Guest Service Coordinator at Gila River Gaming Enterprises, Inc. in LAVEEN, Arizona

Job Description:

Salary: Depending on Experience (DOE)

This position is responsible for building and maintaining internal and external guest relationships to enhance guest service levels. The Guest Service Coordinator will also possess a professional yet friendly attitude, exceptional guest service, outstanding phone etiquette and acts as an ambassador for for the enterprise, as well as demonstrating the GILA WAY.

Essential Duties and Responsibilities:

• Promotes and provides excellent guest service to both internal and external guests.


• Assists the Guest Service Manager with responding  to guest service comment cards, guest correspondence (letters & email) secret shopper reports and other sources.


• Resolves requests and disputes quickly and professionally within enterprise guidelines. Follows up to ensure guest satisfaction is met.


• Interacts with department management and team members to provide guidance on how to improve communication regarding guest service.


• Consistently displays role model behaviors of the GILA WAY guest service standards.


• Responsible for providing incentives to team members who display GILA WAY behaviors.


• Assists the Guest Service Manager when assigned.    


• Maintains a dependable work attendance record with extremely infrequent absences and/or lateness.


• Performs other special projects and duties as assigned.

This position does not hold direct supervisory responsibilities, but does hold influencing responsibility in areas related to guest service functions for the enterprise.

Skills/ Requirements 

• High School Diploma or equivalent required.


• Experience in guest service required, preferably in a casino gaming environment.


• Ability to be creative, friendly and knowledgeable in guest service.


• Ability to perform the GILA WAY which is as follows; Greet our guest, Interact positively with our guest, Listen actively to our guest, Appreciate our guest.    


• Must have basic computer skills with Microsoft Office Suite software, data entry, email and enterprise specific programs


• Must pass a pre-employment drug/alcohol test and agree to maintain a Drug-Free Workplace as a condition of employment.


• Must pass a full background check to be certified/licensed prior to employment.


• Must be able to work in a smoking environment. 

Important Notes

As a condition of employment, all new hires must pass the following:

Pre-employment Alcohol/Drug Test. This drug test includes the normal seven-panel test, but excludes marijuana for non-safety sensitive positions.

Background check. Applicants who have felonies, warrants, outstanding tickets, shoplifting or theft convictions will be ineligible for employment.

Human Resources