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Guest Relations Risk Manager Reno Properties
Eldorado Resorts
Reno, NV, United States
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GENERAL SUMMARY OF DUTIES: Responsible for ensuring that all guest claims are handled efficiently and effectively with an emphasis on a positive customer experience. This position is also responsible for the oversight and administration of workers’ compensation claims and unemployment claims in addition to involvement in various hearings representing the employer’s position. This position is also responsible for the oversight of the Guest Relation’s Representatives for the tri-properties and will represent and track all guest experiences and security reporting for the tri-properties to insure complete and accurate reporting and recovery efforts are documented. This position is responsible for assuring compliance of claims reporting to third party administrator and the ERI corporate office through various software programs as well as insuring immediate written and telephonic notifications of major events. This position also has various involvements related to the Safety Committee, OSHA inspections, safety programs, guest ADA issues and guest survey programs. This position maintains and coordinates all legal documentation and communicates with legal counsel and Corporate Risk team regularly as well as weekly and immediate reporting to on property VP of Operations and VP of Finance of all incidents as appropriate.
EXAMPLES OF DUTIES/ESSENTIAL FUNCTIONS: (May include, but is not limited to the following.)
1. Monitor all transactions of all outstanding claims including legal review and communication.
2. Resolve and process guest claims with a goal of recovery of the guest experience and protecting company assets.
3. Handle interrogatory reports and guest complaints.
4. Assist other departments and employees in answering questions regarding claims.
5. Respond to claimant letters, phone calls, and complaints at assigned property and oversee and support Guest Relation’s Representatives at the other properties to insure company initiatives in guest recovery are met.
6. Administration of workers’ compensation claims including extensive interaction with Human Resources, departmental directors and our third party administrator.
7. Generate and audit monthly claims reports as necessary.
8. Leadership role with the Safety Committee.
9. Assistance with on-site OSHA inspections and insurance inspections.
10. Assistance with administration of Hepatitis B shots and safety shoe programs.
11. Oversee accurate and prompt payment of guest claims.
12. Provide analysis information to legal counsel upon request.
13. Handle discovery and investigation of claims and litigation files.
14. Take recorded statements.
15. Coordinate informational flow of safety issues between legal and departments.
16. Be aware of safety and health regulations related to guest and employee safety.
17. Perform other job related duties as assigned.
Requirements:
PERFORMANCE REQUIREMENTS: (Knowledge, Skills & Abilities) Ability to maintain confidentiality of sensitive information. Understand and comply with all hotel and departmental rules, regulations, policies and procedures. Skill in establishing and maintaining effective working relationships with staff and guests. Excellent organizational skills required. Excellent communication skills, both verbal and written. Read, write, and communicate verbally in English. Skill in preparing and maintaining records, writing reports and responding to correspondence. Ability to interpret, adapt and apply guidelines and procedures. Knowledge of Microsoft Word and Excel. Knowledge of insurance claims administration.
EDUCATION AND EXPERIENCE:
Education: 2 years college or equivalent work related courses.
Experience: Minimum 2 years group medical insurance administration required. General office experience required. Minimum 2 years supervisory experience.
Certificate/License: LVMPD Non-Gaming work card