Guest Service Representative

SUMMARY:  

Responsible for promoting the success of the player’s club by assisting guests through all facets of the membership process, promotional gift distribution/preparation, and seating of guests for ticketed functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: 

• Enrolls new guests in the player’s club.
• Executes casino gift events. 
• Maintains a working knowledge of the player’s club in order to effectively explain same to guests.
• Prepares promotional gift product by counting and unboxing product and, in some instances, palletizing product. 
• Transports promotional product from pre-event storage locations to promotional event locations through the use of a pallet jack. 
• Verifies guest identification for promotional event eligibility. 
• Redeems promotional gift coupons through database gaming software with a working knowledge of additional aspects of same. Identifies and verifies promotional drawing winners.
• Distributes complimentary event tickets designated for casino customers at specified locations within the casino. 
• Uses ticket scanner equipment to accurately verify individual event tickets brought by patrons to event entry locations. 
• Seats patrons in designated locations as specified on individual patron tickets. Has a good working knowledge of event seating layout. 
• Assists as designated during other marketing events held at the property, including invited player parties, slot tournaments and Bingo. 
• Inspects and re-stocks player’s club printed material.
• Issues complimentaries for guests when appropriate level of play has been established.
• Assists in preparing necessary materials for guests arriving via scheduled bus line runs and charter buses. 
• Greets guests arriving via scheduled line run buses and chartered bus trips. 
• Provides smooth and efficient service to guests.
• Resolves minor guest conflicts.
• Maintains a working knowledge of casino facilities, as well as current and upcoming special events, in order to advise guests and fellow employees, whenever possible.
• Facilitates the flow of information throughout the department by attending scheduled departmental meetings.
• Ensures a maximum level of guest service and satisfaction is achieved and maintained.
• Must be detail orientated and be able to manage multiple tasks.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

Promotes the following within the department and among all employees:

• Creates an atmosphere of fun for all casino guests.
• Encourages mutual respect, dignity and integrity with all employees, by setting positive examples at all times.

QUALIFICATION REQUIREMENTS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma or G.E.D. preferred.   One year of related experience preferred.

SPECIAL QUALIFICATIONS:

Must possess excellent communication skills.  Must be computer literate with knowledge of Microsoft Word, Excel and other marketing programs.  Must be detail oriented and well organized.  Must be able to work under stressful conditions and coordinate multiple projects.

Willingness and ability to be trained on operation of an electric pallet jack for certification is required.

Applicant must successfully complete screening for essential job functions

This position requires a Level 4 Gaming License.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.  Ability to respond to common inquiries from other employees or guests. 

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

REASONING ABILITY:

Ability to apply common sense reasoning to variety of situations.

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.  The employee is required to reach with hands and arms, and to sit, climb or balance, and stoop, kneel, crouch or crawl.

The employee must frequently lift and/or move up to fifty (50) pounds.   

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Applicant must successfully complete screening for essential job functions

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate to high.  When on the casino floor, the noise level increases.  A casino environment is typically smoky.