Guest Service Attendant

SUMMARY

The GSA – Guest Service Attendant I is responsible for providing superior guest service to all guests and providing additional services to the Guests, including, but not limited to, payouts, answering questions, and handling minor disputes. The GSA I will also be required to perform basic maintenance or minor troubleshooting on slot machines and is responsible for the cleanliness and appearance of their area. All duties are to be performed within the guidelines of the organization’s policies and procedures, tribal regulations, and all federal/state laws, as needed.

ESSENTIAL DUTIES & RESPONSIBILITIES

1. All Team Members must embrace and deliver Kiowa’s Guest Service Standards to every Guest on every shift, as outlined in Orientation, the Team Member Handbook, SOP’s, and any other related training.

2. Ensure an exceptional level of service and satisfaction is achieved throughout the properties, exceeding the expectations of external and internal Guests alike in a timely and effective manner.

3. Ensure adherence to all Casino policies and procedures as well as internal controls.

4. Maintain constant awareness of floor activity to protect the playing public and the integrity of the Casino.

5. Act as a host, explaining slot machine details to Guests as necessary.

6. Assist in the implementation of new Slot Department policies and procedures.

7. Maintain a good working relationship with all other Supervisors and Team Members.

8. Settle Guest disputes on the slot floor or refer them to the Slot Manager.

9. Perform, supervise, and/or verify slot machine transactions.

10. Process jackpots and ensure that all proper Title 31 forms are completed and accurate.

11. Monitor cleanliness of the slot floor and takes action to correct deficiencies.

12. Report all Guest complaints, suggestions, and compliments to the Slot Shift Manager.

13. Maintain knowledge of all departmental and casino promotions.

14. Make minor repairs to slot machines with the ability to troubleshoot or escalate issues (i.e. changing paper, bill validator jams, etc.)

15. Responsible for gaming keys issued to them during their assigned shift.

16. Observe Guests to identify regulars and learn names, professionally greeting them and assisting, as needed.

17. Possess a thorough knowledge of the Kiowa Reward’s Club rules and policies.

18. Maintain a high level of Guest confidentiality.

19. Adhere to all regulatory, departmental, and casino policies and procedures, and to the MICS.

20. Maintain knowledge of special events, hours of operation, and other pertinent information.

21. Maintain Alcohol awareness and Age-appropriate (identification) awareness to perform duties satisfactorily.

22. Perform additional duties or projects, as assigned.

QUALIFICATIONS

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, and/or ability required.

EDUCATION & EXPERIENCE

• High School diploma or GED is required.

• Level - GSA I: 6 months to 1-year prior guest service and cash handling experience preferred, and the ability to learn and stay up to date on slot operations, guest service standards, and gaming regulations governing slot play.

• Maintain working knowledge of the Gaming Industry and the regulations governing gaming operations.

REQUIREMENTS, SKILLS & ABILITIES

• Must be at least 21 years of age.

• Regular and reliable attendance.

• Must be able to work in a fast-paced environment.

• Ability to work cooperatively with all departments and all team members.

• Ability to maintain a professional appearance and demeanor.

• Ability to maintain high confidentiality.

• Ability to independently manage multiple tasks in a professional manner.

• Ability to work independently with minimal supervision.

• Strong computer skills with experience in word processing, databases, and spreadsheets (ability to demonstrate proficiency).

• Strong organizational skills.

• Excellent written, verbal, and interpersonal communication skills.

• Accurate and detail oriented.

• Excellent problem-solving skills.

• Guest service, interpersonal, and teamwork skills necessary to maintain quality service delivery.

• Basic math skills (ability to demonstrate proficiency).

• Ability to stand while working for extended periods of time.

• Must complete ongoing and related slot training or gaming regulations meetings/training.

LICENSES & CERTIFICATIONS

• Ability to obtain and maintain Gaming License is required.

• Key positions require knowledge and application of Title 31 reporting requirements.

• Must have the ability to pass comprehensive background check and drug test.

Job Type: Full-time

Pay: From $13.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Free parking
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• Are you at least 21 years of age?
• It is a requirement for the position that you successfully pass a comprehensive background check and a drug screen. Can you successfully complete both?
• Kiowa Casinos is and equal employment opportunity employer; as authorized by federal law, Kiowa Casinos grants preference in employment and training opportunities to Tribal Members and other Native Americans as stated in the current Indian Preference Policy sanctioned by the Kowa Casino Operating Authority. Are you a member of the Kiowa Tribe, or any Native American Tribe? If so, please state which Tribe.

Work Location: In person

Salary : $13