Gaming Concierge, Slots

About the Role

The Gaming Concierge is the face of guest service on the casino floor, with a focus on slots. This role includes welcoming guests to Resorts World, enrolling players into the Genting Rewards program, accurately processing and paying jackpots, performing minor maintenance of slot machines, assisting guests with various requests and needs, and supporting efforts to promote game play. The key responsibility is providing exceptional service to Resorts World guests and creating an atmosphere that positively contributes to the guest experience.

Responsibilities

• Circulate through an assigned area and respond to slot machine calls and customer requests in a quick and timely manner, ensuring the area is clean and safe.
• Provide excellent and personalized guest service while consistently smiling, greeting, and making eye contact with each guest, attending to their requests and needs.
• Enhance guests’ casino experience by assisting with property and slot-related questions, slot machine payouts, and enrollment into the Genting Rewards program.
• Act as an ambassador of Resorts World and the Genting Rewards program, promoting and recommending Genting Rewards, Resorts World shows, restaurants, and attractions to guests. Stay current on property and departmental news and events to answer guests’ questions.
• Accurately and neatly complete all control documentation, including jackpot slips and necessary tax forms, in accordance with Gaming Regulations and Resorts World policies and procedures.
• Accurately and securely maintain a currency bank to hand-pay jackpots and provide change assistance to guests.
• Work closely and communicate with other departments such as Cage, Food & Beverage, EVS, and Security.
• Take ownership of guest issues and act quickly to resolve them within the scope of authority.
• Assist the Casino Operations Team (Table Games, Sports Book, Poker, etc.) with any tasks or special events as needed.
• Ensure compliance with all applicable gaming laws, company internal controls, policies and procedures, and federal regulations as they apply to the position.

Core Non-Negotiable Responsibilities

• Everyone is an Ambassador: Treat the property like your own home. Ensure no one gets hurt, everyone feels secure, the environment is clean, and every guest gets what they need.
• Everyone works in Safety: Address safety concerns by correcting them or notifying the appropriate department or individual.
• Everyone works in Security: If you See Something, Say Something. Notify the appropriate department or individual if there is a security concern.
• Everyone works in EVS: Pick up trash on the floor. For larger messes, notify the appropriate department or individual.
• Everyone works in Guest Experience: Assist guests with a smile. If the guest needs more help than you can provide, notify the appropriate department or individual.

Requirements

• Ability to communicate effectively in English, both orally and in writing.
• Excellent customer service and interpersonal skills, with a positive attitude to effectively deal with all guests, team members, and their needs.
• Ability to work a flexible schedule and varied shifts, including nights, weekends, and holidays.
• Maintain a professional, polished appearance and demeanor adhering to Resorts World standards.
• Excellent cash handling and strong basic math skills.
• Above-average computer and technical skills.
• Ability to obtain and maintain full knowledge and understanding of company and department rules, regulations, policies, and procedures.

Qualifications

• A High School Diploma or equivalent.
• At least 21 years of age.
• At least 3 years of customer service experience in a similar or related field.
• Preferred: Previous customer service experience in a similar or related field.
• Preferred: At least 3 years of cash handling experience.
• Preferred: Previous experience in slot operations.
• Preferred: Previous experience working in a large, luxury resort setting.

Certificates & Licenses

• Proof of authorization/eligibility to work in the United States.
• Ability to obtain Nevada Gaming Registration.

Physical Demands

• Able to withstand prolonged walking, standing, stretching, bending, and kneeling without restriction.
• Tolerant to a work environment with varied factors such as noise, dust, smoke, temperature, illumination, and CRT fatigue.
• Able to work in a fast-paced, busy environment and maintain physical and mental stamina while dealing effectively with multiple guests, management, team members, and outside contacts.
• Must be able to lift and carry a minimum of 10 pounds.