Guest Service Host

About the Role

The Guest Service Host serves as the first point of contact for all guests and vendors visiting our gaming cafes. This versatile role combines multiple responsibilities to deliver exceptional service, ensuring every guest enjoys an outstanding gaming experience. The Guest Service Host is welcoming, customer-focused, and prioritizes guest satisfaction while maintaining efficient operations.

Expectations

• Act with integrity and honesty in all work-related duties.
• Maintain the operations of the store independently during each scheduled shift.
• Maintain a positive work environment for employees, guests, and vendors.
• Uphold state, local, and company standards, regulations, and site inspections.
• Collaborate with fellow employees and managers.

Responsibilities

• Provide exceptional customer service and create memorable experiences for all guests.
• Anticipate customer needs by actively listening and offering tailored solutions.
• Be knowledgeable of VGT machines, games, and features, and how to resolve machine issues.
• Enthusiastically promote marketing initiatives consistently to every guest.
• Accurately document guest activity and records.
• Maintain the highest standard of cleanliness and sanitation in café and gaming areas, restrooms, kitchen spaces, and common areas.
• Clean and sanitize areas, empty trash bins, and ensure proper disposal of waste.
• Perform deep cleaning tasks as needed.
• Effectively communicate business needs, including guest feedback, broken equipment, and low product inventory.
• Responsibly manage financial transactions including cash drawer, sales, daily deposits, and tips.
• Prohibit underage patrons from purchasing alcohol or gambling by ID'ing every guest, every time.
• Actively support liquor, gaming, health, and other regulatory inspectors to ensure compliance.
• Prepare and serve food and beverage items, ensuring consistent food quality and standards.
• Sample food items for guests throughout shift.
• Record cooler and freezer temperatures each shift.
• Successfully complete certification courses within 30 days of hire (Basset, Allergen, sexual harassment, and Illinois Food Manager).
• Provide a safe environment for staff, guests, and vendors by locking doors, setting alarms, and reporting safety hazards.
• Maintain regular and consistent attendance and punctuality.
• Perform other duties as requested by management.

Requirements

• Must be 21 years of age.
• Previous customer service experience is preferred.
• Must have a reliable form of transportation.
• Able to use a touch-sensitive POS system.
• Ability to bend, reach, lift and/or carry 15 pounds.
• Strong interpersonal skills and the ability to work as part of a team.
• Attend meetings and trainings as required by management.