Guest Service Representative

About the Role

Under direct supervision of the Players Club Shift Supervisor, elevates the level of guest service for the casino by raising awareness of specials, promotions, and assisting guests in the Rewards Center or other designated areas.

Responsibilities

• Utilizes strong guest and communication skills while interacting with patrons.
• Personally greets guests by name when possible and communicates Players Club offers, promotions, and food & beverage specials.
• Assists guests with directions, coupon usage, slot/video machine instructions, and other needs.
• Operates Casino Management System(s), handles daily records, and manages voucher receipts, gift cards, and promotional items.
• Demonstrates knowledge of promotions and membership guidelines while maintaining a "On Brand" attitude toward team members and guests.
• Assists guests efficiently and operates Casino Management System(s) and handheld devices following established policies.
• Receives and restocks product using proper rotating procedures.
• Processes ticket sales in the POS system and balances redeemed promotional items during and at the end of shifts.
• Provides daily reports on issued items and makes public announcements about special activities or promotions.
• Explains how guests can obtain and use Players Club Cards and encourages completion of Guest Comment Cards.
• Enrolls guests in the Players Club and contributes to team efforts as required.
• Performs other duties as assigned.

Requirements

• High school diploma or GED.
• Experience in guest service, special events, and promotions.
• Must be 18 years of age or older.
• Ability to stand for the duration of the shift.
• No felony, theft, assault, or stealing convictions.
• Must pass a pre-employment drug/alcohol screen, background investigation, and obtain/maintain a gaming license.

Skills & Knowledge

• Knowledge of modern office practices, procedures, and equipment.
• Proficiency in business English, spelling, grammar, punctuation, and basic arithmetic.
• Understanding of public relations, promotions, and marketing in a guest service environment.
• Knowledge of computer utilization in marketing/business operations.
• Ability to write reports and business correspondence.
• Strong communication skills in English (reading, writing, and speaking).
• Outstanding guest service skills at all times.
• Basic mathematical skills.
• Ability to work weekends, holidays, and all hours, including extended shifts and irregular schedules.
• Skill in operating business computers and office machines in a Windows environment (Word, Excel, Access, PowerPoint).

Physical Demands

• Must stand for the duration of the shift.
• Frequent use of hands to finger, handle, or feel; reaching with hands and arms; and talking or hearing.
• Regular walking and occasional stooping, kneeling, crouching, or crawling.
• Occasional lifting and/or moving of up to 25 pounds.

Work Environment

Work is generally performed in an office and casino setting with exposure to second-hand smoke and high noise levels. Evening, graveyard, holiday, and weekend shifts may be required.