Guest Service Representative

Monarch Casino Resort Spa in Black Hawk, Colorado sits 45-minutes west of downtown Denver. Rated by AAA as a Four Diamond resort, Monarch is in the top five percent of the nearly 31,000 properties approved by AAA who achieve this designation. Boasting 23-floors filled with 516-luxurious guest rooms and suites, five distinct restaurants, and over 40,000 square feet of gaming featuring 3,000 slot machines and over 45-table games. Spa Monarch carries the #1 Hotel Spa rating from USA Today’s Readers Choice Awards. Monarch Chophouse carries OpenTable’s Diner’s Choice Award along with the Wine Spectator Award of Excellence—an award shared by Bistro Mariposa for both 2024 and 2025.

Responsibilities

• Identify guests without Club Monarch memberships and assist them in the process of getting a membership.
• Promote Monarch Casino Black Hawk and Club Monarch in all day-to-day duties and greet guests with exceptional guest service.
• Open Club accounts and promote Club Monarch membership.
• Read and input guest information in casino marketing system including driver’s license, state ID, passport, or military ID.
• Communicate the benefits and rewards of Club Monarch membership using persuasion skills and motivated enthusiasm.
• Provide exceptional customer service to all guests of the casino.
• Support the marketing department as needed.
• Maintain security and confidentiality of all patron files, records, lists, and all casino information.
• Adhere and comply with all casino policy and procedures, internal rules and regulations, and abide by all regulations of the Colorado Department of Gaming.

Requirements

• Prior experience in hotel or gaming industry preferred.
• Prior experience with clerical and office work preferred.
• Knowledge and experience in Club Services, VIP services, or Front Desk Services of a casino/hotel property preferred.
• Must be able to obtain and maintain a Colorado Gaming Support License.
• Above average knowledge of computer applications such as Microsoft Office and player tracking systems.
• Must be able to stand for up to 10 hours/day, including walking casino floor multiple times throughout 10-hour shift.
• Ability to work all shifts, weekends, and holidays is required.
• Must be able to provide a high level of customer service at all times.
• Must have excellent interpersonal skills with the ability to listen and verbally communicate with guests both in the casino and at external events.
• Must be able to work in and facilitate a team environment.
• Must maintain a well-groomed professional appearance.
• Must be able to meet deadlines, work under pressure, and maintain professionalism in a fast-paced and stressful work environment.
• Strong verbal and written communication skills are essential.

Pay

$22.00 per hour

Schedule

Full Time, shift varies (Day/Swing)

Benefits

• Full Time Team Members (30+ hours):
  • Paid Time Off
  • 6 Observed Holidays and Holiday Pay
  • Health Benefit Insurance Package after 90 days includes: medical, dental, vision, life insurance, short-term disability, 401k with company match
• Part Time and Full Time Team Members:
  • 1 Free Hot Meal per shift and Unlimited Drinks
  • Up to 48 hours of Sick Pay for Team Members Under 30 hrs per Week
  • Free Covered Parking
  • Education/Tuition/Certification Reimbursement (up to $6,000 per calendar year)
  • Wardrobe/Uniforms and Dry Cleaning Provided Free of Charge for most positions
  • Career Development and Advancement Programs
  • Team Member Anniversary Recognition (earn resort credit, vacation trips, and more!)
  • Team Member Hotel, Retail, and Spa Discounts
  • Subsidized bus transportation up to 80%