Guest Services Representative

Reports To

The Guest Services Representative will report to Slots Manager.

Job Overview

The Guest Services Representative has one of the most important roles in the casino as they are usually the first and last to greet our casino guests. Therefore, a pleasant welcoming smiling professional image to our customers is extremely important. Friendly, outgoing, and a positive attitude who have prior customer service are best suited for the role.

The Guest Services Representative supports and assists; in the promotion and execution of all marketing promotions for guests by delivering superior customer service and must be able to work in a fast-paced high volume casino industry.

The Guest Services Representative services all patrons in acquiring, maintaining, and refreshing their player club membership while assisting with inquiries, complaints, or questions. Additionally, the Guest Services Representative greets all tour buses and administrates necessary paperwork.

Responsibilities and Duties

• Promotes positive customer relations by providing prompt, courteous and efficient service to guests.

• Endorses current promotions and upcoming activities.

• Listens to customer complaints and resolves problems to restore and promote excellent customer satisfaction and escalates complaints to the VIP Ambassador Host if required.

• Creates updates and edits players' memberships as needed or requested.

• Assists customers with questions about new games, promotions, and events.

• Executes marketing plans and programs, including speaking on the PA system.

• Runs coat check area as needed or required.

• Supports tour buses in arrival and departure as required.

• Maintains and adheres to the privacy and confidentiality of all club member's information.

• Other duties as deemed necessary in support of the marketing department.

Education and Experience

• Previous customer service experience is an asset.

• Computer skills to efficiently operate a database management system are required.

• Knowledge in Excel, Word, and data entry

• Valid AGLC License

• AGLC Pro-serve a requirement.

• AGLC lottery sales certificate required

• Knowledge of the casino gaming industry, slots/tables is an asset

• Must be able to provide a criminal background check.

Skills and Abilities

• Able to lift up to 50 lbs

• Excellent telephone skills.

• Second language an asset.

• Able to work shift work, weekends, and nights

• Able to multitask.

• Must have reliable transportation