Guest Services Representative

The Guest Services Representative is responsible for providing exceptional customer service to guests in the casino, ensuring guests feel welcomed and that they leave with a long lasting positive impression of our establishment. This position acts as a resource and host to guests calling and/or visiting the casino by maintaining a working knowledge of our facilities and special events.

We are looking for two casual Guest Services Representative

DUTIES AND RESPONSIBILITIES

• Provide exceptional service to all guest in a professional, friendly, and timely manner by providing the customer service standards implemented by the organization
• Ensure work area appears professional, clean and inviting to guests
• Communicate with new guests about the benefits of signing up for the Encore Reward Card
• Efficiently and accurately creates and maintains Encore Reward Card accounts as needed
• Resolve guest complaints/issues and if needed, escalate immediately to Supervisor or Management in a personalized and caring manner
• Assist various departments in the promotion of casino events and tournaments for Table Games as well as Slots
• Meet and greet with bus tour groups as they arrive
• Maintain working knowledge of company and BCLC policy and procedures
• Monitor inventory of promotional items and supplies; notify Supervisor if replenishment is needed
• Operate Coat and Bag check for guests
• Accurately assist guests when checking guest accounts for points and complimentary offer availability
• Uphold professional business confidentiality at all times
• Other duties may be assigned

QUALIFICATIONS AND EXPERIENCE

• 1-2 years’ experience in a server or customer service role
• Previous cash handling experience is an asset
• Excellent verbal and written communication skills
• Must be familiar working with Microsoft Office
• Able to work under pressure and handle long guest lines, customer demands, and complaints
• Proven superior customer service experience
• Excellent organizational skill and attention to detail
• Some knowledge of the city and surrounding areas of the casino is beneficial
• Multilingual is an asset

CERTIFICATES AND/OR LICENSES REQUIREMENTS

• Ability to obtain a valid GAMW registration
• Ability to complete all BCLC required trainings
• Serving it Right Certification

PHYSICAL REQUIREMENTS

• Able to lift, handle, and transport materials that are over 20lbs
• Required to sit, stand and walk during working hours