Guest Services Representative

ESSENTIAL JOB FUNCTIONS:

The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the employee is regularly exposed to risks associated with travel between buildings and back and forth to other areas as may be required due to business demands. The employee is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult guests or staff members. The noise level in the work environment varies from light to moderate.

DUTIES & RESPONSIBILTIES:

• Provides directions, assistance, and/or information as may be required to ensure customer satisfaction.
• Participates in special casino promotions and creates excitement for those playing.
• Monitors the operation of all electronic gaming devices on the casino floor to ensure maximum customer satisfaction.
• Assists with necessary service or repair requirements of gaming equipment in accordance with skill levels.
• Ensures appearance of machines and equipment is maintained in a clean and functional manner.
• Resolves customer disputes in accordance with authority or contact the reporting senior who may be able to solve the issue.
• Ensures compliance with all applicable regulations, laws, internal policies/procedures, and control protocols.
• Demonstrates an upbeat and outgoing demeanor while on the casino floor.
• Promotes outstanding customer relations.
• Ensures compliance with all casino and cash control policies, practices, and protocols.
• Performs other related duties as may be assigned by reporting senior.
• Cashes out Gaming Tickets, make change for patrons.

QUALIFICATIONS:

• High school diploma or GED preferred. Technical school or formal apprenticeship may be required.
• May require the knowledge, skills, and abilities to work with personal computers, AV systems, player tracking card systems, gaming devices, safety equipment, etc.

• Must be able to work effectively with peers, staff members, and regulatory agency personnel.
• Strong computer skills to include effective working knowledge of Microsoft Office Products.
• Strong written and oral communication skills required.
• Ability to solve problems and deal with a variety of situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Licenses/Certifications/other: 

• Must be able to pass a background check and receive a license or permit from any Regulatory Agency if applicable to perform the essential job functions