What are the responsibilities and job description for the Guest Services Rep position at River Rock Casino?
JOB TITLE: Guest Services Representative
STATUS: Full-time or Part-time
FLSA: Non-exempt
JOB GRADE: HG3
REPORTS TO: Manager, Player Development
SUPERVISES: N/A
WORKING HOURS: This is an hourly position. The incumbent is expected to work normal business hours but must be flexible and available to occasionally work early mornings, evenings or weekends to meet the needs for a 24-hour establishment.
SUMMARY: Creates a welcome and entertaining environment for all guests by providing courteous prompt and professional customer service at all times. Greets guests at main entrance areas and Guest Services Desk (The Club), learns repeat guests’ names and personally greets them by name. Promotes membership into the Players Club and works in conjunction with all staff members to enhance customer service and overall image projection & specific Guest Services and Concierge functions.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Promotes the Players Club, entertainment, games, and eating establishments of the casino; sign-up and support Players Club memberships and promotions.
2. Remains at their scheduled and assigned areas, politely greeting and directing guests.
3. Professionally and courteously answers and directs callers to individuals or departments appropriate to callers needs; takes messages.
4. Follows proper procedures for paging patrons. Serves as announcer, using written scripts.
5. Stays informed of events, promotions and entertainment at the casino.
6. Directs guests to valet, shuttles, and/or other transportation needs.
7. Directs guests to guest services as questions arise.
8. Works in conjunction with all staff members to enhance guest service and overall image of the casino.
9. Is proactive in anticipating guests needs by continually searching for customers in need of service while on duty.
10. Exercises appropriate discretion in identifying situations that require management attention.
11. Is motivated in becoming familiar with all guests by remembering names and little facts about them.
12. Possesses a broad knowledge of the various games throughout the casino.
13. Routinely strives to build and maintain rapport with guests.
14. Performs general Guest Services duties assigned.
15. Builds a rapport and coordinates daily functions with support service departments.
16. Assists in clerical support as needed and requested.
17. Commits to the Team R.O.C.K. Philosophy.
18. Acts as a role model and always present oneself as a credit to River Rock Casino and encourages others to do the same.
19. Meets the attendance guidelines of the job and adheres to regulatory, department and company policies and procedures.
20. Attends all required meetings and training.
21. Maintains confidentiality at all times.
22. Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES: No supervisory responsibilities for this position.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required.
1. Minimum of one (1) year prior experience in Guest Services is required.
2. Must have knowledge of Windows based applications including MS-Office (Word, Excel), MS-Outlook and Adobe Acrobat.
3. Must be able to work independently with minimal supervision.
4. Must be able to get along with co-workers and work as a team.
5. Must present a professional appearance at all times.
6. Must be able to maintain a high degree of confidentiality with respect to all matters pertaining to the gaming enterprise business.
EDUCATION:
1. High School Diploma or equivalent GED required.
LANGUAGE SKILLS:
1. Must be able to read, write, speak and understand English.
2. Excellent oral and written communication skills are important to the successful conduct of this position.
3. Ability to write accurate, grammatically correct, polished reports and business correspondence.
4. Must be able to speak with the public in a professional manner.
MATHEMATICAL SKILLS:
1. Ability to add, subtract, multiply, and divide in all units of measure.
REASONING ABILITY:
1. Ability to proactively streamline processes for company’s return on investment.
2. Ability to define problems, collect data, establish facts, and draw valid conclusions.
3. Ability to interpret an extensive variety of instructions furnished in written, oral, diagram or schedule form.
4. Ability to process detailed work and requests for information or assistance in a timely manner.
5. Ability to apply regulatory and procedure doctrine, concepts, and policy to practical situations.
LICENSES, CERTIFICATES, REGISTRATIONS:
1. Must be able to obtain a gaming license from the Dry Creek Gaming Commission.
2. Must have a valid state Driver’s License and be insurable with the Tribe.
PHYSICAL DEMANDS:
1. Must be able to stand for extended periods of time.
2. Must be able to lift and carry up to forty (40) pounds.
3. Must have manual dexterity to operate a computer and other necessary office equipment.
4. Must be able to bend, reach, stoop, kneel, twist and grip items.
5. Must be able to respond to visual and audio cues.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
1. This is a fast paced, highly diverse work environment, and the position requires the ability to remain flexible and get along with all personality types.
2. Must be able to manage a number of priorities simultaneously and meet deadlines.
3. Must be able to respond calmly to customer concerns and questions.
4. Must be able to tolerate areas containing secondary smoke.
A PRE-EMPLOYMENT DRUG TEST, FINGERPRINT, AND BACKGROUND CHECK IS REQUIRED
Education
Required- High School or better
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.