Guest Services Representative - Casino Victoria

Under the direct supervision of the Manager, Slots, Cage & Guest Services, this position is responsible for providing outstanding customer service while contributing to a safe and welcoming work environment for all team members. Ensures adherence to the Company's policies and procedures, motivates and leads by example and supports Casino Victoria’s learning environment while establishing a safe and welcoming work environment for all team members. Job Responsibilities * Answers guest services switchboard; informs or re-directs calls accordingly * Greets guests in person; offers information on the facility, events and promotions * Providing information on the facility, bag and coat check, special events and promotions * Ability to make clear concise announcements on drawings, events and special promotions over a PA system * Soliciting, identifying and enrolling new gaming customers into the Encore Rewards program * Maintaining Encore Rewards program * Maintaining all services standards * Maintain current knowledge/familiarity with all resort services and features including promotions and offerings * Maintaining highest standard of professionalism, ethics, grooming and attitude towards guests and clients * Conducts guests to other areas as requested; conducts facility tours * Responds to, resolves or escalates issues as required * Communicates effectively with all appropriate operational departments * Builds strong working relationships with guests and team members * Ensures compliance with licensing laws, health and safety and other statutory regulations * Performs other duties as assigned or directed Education and Qualifications * Minimum one year of experience in customer service; gaming experience an asset * Regular casino and cage environment, requires extended period of standing, walking, bending * Ability to obtain Gaming Worker Registration with IGCO and Serving It Right certification through Responsible Service BC * A commitment to continually increase your knowledge of our products and services in order to offer exceptional experiences to our guests * Ability to exceed internal and external customer expectations through timely, effective and service oriented communication * Flexible schedule that adapts to business needs, and will have non-traditional work hours including holidays, evening, overnight or weekend shifts. Work Environment Considerations Regular casino environment, standing for long periods of time and non-traditional work hours Casino Victoria is committed to fostering a diverse, equitable, and inclusive workplace and welcome applications from all qualified candidates. Accommodation is available throughout the recruitment and selection process. Candidates requiring accommodation are encouraged to advise us at any stage of the process. We thank all applicants for their interest; however, only those selected for further consideration will be contacted.

The Guest Services Representative provides exceptional customer service by greeting guests, managing the switchboard, and conducting facility tours. They are also responsible for enrolling customers in the rewards program and ensuring compliance with safety and licensing regulations.

Candidates must have at least one year of customer service experience and the ability to obtain necessary gaming and service certifications. The role requires physical stamina for standing and walking, as well as flexibility for non-traditional work hours.

• Service à la clientèleSouhaitée
• Résolution de problèmesSouhaitée
• CommunicationSouhaitée
• Saisie de donnéesSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Service
• Communication
• Public Speaking
• Conflict Resolution
• Problem Solving
• Relationship Building
• Professionalism
• Facility Tours
• Switchboard Operation
• Data Entry
• Safety Compliance
• Gaming Regulations
• Workplace Inclusivity
• Ethical Standards And Conduct
• Greeting Customers

• Customer Service & Support
• Hospitality
• Security & Safety
• Guest Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

Expérience minimale

0+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine