Guest Experience Representative

Pay Rate: $19.00 an hour with $2.00 an hour additional shift differential on swing and grave shift 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Welcome guests, answer questions and provide information and support to guests
• Input, update and maintain accurate player information in the casino management system
• Issue Island Passport club cards for club members
• Be knowledgeable about and provide guests with information regarding Island Passport club membership, property-wide events and other property amenities
• Redeem cash, prizes and comps for guests following department guidelines
• Meet goals as established by management
• Maintain a working knowledge of promotional systems
• Performance point and promotion adjustments following department guidelines

KNOWLEDGE AND CERTIFICATION, SKILLS AND ABILITIES

Required Knowledge and Certification:

• High School Diploma/GED or equivalent experience

Preferred Knowledge and Certification:

• 1-year hospitality or guest service experience, preferably in casinos

Required Skills:

• Accurate and detail oriented
• Highly organized and ability to adapt quickly to changing priorities
• Excellent verbal and interpersonal communication and problem solving skills
• Proven high guest service skills
• Proficient computer skills Microsoft Office (Word, Excel and Outlook) and Windows

Required Abilities:

• Ability to work in a fast paced environment
• Ability to interact with guests, coworkers and management in a professional and courteous manner
• Ability to follow established dress code policies and practice good personal hygiene
• Ability to speak in a clear, concise and pleasant voice
• Ability to retain large amounts of information regarding the property and its amenities
• Ability to read and write English

PHYSICAL DEMANDS

• Must be able to walk, stand and/or sit for long periods throughout the day
• Must have a good sense of balance, and be able to bend, kneel, stoop and twist
• Must be able to push, pull and grasp objects occasionally
• Must have the ability to independently lift up to 25 pounds occasionally
• Must be able to perform repetitive hand and wrist motions

WORKING ENVIRONMENT

• Office, restaurant, gaming floor and convention center environment including flashing lights, frequent loud noises and cigarette smoke and outdoors for guest events
• Must be willing to work a flexible schedule including all shifts, weekends and holidays
• Extensive computer use
• Occasionally must deal with angry or hostile individuals
• High volume direct public contact