Job Title: Guest Services Representative

Reports To: Guest Services Supervisor/Marketing Manager

FLSA Status: Non Exempt:

Department: Marketing

Location: Casino

 

Summary:

The Guests Services department is a service department and as such we provide prompt, positive, accurate communication with our guests. The individuals in this position acknowledges every person entering the casino. Incumbents in this position are responsible for distributing/redeeming coupons, explaining promotion rules and procedures, processing Players’ Club applications, issuing Players’ Club cards, renting RV spaces and collecting Showroom rental fees.

Guest Service / Client Orientation:

All Black Mesa Casino employees must be able to develop a clear understanding of guests’ needs and goals while maintaining clear communication with guests regarding meeting their expectations. Each Individual must follow though and respond to guests’ requests and inform them of action taken in a courteous, professional manner.

Essential Duties and Responsibilities:

Include the following. Other duties may be assigned.

  • Working with the team ensures that every customer is greeted when they walk in the door.
  • Through themselves or with others ensures that every customer problem or issue is resolved.
  • Responds to information queries for internal and external customers.
  • Distributes and redeems Black Mesa Casino coupons.
  • Explains promotion rules and procedures to customers.
  • Processes Players’ Club applications and issue membership cards.
  • Rent RV spaces including collection of rental fees.
  • Collect Showroom rental fees.
  • Interacts with customers on Floor to promote Players’ Club and upcoming events.
  • Creates routine reports such as coupon redemption, RV space rentals and cash received reports.
  • Assists and provides support for promotional activities.
  • Attends and satisfactorily completes all training as assigned by supervisor or Human Resources Department.
  • Maintains professional appearance and hygiene.
  • Helps maintain a clean and organized work environment
  • Complies with company and departmental procedural guidelines, SOPs and safety procedures.
  • Reports all suspicious persons or activities.
  • Provides a detail oriented, thorough and prompt work product.
  • Meets the attendance guidelines of the job.
  • Maintains the highest level of discretion and confidentiality while performing assignments and duties.
  • Performs supportive functions and other duties as assigned based on business needs.
  • Effectively communicates with all departments within Black Mesa Casino and Travel Center.
  • Maintains compliance with all regulatory and governmental requirements.
  • Contributes to a team-oriented, continuous improvement, quality process.

Required Competencies:

  • All Black Mesa Casino employees must operate in an ethical manner by following all Black Mesa Casino policies and procedures relating to cash transactions, handling, tracking, and proper behavior between staff and customers. Incumbent must conduct oneself above the appearance of doing something wrong.
  • All Black Mesa Casino employees must be able to develop a clear understanding of customers’ needs and goals while maintaining clear communication with customers regarding meeting their expectations. Must follow through and respond to customers’ requests and inform them of action taken in a courteous, professional manner.
  • All Black Mesa Casino employees must be competent in working effectively with division members and members of other divisions to resolve common issues or problems as well as listening and seeking others’ perspective on how to complete assignments. Keeps others informed and up to date about tasks, progress, or projects.
  • Incumbents in this position must be able to communicate one’s feelings, preferences, needs, and opinions in a way that is neither threatening nor punishing to another person, while at the same time recognizing the effort of others and praising that effort.
  • Incumbent in this position must be competent in gaining cooperation, support, and buy-in from others inside and outside the organization.

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/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications:

  • High School Diploma: or 2 years related experience and/or training; or equivalent combination of education and experience. Continuous learning and improvement in customer service.
  • Extended working hours, including weekends, may be required.
  • Should be able to type 23 words per minute.
  • Must possess Class III Gaming License.

Language Ability:

Ability to read and interpret documents such as safety rules. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.

Math Ability:

Ability to apply basic mathematical concepts.

Reasoning Ability: 

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills: 

To perform this job successfully, an individual should have skills related to Word, Excel, Internet, and keyboarding and computer software programs such as a CRM system. Must also have the ability to work in a very fast paced environment, multi task, and change priorities as needed.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here 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 stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to walk and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 5 pounds and occasionally lift and/or move up to 10 pounds. 

 

    Application Submission

    You may submit a job application by filling out and submitting the following form.
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    Are you at least 21 years old? YesNo
    Are you legally eligible for employment in the U.S.? (if hired, verification will be required by law.) YesNo
    Date available to start work

    Have you worked for us before?YesNo



    Are you employed at the present time? YesNo
    Are you enrolled in a federally recognized Pueblo/Tribe? YesNo




    Have you ever filed an application for a gaming licence? YesNo
    If Yes, indicate the jurisdiction and final determination of the application:
    was your licence or qualification status ever revoked, suspended or terminated? YesNo
    If Yes, explain:
    Do you have any relatives or significant others working with us? YesNo
    If so, what is their name and in what department do they work:

    EDUCATION

    Are you a High School Graduate/GED Certification? YesNo

    Any vocational/technical or college/university hours? YesNo
    If Yes, please list any hours completed, or degree(s)



    PRIOR EMPLOYMENT - Please list last seven years of employment










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