Guest Services Representative

3 months ago

Nanaimo, Canada Hard Rock Casino Vancouver Full time

**Who we are**

**GREAT ENTERTAINMENT. GREAT PEOPLE. GREAT INVESTMENT. GREAT CANADIAN.**

Since our inception in 1982, Great Canadian has grown to be one of the largest and most dynamic gaming and entertainment companies in Canada. With 25 properties across Ontario, British Columbia, Nova Scotia, and New Brunswick, our facilities include over 16,000 slot machines, 575 table games, 71 dining amenities and over 500 hotel rooms. Working closely alongside our crown agency partners, our team of 9,500 strive to offer the very best gaming, entertainment, dining, and hospitality experiences.

Our Vision is to be the leading gaming, entertainment, and hospitality company in our chosen markets by providing superior entertainment value and exceptional experiences.

Our Mission is to provide outstanding experiences to our guests, rewarding opportunities for our team, and superior value to our shareholders.

**About this Role**

Under the direct supervision of the Manager, Guest Services or the Manager, Slots & 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 Great Canadian's learning environment while establishing a safe and welcoming work environment for all team members.

**What You'll Get to DO**
- 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, clients and associates
- Conducts guests to other areas as requested; conducts facility tours
- Maintains waiting lists for table games and the Poker Room
- 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

**What you'll Need to be Successful**
- High School Diploma
- Minimum one year of experience in customer service; gaming experience an asset
- Ability to successfully obtain a Gaming License
- Serving it Right Certificate
- 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

**What's in it for you?**
- We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success
- We provide you with the tools and technology needed to delight your guests and clients
- You'll get to work with and learn from diverse industry leaders, who have hailed from top organizations around the world
- Freedom to Innovate: supports new and better ways to be successful
- Be your Authentic Self: environment that values diversity as a source of strength

**The only thing we don’t play games with..is your career**

The Great Canadian Entertainment committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to employing a workforce that reflects the diversity of our communities in which we live and serve.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.

Thank you for your interest in **Great Canadian Entertainment**

**Job Type**: Part-time
Part-time hours: 24-40 per week

**Salary**: From $17.00 per hour

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- Evening shift
- Monday to Friday
- Night shift
- Weekend availability

Supplemental pay types:

- Tips

Ability to commute/relocate:

- Nanaimo, BC V9R 5E2: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

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