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Guest Services Representative-nan

5 months ago

Nanaimo, Canada Great Canadian Full time

**Position Summary**
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.

**Key Accountabilities**
- 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

**Education and Qualifications**
- High School Diploma
- Minimum one year of experience in customer service; gaming experience an asset
- Ability to successfully obtain a Gaming License
- Ability to stand for long periods of time
- Serving it Right Certificate
- A commitment to continually incre ase 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

**Work Environment Considerations**
- Regular casino environment, standing for long periods of time, some elements of danger, some exposure to the elements, some exposure to noise, some exposure to verbal, non-traditional work hours