Guest Services Representative

3 weeks ago

Halifax, Canada Great Canadian Full time

**Position Summary**
Under the direction of the Slot Floor Supervisor(s) and Slot Shift Manager(s) the Guest Services Representative is responsible for providing exceptional guest services at the Guest Services Desk and the gaming floor to enhance guest experiences,and is often the first point of contact for casino guests.

Must be collaborative, must excel at multi-tasking and must display exceptional communication and interpersonal skills. Contributes to a safe and welcoming work environment for all employees. Motivates, leads by example and provides a learning environment. Ensures adherence to all policies and procedures. **Above all else, must embrace and be aligned with Casino Nova Scotia’s culture and philosophy of providing outstanding entertainment experiences.**

**Key Accountabilities**
- Greet and welcome each guest to the gaming floor as they arrive using a friendly gesture
- Display the drive and passion to deliver an exceptional guest experience
- Ensure Casino guests know that they are valuable and that we appreciate their loyalty
- Keeps up to date with current and upcoming promotions and launches
- Knowledgeable of all aspects of the Players Club Program and encourage new Players Club sign-ups
- Exceed the expectations of all guests (both internal and external) by responding attentively, efficiently, and politely to all guest requests, concerns, or needs
- create lasting connections
- Knowledge of all casino services, as well as the Halifax area, with the ability to promote and direct guests to these areas
- Makes regular gaming floor announcements with flare
- Execute promotions (either from the Desk or on the gaming floor)
- Responsible for issued keys and float contracts signed out via the Casino Cage
- Assist guests with Power Rewards (up-loading free play) - including a thorough knowledge of the program
- Actively seek out opportunities to enhance guest experiences on the gaming floor
- Sell show tickets via Ticket Atlantic
- Promote positive relations with tour buses and/or groups that visit the casino
- Answer incoming calls from the casino and marketing phone lines using appropriate etiquette
- Work closely with Executive Host(s) to ensure events are executed including RSVP’s
- Ability to handle difficult guests and turn a negative guest issue or concern into a positive one
- Develop and cultivate strong working relationships with all stakeholders: guests, ownership, employees, vendors and regulators
- Ensure compliance with licensing laws, health and safety and other statutory regulations
- Perform other duties as assigned or directed

**Education and Qualifications**
- Minimum Grade 12 or equivalent is required
- Minimum of two years of experience in customer service; Concierge or front desk experience is preferred
- Satisfactory attendance is required
- NSAGD License, or the ability to acquire one is required
- Ability to stand for long periods of time
- 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
- 1 year computer experience is required
- Must be able to read, write and speak English
- Ability to display open and positive body language at all times is required

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

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