Guest Services Coordinator

6 days ago

Toronto, Ontario, Canada CB Canada Full time
Role Summary

Under the general direction of the Manager, Guest Services or the Manager, Slots & Guest Services, this position is responsible for overseeing the day-to-day activities of the guest services operation while establishing a safe and welcoming work environment for all team members. The role involves assisting with the implementation of promotions and events, providing input for performance evaluations, and assisting with the implementation of all new guest services initiatives. The Guest Services Supervisor will ensure adherence to the Company's policies and procedures, motivate and lead by example, and support a Great Canadian learning environment while establishing a safe and welcoming work environment for all team members.

Key Responsibilities:
  • Monitor the guest services operation, covering breaks, and providing input for team member performance objectives and evaluations
  • Assist with the implementation of guest services strategic plans, including promotional events and bus tours
  • Handle bus tours coupons, surveys, coat check, lost and found, PA announcements, and casino tours
  • Conduct guests to other areas as requested; distribute and track uniforms
  • Respond to, resolve, or escalate issues as required
  • Liaise and communicate effectively with all operational departments
  • Develop and cultivate strong working relationships with all stakeholders: guests, ownership, and team members
  • Ensure compliance with licensing laws, health and safety, and other statutory regulations
  • Manage other initiatives as required
Requirements

Post-secondary education or suitable combination of education and experience an asset

Minimum 3 years of experience in customer service; minimum 1 year in Guest Services; supervisory experience an asset

Serving it Right Certification

Ability to successfully obtain a Gaming License

Strong leadership ability, a proven team player who can inspire, coach, and motivate a team of Guest Services Representatives

Maintain the highest standard of professionalism, ethics, grooming, and attitude towards guests, clients, and team members

Fluency in Mandarin is an asset

Ability to handle high-volume, high-pressure situations and handle multiple tasks and projects at one time

Ability to stand for long periods of time

Exceptional organizational, problem-solving, decision-making, and mature conflict resolution capabilities

Strong written and oral English communication skills

Serving it Right Certification

Ability to exceed internal and external customer expectations through timely, effective, and service-oriented communication

Computer literacy in MS Office

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