Guest Services Representative/ Guest Services

**Job Type: Part-Time**

$17.45 -$21.81 an hour

$25.10 an hour (Supervisor role)

**The Gateway to Your Future**
You love working with guests and a top-notch team of staff, and you thoroughly understand what it takes to deliver an exceptional experience for visitors. If you are a detail person with a talent for providing care to everyone you deal with, we would love to hear from you.

In this pivotal role you will oversee a team that is the main point of contact for guests, providing a continued source of attention for guests throughout their stay. This exciting opportunity at a national company offers you the chance to grow your career with the promise of an excellent benefits package and competitive salary. Don't miss this chance to put yourself in the center of the action.

**We Provide**
- Full benefits package for full-time employees
- Retirement savings plan
- Exciting, supportive and fun work environment
- Family and friends discounts on travel, tech, food, beverage, and fitness
- Development and training opportunities

**Key Responsibilities**
- Mentor and guide a team of guest services representatives, ensuring guests are treated in a warm and hospitable manner.
- Manage employee performance through training, coaching, evaluation and mentoring.
- Ensure that proper safety, hygiene, and sanitation practices are followed.
- A relationship-builder who encourages open communication and collaboration.
- Ensure that quality and standards meet expectations on a day-to-day basis.
- Handle complaints, room issues, and conflicts graciously.
- Customer service skills that exceed guest expectations.
- Provide information on current and upcoming events and promotions
- Explain and enroll customers in the rewards loyalty program
- Assist in implementing on-site events, promotions and entertainment initiatives
- Manage slot machine reservations and promote casino initiatives.
- Work in compliance with internal controls, company policies and procedures and/or provincial lottery/ gaming policies and procedures.
- Manage a cash float, verifies and provides jackpot payouts and monetary change to guests.
- Report any violations and escalate to the appropriate level as necessary.
- Replenishes and maintains slot machines, monitors machine stack lights to ensure prompt service.
- Acquire and maintain a knowledge of all slot operation policies and procedures.
- Perform other duties as assigned based on operational needs
- Supervises and supports team performance in the delivery of Guest Services activities, providing instruction, assigning duties, and evaluating performance.
- Supervises Gaming and Marketing player transactions; handles player outcomes and game irregularities as required and ensures effective delivery of all loyalty program elements.
- Resolves customer experience issues, collaborating with other departments as required.
- Ensures regulatory requirements are met and instances of non-compliance are reported and resolved.
- Participates in the execution of marketing initiatives, promotions and gaming floor projects.
- Keeps the team and other departments up to date with current promotions, events and projects.
- May assist with tracking and evaluating performance of games and promotions.
- Remains focused on financial performance by delivering a superior guest experience, improving processes, controlling costs and maintaining high department standards.

**What You Bring**
- Minimum two years of experience in the guest services and/or hospitality industry.
- Ability to direct and supervise staff.
- The ability to obtain registration with AGCO.
- A relationship-builder who encourages open communication and collaboration.
- Time-management savvy and expert multitasker who thrives in the service industry.
- Ability to manage issues and empower a team to excel.
- Strategic thinker who has an eye for detail and a capacity to see the big picture.
- Efficient multitasker who thrives in a fast-paced environment.
- Can benefit from working flexible hours, evenings, and weekends.
- Ability to seamlessly handle complaints, room issues and conflicts.
- Excellent customer service skills, including the ability to be friendly, efficient, polite and patient.

**Why Work With Us?**
Gateway celebrates and empowers our team members, who make it all possible. A career at Gateway means working with great people, being recognized for your unique contribution and career advancement opportunities across our 27 locations. Our employees thrive with ongoing training and leadership programs while working in a dynamic and fun environment. See for yourself what it?s like to be on a team that values your vision, skill and energy.

**Get to Know Gateway**

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