GENERAL SUMMARY
Responsible for building and maintaining relationships with new, regular, and frequent guests in order to cultivate and encourage repeated visits by personalizing guests’ experience. This includes slot machine iView service, minor machine repairs, club membership outreach and enrollment, marketing knowledge, cash transaction, placing beverage orders and requesting server assistance for food orders.
CORE SCOPE OF POSITION
Maintains a constant presence throughout assigned areas to assist guests and provide general information.
Proactively seeks guest interactions and provides personalized attention, to include assisting with iView functionalities, reprinting club cards for enrolled guests, resetting club card PIN, following up on guests’ comp requests, placing beverage orders and requesting server assistance for food orders.
Provides machine reservation service to eligible guests.
Performs minor machine repairs.
Keeps well informed of various types of slot machines to answer any questions regarding games and bonus plays.
Maintains a currency bank and provides change assistance and ticket redemption service to guests.
Responsible for verifying and countersigning gaming machine hand pays.
Actively solicits club enrollment of un-carded guests and processes on-the-floor enrollment.
Utilizes strong sales tactics to promote club program and benefits.
Increases awareness of promotions and events.
Maintains awareness of housekeeping needs in assigned area and timely reports to supervisor/manager.
Participates in various initiatives designed to enhance guests’ gaming entertainment by creating a high-energy and fun environment.
Responds to all guest requests/complaints, and follows through to assure satisfactory outcome and compliance.
Notifies supervisor/manager of any guest issues that arise in a timely manner.
Maintains knowledge of gaming trends and technology.
Attends all scheduled team member meetings and trainings.
Maintains knowledge of and effectively promotes company services and players’ club program.
Adheres to all company and department policies, procedures, and standard operating guidelines.
Adheres to all hygiene and safety standards. Ensures that a clean, safe, hazard-free work environment is maintained.
Performs all other duties as assigned.
FOUR STAR AND FOUR DIAMOND SERVICE COMMITTMENT
All Team Members will display a Forbes Travel Guide Four Star and AAA Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Viejas Casino & Resort.
INTERACTION
SUPERVISION
Required Skills
KNOWLEDGE AND SKILLS
Demonstrated strong customer service skills including enthusiastic, energetic, professional, friendly and courteous behavior at all times.
Excellent verbal and interpersonal communication skills.
Organized, self-motivated, goal-oriented, and values teamwork.
Knowledge of basic computer skills.
Knowledge of sales techniques and best practices.
Demonstrated knowledge and ability to operate mobile devices.
Ability to multitask and work in a fast-paced environment.
Ability to adjust to and manage change effectively.
Must be dependable, timely and have high attention to detail.
Must be flexible to work different shifts, evenings, and holidays.
Required Experience
EDUCATION/CERTIFICATION
EXPERIENCE
KNOWLEDGE AND SKILLS
Demonstrated strong customer service skills including enthusiastic, energetic, professional, friendly and courteous behavior at all times.
Excellent verbal and interpersonal communication skills.
Organized, self-motivated, goal-oriented, and values teamwork.
Knowledge of basic computer skills.
Knowledge of sales techniques and best practices.
Demonstrated knowledge and ability to operate mobile devices.
Ability to multitask and work in a fast-paced environment.
Ability to adjust to and manage change effectively.
Must be dependable, timely and have high attention to detail.
Must be flexible to work different shifts, evenings, and holidays.