Guest Service Representative - Full-Time - Virginia

Live! Casino & Hotel Virginia•Petersburg, VA

12d•Onsite

About The Position

The Guest Service Representative provides casino slot players with quality service to help ensure their entertainment experiences exceed expectations. The role welcomes and assists guests, supports the Live! Rewards program, greets guests in the VIP Room, and helps carry out promotions, giveaways, and slot tournaments. It also includes assisting with slot jackpots, ticket fills, and equipment jams; repairing minor slot machine malfunctions; and contacting slot technicians when additional technical assistance is needed. The representative responds to guest questions and concerns professionally and maintains knowledge of casino and amenity operating hours. This is a union-represented position. Scheduling is governed by the applicable collective bargaining agreement, may include shift bids, and can change based on operational requirements and seniority. The role is in a large, fast-paced, 24-hour-a-day, seven-day-a-week casino where employees are exposed to alcohol, smoking, bright lights, and loud noises.

Requirements

High school diploma, GED, or equivalent work experience in a customer service environment.
Excellent customer service and interpersonal skills.
Ability to communicate with team members and guests.
Availability to work flexible shifts, weekends, and holidays.
Ability to secure and maintain any license required by the Virginia Gaming Control Board or another applicable regulatory entity, or required by Live's operating standards.
Ability to stand for long periods without sitting or leaning.
Ability to move around the casino with a sense of urgency.
Ability to work in an environment where alcohol and smoking are present.

Responsibilities

Welcome customers.
Execute new card sign-ups using handheld devices and desktop computers at the Live! Rewards Center.
Greet guests in the VIP Room and help ensure they enjoy their experience.
Inform members about benefits, contests, and promotions.
Replace lost club cards.
Distribute promotional items according to specific guidelines; promotional play may not be issued at the representative's discretion.
Assist with payment of slot jackpots, ticket fills, and equipment jams.
Repair minor slot machine malfunctions and notify slot technicians when technical assistance is required.
Extend complimentary services in accordance with the approved property comp matrix.
Respond courteously and professionally to guest questions, issues, and concerns.
Maintain knowledge of the casino, including operating hours for the casino, restaurants, and other amenities.
Comply with internal controls, standards, and procedures.
Perform other duties as assigned.