Guest Service Representative

Four Winds Casinos Career Site • South Bend, IN

10d • Onsite

About The Position

Responsible for promoting the success of the player’s club by assisting guests through all facets of the membership process, promotional gift distribution/preparation, and seating of guests for ticketed functions. This role involves enrolling new guests, executing casino gift events, maintaining knowledge of the player's club to explain it to guests, and preparing promotional gift product. The representative will transport promotional product using a pallet jack, verify guest identification for promotional event eligibility, and redeem promotional gift coupons through database gaming software. They will also identify and verify promotional drawing winners, distribute complimentary event tickets, and use ticket scanner equipment to verify event tickets. Additionally, the role includes seating patrons, understanding event seating layouts, assisting with other marketing events (e.g., invited player parties, slot tournaments, Bingo), inspecting and re-stocking player’s club printed materials, issuing complimentaries, and preparing materials for guests arriving via bus lines. The representative will greet guests arriving by bus, provide smooth and efficient service, resolve minor guest conflicts, and maintain knowledge of casino facilities and events. Facilitating information flow through departmental meetings and ensuring maximum guest service and satisfaction are key. The position requires attention to detail and the ability to manage multiple tasks. The role also promotes an atmosphere of fun for guests and encourages mutual respect, dignity, and integrity among employees by setting positive examples.

Requirements

• High school diploma or G.E.D. preferred.
• One year of related experience preferred.
• Must possess excellent communication skills.
• Must be computer literate with knowledge of Microsoft Word, Excel and other marketing programs.
• Must be detail oriented and well organized.
• Must be able to work under stressful conditions and coordinate multiple projects.
• Willingness and ability to be trained on operation of an electric pallet jack for certification is required.
• Applicant must successfully complete screening for essential job functions.
• This position requires a Level 4 Gaming License.
• Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.
• Ability to respond to common inquiries from other employees or guests.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to apply common sense reasoning to variety of situations.

Responsibilities

• Enrolls new guests in the player’s club.
• Executes casino gift events.
• Maintains a working knowledge of the player’s club in order to effectively explain same to guests.
• Prepares promotional gift product by counting and unboxing product and, in some instances, palletizing product.
• Transports promotional product from pre-event storage locations to promotional event locations through the use of a pallet jack.
• Verifies guest identification for promotional event eligibility.
• Redeems promotional gift coupons through database gaming software with a working knowledge of additional aspects of same.
• Identifies and verifies promotional drawing winners.
• Distributes complimentary event tickets designated for casino customers at specified locations within the casino.
• Uses ticket scanner equipment to accurately verify individual event tickets brought by patrons to event entry locations.
• Seats patrons in designated locations as specified on individual patron tickets.
• Has a good working knowledge of event seating layout.
• Assists as designated during other marketing events held at the property, including invited player parties, slot tournaments and Bingo.
• Inspects and re-stocks player’s club printed material.
• Issues complimentaries for guests when appropriate level of play has been established.
• Assists in preparing necessary materials for guests arriving via scheduled bus line runs and charter buses.
• Greets guests arriving via scheduled line run buses and chartered bus trips.
• Provides smooth and efficient service to guests.
• Resolves minor guest conflicts.
• Maintains a working knowledge of casino facilities, as well as current and upcoming special events, in order to advise guests and fellow employees, whenever possible.
• Facilitates the flow of information throughout the department by attending scheduled departmental meetings.
• Ensures a maximum level of guest service and satisfaction is achieved and maintained.
• Must be detail orientated and be able to manage multiple tasks.
• Creates an atmosphere of fun for all casino guests.
• Encourages mutual respect, dignity and integrity with all employees, by setting positive examples at all times.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED