Guest Services Representative/Guest Services Supervisor

Gateway Casinos•Innisfil, ON

1d•Onsite

About The Position

We’re looking for a guest whisperer. We define this as a friendly, patient and intuitive customer service pro who knows how to maintain a Zen demeanour while thriving in a busy work environment and ensuring guests have an exceptional experience. If this sounds like you, then apply for this exciting opportunity at Gateway. Don’t miss the chance to get your foot in the door of a growing national company and allow your career to blossom.

Requirements

A minimum of two (2) years of experience in the service industry (Gaming Preferred) with minimum of one (1) year of supervisory experience
Post-secondary education in a relevant field (Gaming, Hospitality, Service, Marketing)
The ability to obtain registration as a Category 1 Gaming Assistant with the Alcohol and Gaming Commission of Ontario and Smart Serve License
Ability to lift up to 30 pounds
Ability to stand for long periods of time
Able to juggle multiple tasks, manage time efficiently, and thrive in a fast-paced environment
Excellent organizational, interpersonal, analytical, communication, and problem-solving skills
Friendly and personable energy and a willingness to go the extra mile for guests
Intermediate knowledge of computer programs and mathematical skills
Patient, positive demeanour with everyone you meet
Proven high level of customer service and strong dispute resolution skills
Strong leadership skills and familiarity with a high-volume, fast paced, shift-work environment

Responsibilities

Meet, greet and assist guests, answer inquiries, and provide solutions for any concerns
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.