Guest Service Attendant II

Job SummaryThe GSA – Guest Service Attendant II is responsible for providing superior guest service to all guests and providing additional services to the Guests, including, but not limited to, payouts, answering questions, and handling minor disputes. The GSA II will also be required to perform basic maintenance or minor troubleshooting on slot machines and is responsible for the cleanliness and appearance of their area. All duties are to be performed within the guidelines of the organization’s policies and procedures, tribal regulations, and all federal/state laws, as needed.Essential Duties & Responsibilities> All Team Members must embrace and deliver Kiowa’s Guest Service Standards to every Guest on every shift, as outlined in Orientation, the Team Member Handbook, SOP’s, and any other related training.> Ensure an exceptional level of service and satisfaction is achieved throughout the properties, exceeding the expectations of external and internal Guests alike in a timely and effective manner.> Ensure adherence to all Casino policies and procedures as well as internal controls.> Maintain constant awareness of floor activity to protect the playing public and the integrity of the Casino.> Act as a host, explaining slot machine details to Guests as necessary.> Assist in the implementation of new Slot Department policies and procedures.> Maintain a good working relationship with all other Supervisors and Team Members.> Settle Guest disputes on the slot floor or refer them to the Slot Manager.> Perform, supervise, and/or verify slot machine transactions.> Process jackpots and ensure that all proper Title 31 forms are completed and accurate.> Monitor cleanliness of the slot floor and takes action to correct deficiencies.> Report all Guest complaints and compliments to the Slot Shift Manager.> Maintain knowledge of all departmental and casino promotions.> Make minor repairs to slot machines with the ability to troubleshoot or escalate issues (i.e. changing paper, bill validator jams, etc.)> Responsible for gaming keys issued to them during their assigned shift.> Observe Guests to identify regulars and learn names, professionally greeting them and assisting, as needed.> Possess a thorough knowledge of the Kiowa Reward’s Club rules and policies.> Maintain a high level of Guest confidentiality.> Adhere to all regulatory, departmental, and casino policies and procedures, and to the MICS.> Maintain knowledge of special events, hours of operation, and other pertinent information.> Maintain Alcohol awareness and Age-appropriate (identification) awareness to perform duties satisfactorily.> Perform additional duties or projects, as assigned.EDUCATION & EXPERIENCE> High School diploma or GED is required.> Level GSA II: at least 1-year experience in slot operations, guest services, retail outlet, sales, cash handling, or customer relations, is required, as well as demonstrated knowledge of slot operations and guest service standards, and gaming regulations governing slot play.> Maintain working knowledge of the Gaming Industry and the regulations governing gaming operations.Physical Demands / Work EnvironmentPhysicalThe physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job.While performing the job duties, the employee is required to maneuver in all areas of casino and related entity locations when necessary. Ability to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the offices and between buildings or properties for the duration of work hours. Frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms, including lift, carry, push, pull, or move objects, or boxes, up to 50 pounds. Visual acuity to discern and examine text, graphics, color, and symmetry. Speech to communicate clearly, express ideas and convey information in an understandable manner. Ability to hear for listening comprehension and to understand ideas presented through spoken words and sentences. Manual dexterity to operate office equipment and examine documents, records, and files. Job may sit, lift, move, carry, and balance heavy objects and involve standing and walking for hours at a time.Confer with Human Resources for additional information, as needed.MentalSocial perceptiveness to assess and understand other’s reactions and behavior. Critical thinking to use logic and reasoning, to reach conclusions or optional solutions. Comprehension in assessing, analyzing, and processing alpha, numeric and visual data, and the ability to accurately formulate or complete required documents. Mental capacity to monitor sometimes complex situations, to make quick decisions, tolerate stress, and/or conduct tasks under critical deadlines. Ability to concentrate on tasks over a period without being distracted.Work EnvironmentThe characteristics of the work environment described here are representative of those an employee encounters while performing the job functions. Work in, or visit offices, casino operations, assigned outlet, hotel, kitchen, meeting space, convention center, gaming floor, motor vehicle, various amenities, and/or additional entity locations, or external environments, as related to business. Environment includes exposure to second-hand smoke, high noise level, bright lights, and sometimes fluctuating temperatures or weather conditions. Must be able to work irregular or additional hours or shifts, including holidays or weekends, as assigned, in order to meet business needs.Disclaimer of Conditions of EmploymentThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.All Kiowa Casino employees are responsible to ensure that their designated operations are in compliance with Kiowa Casino policies, Tribal policies, State compact and Tribal gaming regulations.Conditions of employment with Kiowa Casino include passing a pre-employment drug test, a background investigation to secure a gaming license and successfully completing an introductory period as outlined in Kiowa Casino Policy. Candidates for this position will be required to have dependable transportation available to them without notice. Must also maintain a Valid Driver’s License and be insurable on our company’s policy throughout your time of employment with the Kiowa Casino.Knowledge, Skills & Abilities (KSA)To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, and/or ability required.EDUCATION & EXPERIENCE> High School diploma or GED is required.> Level GSA II: at least 1-year experience in slot operations, guest services, retail outlet, sales, cash handling, or customer relations, is required, as well as demonstrated knowledge of slot operations and guest service standards, and gaming regulations governing slot play.> Maintain working knowledge of the Gaming Industry and the regulations governing gaming operations.REQUIREMENTS, SKILLS & ABILITIES> Must be at least 21 years of age.> Regular and reliable attendance.> Must be able to work in a fast-paced environment.> Ability to work cooperatively with all departments and all team members.> Ability to maintain a professional appearance and demeanor.> Ability to maintain high confidentiality.> Ability to independently manage multiple tasks in a professional manner.> Ability to work independently with minimal supervision.> Strong computer skills with experience in word processing, databases, and spreadsheets (ability to demonstrate proficiency).> Strong organizational skills.> Excellent written, verbal, and interpersonal communication skills.> Accurate and detail oriented.> Excellent problem-solving skills.> Guest service, interpersonal, and teamwork skills necessary to maintain quality service delivery.> Basic math skills (ability to demonstrate proficiency).> Ability to stand while working for extended periods of time.> Must complete ongoing and related slot training or gaming regulations meetings/training.LICENSES & CERTIFICATIONS> Ability to obtain and maintain Gaming License is required.> Key positions require knowledge and application of Title 31 reporting requirements.> Must have the ability to pass comprehensive background check and drug test. #J-18808-Ljbffr Priority Dispatch Corp.