Guest Service Attendant

JOB SUMMARY The HHR Guest Service Attendant is responsible for creating memorable moments for the guest by delivering friendly, timely and accurate service to every guest, every time. This position will engage with all guests and Team Members professionally and provide friendly, efficient service and assistance to guests and Team Members as needed. JOB RESPONSIBILITIES HHR Guest Service Attendant consistently delivers exceptional guest experience throughout the shift. Anticipates guest’s needs and is intentional in establishing a rapport with all guests. Observes and maintains contact with guests within an assigned section of the gaming floor and enhances the guest experience through the service provided. Knowledgeable of the membership benefits of the player’s loyalty program and the importance of the guest playing with their card. Capable of answering guest inquiries about the player’s loyalty program and willing to ask for assistance when necessary. Is vigilant in identifying guests not playing with a loyalty card and approaching them in a friendly and helpful manner to encourage the use of the card. Takes the initiative to offer a player’s loyalty card to non-members and execute the sign up. Assists in the reprinting of the player’s loyalty card for those guests who forgot their card or misplaced it. Initiates, and accurately verifies jackpot payouts. Performs currency exchanges and other cash transactions with the highest attention to detail. Performs minor repairs on gaming terminals, including bill validator and printer jams, as needed. Provides guest assistance in the event of a minor malfunction of a terminal and requests assistance for malfunctions requiring advanced technical skills. Ensures optimum terminal operation and minimal terminal down time by immediately reporting any malfunctions to the supervisor. Responsible and accountable to comply with all key control policies and procedures set by The Nash Casino. Consistently carries out terminal illumination and appearance checks. Promptly answers any calls for assistance from guests and fellow Team Members. Addresses all floor disputes and complaints in a diplomatic and professional manner and refers any unsettled disputes to a supervisor or manager. Provides directions and escorts the guest as needed. Utilizes the radio as instructed and always in a professional manner, if provided. Meets the attendance guidelines of the department and adheres to departmental and company policies. Possesses the ability and willingness to work in a fast-paced and high-volume environment. To provide BIG Service to guests and ensure their complete satisfaction, inclusive of greeting and interacting with guests in a friendly and enthusiastic manner, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset. Ability to keep a friendly, calm, and helpful demeanor in high-stress situations and in a continuously fast-paced environment. The ability to develop and maintain professional, trusting, and positive working relationships with managers, supervisors, staff, coworkers, guests, and vendors. The ability and willingness to ensure that work activities are completed accurately, efficiently, and in a timely manner. The ability to work safely. This includes clearly understanding and following The Nash Casino safety policies and procedures. Completing work in a safe manner, caring about safety of self and others, responding appropriately in an emergency, and reporting unsafe conditions immediately. Maintain regular attendance at scheduled shifts and staff meetings in accordance with the Time and Attendance policy. Assist with training/mentoring of new Team Members as requested. Maintain all appearance standards in accordance with established uniform and appearance guidelines. Inform manager on duty of any irregularities and unusual situations when they occur. Is honest in all interactions and displays a high degree of integrity. Ability to work independently with little to no supervision or as part of a team, is required. Must be and remain compliant with all legal Nash Casino regulations for working in the industry. EDUCATION AND EXPERIENCE High school diploma or general equivalency diploma (GED) preferred. Internal candidates must have been in their current position for at least six months and have no active disciplinary action during the last six months. Ability to work a variety of shifts, this includes day, swing, late-night, weekend, and holiday shifts as scheduled. Must be able to obtain and maintain a valid New Hampshire gaming license. Must be 21 years of age or older. Must pass all pre-screening and background checks. PHYSICAL & MENTAL DEMANDS AND WORKING CONDITIONS Must be able to move in and around the work area throughout the entire workday. Must be able to sit, stand or walk for extended periods of time. Must be able to repeat the same movements throughout the shift. Must be able to engage and interact with all guests appropriately and work well under the pressure of a fast-paced environment. Must be able to successfully communicate on a regular basis with all co-workers, vendors, and guests both in person and over the telephone. Must be able to answer all inquiries and provide assistance and information in a professional and accurate manner. Must be able to access and interpret information on computer screens. Must be able to work in environment where smoking is permitted, and can be loud with guest chatter, overhead music, and live entertainment. Must be able to lift and carry up to 50 pounds and respond to visual and aural cues. Requires the ability to distinguish letters or symbols and eye hand coordination. The Nash Casino is an equal opportunity employer (EOE). Qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, marital status, disability, sexual orientation, or any other characteristic protected by state or federal law. Guests must be at least 21+ years of age to enter or utilize this property. GAMING PROBLEM? If you are struggling with problem gambling, contact the NH Council on Problem Gambling: View email address on click.appcast.io | NHProblemGambling.org The NH Council on Problem Gambling is a private, non-profit agency created to address the social, financial, and emotional costs of problem gambling. 24/7 Free Confidential Helpline | View phone number on click.appcast.io | 1-800-GAMBLER (426-2537) EXCLUDED PATRONS: Individuals on our self-exclusion or banned list will not receive any winnings and are subject to arrest for criminal trespass if found on the gaming floor or engaging in gaming activities. #J-18808-Ljbffr