Senior Representative, Guest Services

Job Description

Job Description

Under the direction of the Supervisor, Guest Services, the Senior Representative - Guest Services is responsible for providing Best in Class service at every opportunity while assisting the needs of the guest in a variety of areas, dependent upon assigned schedule.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Is responsible for promoting and encouraging Club Card membership and Club Card usage, which includes systematically issuing and replacing Club Cards, maintaining Club Card accounts, and handling various related transactions associated with Club Card memberships. Participates in observation of suspicious activity throughout Casino and follows required procedures for completing Title 31 Report forms
2. Assists with promotions and special events, which may include distribution and setup of promotional gift giveaways and monetary gift giveaways such as gift cards. Promotional setup and distributions include, lifting of up to 25lbs. and opening and unpacking boxes. Monetary promotional events include handling of large sums; including verifications, counting, and balancing processes.
3. Is responsible for Club Card membership sign-ups and reprints throughout Casino floor. Responsible for picking up trash, pushing in chairs, and engaging with guests through greetings, answering questions, and escorting guests to various locations.
4. Assists with crowd control during emergency medical situations, special events and overcrowding, while maintaining and promoting health and safety protocols as outlined by Department and Enterprise. Implements evacuation procedures during crises and mandatory evacuations by following assigned duties and attending to needs of special needs patrons. Assists with guest service needs at special events to ensure success of events; including concerts, VIP parties, Slot tournaments, VIP gift night and promotional drawings. Participates in observation of suspicious activity throughout Casino and follows procedures related to Compliance matters.
5. Performs other duties as assigned to support the efficient operation of the department.

EDUCATIONAL, EXPERIENCE AND QUALIFICATIONS

• High School Diploma or GED required.
• Minimum one (1) year experience in customer service environment required.
• Minimum one (1) year cash handling experience required.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Basic proficiency in Microsoft Office (Word and Excel) preferred.
• Ability to read, write and communicate in English required; bi-lingual preferred.
• Must be outgoing, approachable, and maintain good personal grooming habits.

REQUIRED LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• Select One of the Following for Driving Responsibilities: No Driving Responsibilities: Role does not require a driver’s license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled casino setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Must be able to work in a fast-paced, high-demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves standing most of the time and may sit at times. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.