Overview:
Under direction of the Guest Services Supervisor, the incumbent ensures the swift expedition of our guests through the parking process while creating genuine rapport with them upon arrival.
Responsibilities:
- Conducts him/herself in accordance with all Gaming Control Commission Regulations as well as departmental policies and procedures.
- Acknowledge all guests utilizing the 10/5 rule and using the guest name whenever possible
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Works with existing Hard Rock standards and develops property-specific standards to ensure exceptional quality, value, and presentation of service standards
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Creates a culture of high ethical standards, integrity and service at all times
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Utilizes effective communication to create a culture of excellence and professionalism as it relates to customer service, employee relationships and interdepartmental interactions.
- Expresses positive body language and attitude while delivering superior customer service at all times
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Participates in quality assurance program and helps Guest Services achieve a top-tier customer ratings
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Works with existing Hard Rock standards and provides feedback to enhance property-specific standards
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Takes ownership of customer concerns and questions, while escalating any larger service opportunities to Supervisor swiftly.
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Able to sort, assemble and reconcile paper documents (receipts, tickets, etc.)
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Maintains cash bank and prepares daily deposit of funds, along with being responsible for posting cash payments and providing customers with receipts.
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Must be capable of viewing computer monitors/screens for extended periods of time
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Maintains accurate property information through property fact sheet and other forms of communication.
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Able to travel to and from cashiering location situated outside the main building.
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Assure all safety policies and procedures are followed
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Able to attend training and meetings as and when required.
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Report for duty punctually wearing the correct uniform/attire. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department personal appearance standards.
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Ensure prompt and discreet notification to managers and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
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Other duties as assigned
Qualifications:
- High School diploma, GED, or equivalent required.
- Must possess the ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
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Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
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Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
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Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.
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Must possess working knowledge of computers; proficiency in utilizing point of sale system is preferred.
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Demonstrated aptitude in addition, subtraction and the operation of calculating machines.
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Must be detail oriented.
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Must possess excellent time management skills.
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Must be willing and able to work flexible hours including evenings, weekends.