Job Description

Summary Statement:

The Gaming Concierge is the face of guest service on the casino floor, with a focus on slots. This includes welcoming guests to Resorts World, enroll players into our Genting Rewards program, accurately processing and paying jackpots, performing minor maintenance of slot machines, assisting guests with various requests and needs, and supporting efforts to promote game play. Key responsibilities are providing exceptional service to Resorts World guests and creating an atmosphere that positively contributes to the guest experience.

Primary Job Duties: – Includes but is not limited to:

• Circulate through an assigned area and respond to slot machine calls and customer requests in a quick and timely manner, and ensure the area is clean and safe.
• Providing excellent and personalized guest service while consistently smiling, greeting, and making eye contact with each guest and attending to their requests and needs.
• Enhancing guests’ casino experience by assisting with property and slot related questions, slot machine payouts, and enrollment into our Genting Rewards program.
• An ambassador of Resorts World and our Genting Rewards program, promoting and recommending Genting Rewards and Resorts World shows, restaurants and attractions to guests and stays current on property and departmental news and events to answer guests’ questions.
• Accurately and neatly complete all control documentation including jackpot slips, and necessary tax forms in accordance with Gaming Regulations and Resorts World policies and procedures.
• Accurately and securely maintain a currency bank to hand-pay jackpots and provide change assistance to guests.
• Works closely and communicates with other departments such as Cage, Food & Beverage, EVS and Security.
• Takes ownership of guest issues and acts quickly to resolve them within their scope of authority.
• Assists the Casino Operations Team (Table Games, Sports Book, Poker, etc.) with any tasks or special events as needed.
• Ensures compliance with all applicable gaming laws and company internal controls, policies and procedures and federal regulations as they apply to the position.

Qualifications: – Includes but is not limited to:

• Ability to communicate effectively in English in both in oral and written forms.
• Possesses excellent customer service and interpersonal skills and a positive attitude to effectively deal with all guests, other Team Members and their needs.
• Ability to work a flexible schedule and varied shifts, including nights, weekends and holidays.
• Maintain a professional, polished appearance and demeanor adhering to Resorts World standards.
• Excellent cash handling and strong basic math skills.
• Above average computer and technical skills.
• Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies and procedures.

Preferred

• Previous customer service experience in a similar or related field
• At least 3 years of cash handling experience

Minimum Education and Experience:

• A High School Diploma or equivalent
• At least 21 years of age.
• At least 3 years customer service experience in a similar or related field

Preferred:

• Previous experience in slot operations
• Previous experience working in a large, luxury resort setting

Certificates, Licenses, Regulations:

• Proof of authorization/eligibility to work in the United States
• Ability to obtain the following:
  • Nevada Gaming Registration

Physical Demands:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Able to withstand prolonged walking, standing, stretching, bending and kneeling without restriction, and tolerant to a work environment with varied environmental factors such as, but not limited to, noise, dust, smoke, temperature, illumination, and CRT fatigue
• Able to work in a fast-paced, busy environment and maintain physical and mental stamina and attitude while dealing effectively with multiple guests, management, Team Members, and outside contacts
• Must be able to lift and carry a minimum of 10 pounds

At Resorts World Las Vegas, we believe that every member of our team is an ambassador and is essential to the success of our company. We expect all Team Members to take personal ownership in ensuring everything they do is in the best interest of the company and that all will adhere to our five core non-negotiable responsibilities.

• Everyone is an Ambassador–No matter where you work at Resorts World Las Vegas, it is your responsibility to treat this property like you would your own home. No one gets hurt, everyone feels secure, the environment is clean, and every guest gets what they need.
• Everyone works in Safety–If you have a safety concern, it is your responsibility to address it by correcting it or notifying the appropriate department or individual.
• Everyone works in Security–If you See Something, it is your responsibility to Say Something. You must notify the appropriate department or individual if you feel there is a security concern.
• Everyone works in EVS–If there is trash on the floor, it is your responsibility to pick it up. If it is a mess that needs more attention, it is your responsibility to notify the appropriate department or individual.
• Everyone works in Guest Experience–If a guest needs assistance, it is your responsibility to assist that guest and do so with a smile. If the guest needs more assistance than you can provide, it is your responsibility to notify the appropriate department or individual.