Job Description

Under the direction of the Slot Floor Supervisor(s) and Slot Shift Manager(s), the Guest Services Representative is responsible for providing exceptional guest services at the Guest Services Desk and the gaming floor to enhance guest experiences and is often the first point of contact for casino guests. Must be collaborative, must excel at multi-tasking and must display exceptional communication and interpersonal skills. Contributes to a safe and welcoming work environment for all employees. Motivates, leads by example, and provides a learning environment. Ensures adherence to all policies and procedures. Above all else, must embrace and be aligned with Casino Nova Scotia’s culture and philosophy of providing outstanding entertainment experiences.

Job Duties

• Greets guests in person; offers information on the facility, events and promotions
• Display the drive and passion to deliver an exceptional guest experience
• Ensure Casino guests know that they are valuable and that we appreciate their loyalty
• Keeps up to date with current and upcoming promotions and launches
• Knowledgeable of all aspects of the Players Club Program and encourage new Players Club sign-ups
• Exceed the expectations of all guests (both internal and external) by responding attentively, efficiently and politely to all guest requests, concerns or needs
• Knowledge of all casino services, as well as the Halifax area, with the ability to promote and direct guests to these areas
• Makes regular gaming floor announcements with flare
• Go the extra mile for our guests with friendly service and thoughtful gestures that create lasting connections
• Execute promotions (either from the Desk or on the gaming floor)
• Responsible for issued keys and float contracts signed out via the Casino Cage
• Assist guests with Power Rewards (up-loading free play) – including a thorough knowledge of the program
• Actively seek out opportunities to enhance guest experiences on the gaming floor via explaining e-promo, Players Club program, parking, signing up new guests for the Players Club program and explain the benefits that come along with signing up and promoting in-house promotions
• Sell show tickets
• Promote positive relations with tour buses and/or groups that visit the casino
• Answer incoming calls from the casino and marketing phone lines using appropriate etiquette
• Work closely with Executive Host(s) to ensure events are executed including RSVP’s
• Ability to handle difficult guests and turn a negative guest issue or concern into a positive one
• Develop and cultivate strong working relationships with all stakeholders: guests, ownership, employees, vendors and regulators
• Ensure compliance with licensing laws, health and safety and other statutory regulations
• Perform other duties as assigned or directed

Minimum Qualifications

• Embraces the Casino Nova Scotia culture and philosophy and has a playful, infectious and "all about the guest" attitude!
• Minimum Grade 12 or equivalent is required
• Minimum of 2 years of customer service experience is required
• NSAGD License is required
• Satisfactory attendance is required
• Demonstrated ability to build and maintain respectful departmental relationships is required
• Demonstrated ability to be comfortable speaking in front of groups is required
• Demonstrated ability to be comfortable interacting one-on-one with customers is required
• Demonstrated effective interpersonal skills is required
• 1 year computer experience is required
• Must be able to read, write and speak English
• Ability to display open and positive body language at all times is required
• Concierge or front desk experience is preferred