Customer Services/Guest Services Desk $20.00 per hour plus tips

Commerce Casino is the world’s largest card casino offering more than 200 tables. Established in 1983, the casino values its staff of over 2,500 employees and is proud to be known as “Where the World Comes to Play.” Commerce Casino offers a comprehensive benefits package to include medical, dental, vision, life, flexible spending accounts, 401(k), vacation time, and much more!

PRIMARY JOB FUNCTIONS

This position provides the highest level of service and accurate information to all our guests. Creates a friendly and welcoming atmosphere for both internal and external guests. The standards and expectations of this role are providing general information regarding all aspects of casino and hotel, promotions, events, tournaments, player membership, player rewards, player recognition, along with our onsite services and amenities offered throughout the property. Possess a composed, polished, professional and friendly attitude throughout all team and guest engagement. Our Guest Services Desk acts as an ambassador to all guests while performing the following duties as well as demonstrating the highest level of service by implementing Best Practices. Make Eye Contact, Smile, Engage, Exude Pride, Passion and Professionalism in all that you think, say and do.

                                     Essential Duties and Responsibilities

1. Enrolls new guests into the Commerce Players Club. Including providing sign up assistance and troubleshooting for The Commerce website and App.
2. Maintain all aspects of property database and player programming such as updating of guest records, flagging of duplicate accounts, preferences, redemption information.
3. Create opportunities to personalize interactions and help with hotel or spa reservations, on and offsite events, celebrations, tours, transportation along with any other special guest requests.
4. Issue complimentary gifting / redemptions based upon the qualified play or approval.
5. Perform all duties in an organized, detail oriented, confidential and professional manner.
6. Operates all Department programming and Micros systems. Responsible for individual cash bank and money transactions.
7. Ensures a maximum level of guest service and satisfaction is achieved and maintained.
8. Delivers advanced working knowledge of property facilities, as well as current and upcoming events, casino and hotel services and amenities.
9. Ability to resolve miscellaneous guest complaints, referring to the appropriate supervisor/manager when necessary.
10. Routinely maintain, inspect, order, restock inventory of its products and material supplies, as needed for department or workstation.
11. Assists Marketing and Casino Ops with promotional responsibilities including, but not limited to, jackpot winner photos, drawing paperwork, unboxing, staging maintain lines, registration and handing out gifts.
12. Has general knowledge of Floor and Gaming policies and procedures.
13. Communicates effectively with our leadership, guests, team and other departments
14. Performs all other duties as assigned by Guest Experience Department Head.

QUALIFICATIONS

Work Experience Required min. 3-4 years’ experience in the hospitality industry.

Education: min. High School Diploma or equivalent, combination of work experience and education. 

Knowledge Required: General knowledge of computers, printers, scanning, Microsoft Windows, office, excel, reporting, money transactions, email and telephone etiquette.

OTHER REQUIREMENTS 

• Must be able to speak, read, and understand English.                                              Bilingual (Spanish, Mandarin, Korean or Vietnamese) is a plus.
• Excellent verbal, written and interpersonal skills.
• Ability to stand and walk the entire shift excluding breaks and meal periods.
• Able to lift over 45 lbs. and perform other physical duties.
• Must demonstrate a positive, welcoming, friendly and enthusiastic approach to all tasks.
• Outstanding work performance, reliability of task completion, attendance and punctuality.
• Must be able and willing to work a flexible schedule, to include evenings, weekends and holidays.
• Must be clean, well-groomed, and have a professional appearance.
• Must have a Gaming License (or the ability to obtain and maintain a license) as a requirement for this position.