Manager on Duty/Guest Service Rep (Graveyard)

Description

Administer policies relating to all areas of casino floor, and food and beverage operations. Achieve company objectives in customer service, quality of service, and appearance of facility through training of employees and creating a positive, productive working environment.

• Ensure that all guests feel welcome and are given responsive, friendly and courteous service at all times.
• Control cash handling in the cage and on the casino floor by adhering to reconciliation procedures in accordance with gaming and casino policies and procedures.
• Fill in where needed to ensure guest service standards and efficient operations.
• Ensure that all machines and equipment on the gaming floor are kept clean and in excellent working condition through personal inspection.
• Assist in the implementation of casino marketing, advertising and promotional activities and campaigns.
• Fully understand and assist in compliance with all federal, state, county and municipal regulations that pertain to health, safety, labor and gaming requirements of the casino, its employees and guests.
• Maintains confidentiality of all relevant information concerning guests, employees, and company assets.
• Know how the alarm system works.
• Investigate accidents/incidents, and prepare reports for Security and Human Resources.
• Assign, and direct employees’ work duties/tasks.
• Ensure adequate worker coverage on the casino floor (and in the Food and Beverage department as needed). Must be able to make fair and consistent decisions regarding sending an employee home early as business needs warrant.
• Participate in employment and termination decisions.
• Continually strive to develop your staff in all areas of casino relations.
• Be knowledgeable of casino policies regarding personnel and administer prompt, fair and consistent corrective action for any and all violations of company policies, rules and procedures as per employee handbook.
• Assist in employee performance reviews to ensure effectiveness, and employee compliance.
• Address complaints and resolve issues.
• Attend management meetings.

Requirements

Education/Experience:

• High School Diploma or GED equivalent preferred.
• Casino Management experience preferred.

Language Ability:

• Must be able to communicate effectively in verbal and written English language.

Math Ability:

• Excellent math skills; ability to calculate money accurately.

Excellent customer relations and communication skills.

• Outgoing, approachable personality with the ability to meet and greet both our established patrons as well as newcomers to the property.
• Strong working knowledge of Gaming Operations.
• Ability to work effectively and cordially with co-workers and management to resolve disputes and customer issues.
• Ability to work effectively and cordially with co-workers and management.
• Must be able to write clearly and informatively.
• Excellent organizational abilities (ability to handle cash, calculate accurately, analyze and
• Account for cash and coin).
• Ability to work in high-pressure, fast-paced environment.
• Ability to maintain a high standard of professionalism at all times—while on or off duty.

Reasoning Ability:

• Manage difficult or emotional customer situations.
• Respond promptly to customer needs.
• Solicit customer feedback to improve service.
• Focus on solving conflict, not blaming.
• Able to maintain strict confidentiality regarding the company, the employees, and company operations including, but not limited to wage and salary information, employee disciplinary action taken, employee termination or pending terminations, employee suspensions or pending suspensions.

Computer Skills:

• Basic computer skills, Microsoft Office Suite Software.

Certificates and Licenses:

• Gaming Registration Card

Physical Requirements:

• Must have the ability to sit/stand/walk for prolonged periods (up to 8 hours).
• Ability to use keyboard, 10 key calculator and other office equipment.
• Must be able to move about the casino and operational areas.
• Must be at least 21 years of age.
• Reaching, bending, stretching, lifting up to 50 lbs.
• Ability to work in a noisy, smoking casino environment.