Guest Services Representative-PET

Position Summary

Under the general direction of the Manager, Operations, this position is responsible for being the first point of contact for our guests and provide excellent public relations and customer service to all guests and team members. This position carries out Rewards Club activities, various marketing/promotional activities, Gift Shop and coat check which includes checking and retrieving guest’s coats and personal items, ensuring the efficient operation of the Gift Shop while conducting inventory of all items, restocking shelves as required, and using a Lottery Terminal. Required to use a point-of-sale system to perform cash handling functions completely by processing sales transactions into a cash register system, reconciling a cash drawer and completing all necessary reports. Requires knowledge of all Marketing promotions, initiatives and special events. Ensures adherence to the Company’s policies and procedures, motivates and leads by example and supports Great Canadian’s learning environment while establishing a safe and welcoming work environment for all team members.

Key Accountabilities

• Using superior customer skills, welcome, meet and greet all guests of the casino complex, build working relationships accordingly, answer enquiries and provide information to deliver exemplary service levels at all times.
• Assist in the marketing efforts of the Rewards Club program and explain the benefits of Rewards Club membership to new and existing guests.
• Using computer hardware and software provided, process Rewards Club transactions including (but not limited to) signing up new Rewards Club members, issuing point redemption vouchers or other vouchers to members, completing paperwork, distributing coupons (or other material), reviewing, updating, and saving member data as needed according to established guidelines, policies and procedures.
• Assist with the implementation of on-site events, promotions, and entertainment initiatives.
• Carry out coat check; collect and return guest items.
• Maintain outstanding store condition and visual merchandising standards.
• Processes all cash and credit card transactions utilizing the P.O.S. system.
• Ensures accurate cash handling and reconciliation of sales and/or cash float at the end of the shift.
• Conducting inventory of all items, restocking shelves as required, and using a Lottery Terminal.
• Answers guest enquiries; informs or re-directs calls accordingly.
• Track lottery tickets within the Gift Shop as per Company Policy when on shift.
• Remain fully aware of the site’s operation and the amenities and services provided, along with promotions and marketing initiatives at all times.
• Maintain promotional merchandise including tracking.
• Maintains waiting lists for table games and the Poker Room.
• Work with the marketing team to promote cross functional communication, so that all team members are familiar with the Casino’s marketing efforts; work with the marketing team to promote an enjoyable entertainment experience for guests.
• Answer all guest’s inquiries and resolves guest’s concerns in a professional and prompt manner including bringing concerns to the attention of the Supervisor for immediate attention/resolution.
• Promote and maintain the utmost integrity, confidentiality and highest level of customer service and respect to all customers and casino personnel.
• Provide assistance to guests and fellow team members as required while ensuring that all site, departmental policies and procedures are being adhered to.
• Comply with security policies and procedures in order to secure company assets.
• Maintain a clean and safe work environment. Comply with safety procedures and identify unsafe practices or conditions to the guest service supervisor.
• Ensures compliance with licensing laws, health and safety and other statutory regulations.
• Manages other initiatives as required.

Education And Qualifications

• Post-secondary education in Marketing or business preferred.
• Minimum one (1) year experience in the customer service field.
• Minimum one (1) year experience with cash handling and with POS systems preferred.
• Possess excellent interpersonal, communication and organizational skills, strong verbal and written communication skills with attention to detail.
• Ability to work and thrive in a team-oriented environment, and be able to function independently.
• Ability to work in a physically demanding area and be familiar with a high-volume, fast-paced, multi-tasking environment.
• Must be available for shift work; be able to stand for long periods of time.
• Must be comfortable working with computers and possess some knowledge or experience using with basic computer software applications (i.e., Word, Excel, etc.).
• Must be able to work all shifts including weekends.

Work Environment Considerations: Regular Casino environment, standing and walking for long periods of time, lifting up to fifty (50) lbs., some elements of danger, some exposure to noise, and non-traditional work hours.

Compliance Requirements: Every team member is required to comply with all requirements of the company’s Corporate Ethics and Conduct Manual and with all other company policies as communicated. Every team member is required to be familiar with the business process documentation and internal control objectives related to their position and how their job description aligns with specific internal control activities for which they are responsible. Every team member is required to adhere to all company and regulatory policies as they relate to functions of their position.

Licensing and Certification Requirements: Permanent employment may be dependent upon the authorization and continued approval of the provincial regulatory bodies. New team members may be required to complete an application and, if required, will begin work only after regulatory approval is granted. Existing team members will re-apply as necessary, and continuing work will be dependent upon successful re-application. For positions that require additional certification, the appropriate level of certification is required to be maintained.

About Us
Who we are!
GREAT ENTERTAINMENT. GREAT PEOPLE. GREAT INVESTMENT. GREAT CANADIAN.

Since our inception in 1982, Great Canadian has grown to be one of the largest and most dynamic gaming and entertainment companies in Canada. With 25 properties across Ontario, British Columbia, Nova Scotia, and New Brunswick, our facilities include over 16,000 slot machines, 575 table games, 71 dining amenities and over 500 hotel rooms. Working closely alongside our crown agency partners, our team of ~8,000 strive to offer the very best gaming, entertainment, dining, and hospitality experiences.

Our Vision is to be the leading gaming, entertainment, and hospitality company in our chosen markets by providing superior entertainment value and exceptional experiences.

Our Mission is to provide outstanding experiences to our guests, rewarding opportunities for our team, and superior value to our shareholders.

What's in it for you?

• We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
• We provide you with the tools and technology needed to delight your clients!
• You'll get to work with and learn from diverse industry leaders, who have hailed from top organizations around the world.
• Freedom to Innovate: supports new and better ways to be successful.
• Be your Authentic Self: environment that values diversity as a source of strength.
• This isn't your typical "corporate" job. We work hard and we have fun!

The only thing we don’t play games with…..is your career!

Great Canadian Entertainment is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to employing a workforce that reflects the diversity of our communities in which we live and serve.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.

Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Thank you for your interest in Great Canadian Entertainment!