Guest Service Representative 525 views

The Exceptional Entertainment Experience We’re building a legacy at Snoqualmie Casino by providing our guests an Exceptional Entertainment Experience. Team Members at every level have made the commitment to deliver on this promise every chance they can.

The guest service practices that support this promise are:

• We appreciate that our guests have selected Snoqualmie Casino as their choice for entertainment.

• Support other team members – help them be successful in their jobs.

• Understand that when we’re on the floor we’re on stage.

• We deliver our promise to every guest on every visit.

PURPOSE Responsible for answering phones, taking direct calls and connecting callers in a courteous and professional manner.

SUPERVISORY SCOPE None. Essential Duties / Responsibilities

• Operate switchboard, answer calls, transfer calls, and taking and routing messages.

• Respond to Guest inquires professionally through inbound and outbound calls, traditional mail, and e-mails.

• Maintain daily call log.

• Process all comment cards, emails and phone calls in comment log.

• Assist Casino Guests with reservations.

• Alert Security to potential problems and emergencies. • Provide general administrative support with Marketing, Promotions, Events and other departments.

• Utilize several different software applications, including but not limited to Windows, Excel, Word, Outlook, KMAN, Patron, RSVP, Publisher, Power Point, Casino Web Site and Intranet.

• Assist in maintaining accurate contact information for Guests.

• Provide information and directions.

• Be knowledgeable of all Snoqualmie Casino promotions and events.

• Work with Casino hosts in following up with higher level Tiered Players.

• Update directory and calendars on a frequent basis.

• Process return mail by correcting and updating addresses.

• Assist in updating Casino Player information.

• Other duties and responsibilities as assigned. Requirements Education and Experience:

• High School Diploma / GED; Recognized Equivalent of a High School Diploma (RED) or Foreign High School Diploma (FHD).

• One (1) year guest service experience Skills And Abilities

• Excellent guest service skills, actively look for ways to assist Guests.

• Strong communication skills. Must have a clear and easily understood voice with the ability to use proper language.

• Strong active listing skills. Giving full attention to Guests, taking time to understand points being made, and asking questions as appropriate.

• Must possess the ability to maintain a calm demeanor while dealing with all Guests in a variety of situations.

• Successfully complete Word and Excel proficiency test.

• Successfully pass a typing accuracy test with in a range of 35 to 45 WPM. • Ability to work professionally in close quarters to other Representatives

• Must be able to maintain a high level of confidentiality. Preferred Education and Experience:

• One (1) year guest service experience in a PBX/Reservation/Call Center role in the casino and / or hospitality industry.

• One (1) year working in reservations.

• Bilingual a plus.

• Able to assist individuals whom English is not their first language. Required Training

• New Team Member Orientation.

• MAST (Class 12 Permit) Training.

• Team Member Policy Handbook.

• Department Policy Handbook.

• Guest Service Standards.

• Bloodborne Pathogens.

• Any position related training deemed necessary by Department Manager.


• Must possess sensitivity to the Native American culture.

• Must be a minimum of 18 years of age.

• Must be able to obtain and maintain a Gaming License.

• Must comply with all Snoqualmie Casino Policies.

• Must successfully complete an Introductory Period.

• Must be able to communicate and interact with Guest, Co-workers, and Management in a professional and courteous manner.

• Must follow all Safety Rules and Regulations.

• Must adhere to Dress Code and Appearance Policies.

• Must maintain and wear uniform provided by the Snoqualmie Casino, if applicable.

• Practice good personal hygiene.

• Must be willing to work all shifts, weekends, and holidays as deemed necessary by the Department Manager.

• Must be flexible regarding the hours and days worked, including extensive hours depending upon the demand.

Only candidates can apply for this job.
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(855) 383-3332

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8690 Aero Drive, Suite #115 – 224
San Diego, CA 92123

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510 Plaza Dr. Suite 2230
Atlanta, GA 30349

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