Guest Assistance Officer

Title: Guest Assistance Officer
Department: Lodge - Security
Location: CO - Lodge & Gilpin - Black Hawk
Employment Duration: Full time
Available Shift: Open
Pay Range: $14.00 / hr Effective Rate $16.45

Description

General Summary of Job Duties

To patrol the property while assisting guests and co-workers as required.  Providing excellent customer service while performing asset protection duties.

 Essential Job Responsibilities and Duties

  • Maintain a high quality of guest service according to The Lodge Casino Mission Statement and F.A.S.T. Track Values Statement.
  • Protects casino assets to include blackjack fills, slot support, BV drop, BJ/Poker drop, Kiosk drop and emergency and final drops.
  • Responds to events in the casino including medical situations and other customer needs.
  • Writes and prepares customer and employee incident reports as necessary.
  • Responds to general support needs such as employee or customer escort, hotel issues, lost and found inquiries, employee injuries, and safety issues.
  • Provides security for funds transported within the casino.
  • Prepares First Report of Injury. (Employee Injuries).
  • Regular, predictable attendance is an essential function of your job.
  • Responds to Valet accidents as needed.
  • Check ID’s
  • Property patrols
  • Support of management for code 3’s
  • Other related duties including but not limited to complying with the following;  Colorado Limited Gaming Act, Colorado Gaming Rules and Regulations, Colorado Internal Control Minimum Procedures, Colorado Liquor and Beer Codes, Federal requirements for Anti-Money Laundering, Company Policies, and IRS reporting.
  • Thorough knowledge of applicable Company and departmental policies and procedures as well as the willingness to learn and follow any policy or procedure that may be introduced in the future.
  • Adhere to all appearance and uniform standards.
  • Maintain an open line of communication with Management.
  • Maintain a positive and professional demeanor during all interactions with guest, fellow Employees, and Vendors.
  • Ability to accept performance feedback in a professional manner.
  • Regular attendance and arriving on time to all scheduled shifts and mandatory meetings.
  • Other duties as assigned.

General Job Responsibilities and Duties

To perform the job successfully, an individual should demonstrate the following F.A.S.T. Track Principles:

  • FRIENDLINESS
    • Offer a warm greeting to everyone you encounter with a smile and eye contact.
    • Practice mutual respect by dealing honestly in all interactions.
    • Use genuine listening skills and offer sincere responses.
    • Promote positive interactions with both external and internal guests through sincere greeting and communications.
    • Be approachable, listen and lead by example.
  • ACCOUNTABILITY
    • Be proactive and positive.
    • If I don’t know, I’ll find out and if we don’t have it, I’ll try to get it.
    • Support and practice the F.A.S.T. Track Principles from the executive level to the front line staff level.
    • Acquire knowledge, training and education. Communicate it to all employees.
  • SERVICE EXCELLENCE
    • Anticipate our guests’ needs before they ask.
    • Contribute ideas and solutions to improve customer service.
    • Escort our guests rather than point.
    • Take personal pride in the quality of your work.
    • Actively seek feedback from our guests concerning our service and atmosphere.
  • TEAM WORK
    • Share and explain information.
    • Great teams consist of great performers.
    • Create a culture of two-way communication with employees and guests.
    • Be courteous, kind and patient with each other.

Skills, Education and Other Requirements

  • Basic Reading and Writing skills.
  • Ability to follow written and oral instructions.
  • Communication skills that contribute to smooth working relationships with co-workers.
  • Ability to function as part of a team.
  • Ability to remain calm and professional when under pressure.
  • Knowledge of Colorado Gaming regulations.
  • Basic computer skills.
  • Must possess a valid Colorado Gaming License
  • Ability to obtain CPR, First Aid, AED certifications and Tips certification.
  • Must possess a valid Colorado Drivers License
  • High School Diploma or GED preferred. 
  • One year security operations experience helpful

 

 

 


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