Guest Service Lead Representative

Title: Guest Service Lead Representative
Department: Gilpin - Guest Services/Cage
Location: CO - Lodge & Gilpin - Black Hawk
Employment Duration: Full time
Available Shift: Swing
Pay Range: $15.00- $17.00 + Tips

Description

General Summary of Job Duties

This position is responsible for accurately handling large sums of cash, communicate with and assist other personnel, perform customer service and train new employees.

Essential Job Responsibilities and Duties

  • Maintain a high quality of guest service according to Jacobs Entertainment, Inc. Mission Statement and F.A.S.T. Track Values Statement. 

  • Assist in maintaining Coin Room Inventory in compliance with Gaming guidelines – and is accountable for the monies entrusted to them and comply with all gaming regulations and accounting practices.
  • Assist in maintaining and controlling the  paperwork throughout the shift
  • Coordinates shift change activities - To ensure a smooth flow of business and a spirit of cooperation within the cage.
  • Assist in preparing the daily bank deposit of currency, checks, coin and other items
  • Restock all other cage banks with necessary currency and coin.
  • Perform all guest service representatives’ duties and assist as needed.
  • Maintain compliance with the internal Company expectations and procedures.
  • Maintain compliance with Gaming Regulations, ICMP’s and Title 31.
  • Ensures and follows all guidelines and procedures as established by management.
  • Maintain proper etiquette toward other employees and customers.
  • Ensures daily paperwork from shift is submitted to Revenue Audit at completion of shift.
  • Assists in training of new employees.
  • Coordinate all cage and club transactions, complete all paperwork and assist in problem solving. 
  • Verifies or coordinates the verification of counts into the Coin Room Inventory.
  • Assists with coordinating daily shift activity within the Cage in the absence of cage management.
  • Provide a positive work environment, encourage teamwork and cooperation within the department and with other departments.
  • Perform additional duties as requested by Cage Manager and Player Service Manager.
  • Assist Cage Guest Service Rep’s with problem solving.
  • Ensure proper equipment operation and maintain supply inventory.
  • 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

  • Must be fluent in English and have strong communication skills.
  • Ability to read, analyze and interpret common financial reports and documents
  • Must have good computer skills. Word and Excel.
  • Ability to 10 key.
  • Strong organizational and mathematical skills.
  • Ability to follow written and oral instructions.
  • Communication skills that reflect a welcoming and friendly attitude towards all guests and coworkers at all times.
  • Ability to function as part of a team, remain calm and professional when under pressure.
  • Be familiar with basic computer operations.

  • Knowledgeable of Gaming Regulations, Internal Control Minimum Procedures (ICMP’s) and Title 31 that affect Cage operations.

  • Previous cash handling experience
  • Previous casino cage experience is preferred
  • 2 yrs. supervisor/managerial experience.
  • High School Diploma or Equivalent Work Experience.
  • Must have an understanding of accounting procedures
  • Must possess a valid Colorado Gaming License

 

 


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