Position Summary JOB DESCRIPTION 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 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 shiftwork; 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

Great Canadian Entertainment is committed to diversity, equity and inclusion and we welcome all qualified applicants to apply to join our team of unique contributors. We accommodate people with disabilities throughout the recruitment and selection process and applicants are encouraged to advise Human Resources in advance if accommodation is required. We thank all applicants for their interest and will contact those qualified to continue in the recruitment process.