Casino New Brunswick Hiring for Guest Service Agent – Customer Service Casino at Moncton, NB Full Time

Position Summary:

Excellence in public relations and customer service for all guests and team members of Casino New Brunswick is the focus for this role. The GSA carries out Rewards Club activities, Gift Shop, coat check, and various marketing/promotional activities, while complying with all safety and security standards of the company as well as established departmental policies and procedures. The GSA must adhere to New Brunswick Lotteries and Gaming Corporation (NBLGC) gaming laws and regulations. We are seeking individuals that understand we are an approved 24/7 operation, therefore shifts and weekends are required. Must be able to deal calmly and professionally with the public and staff in any and all situations.

This position requires you to be hands on and thrive in an exceptional customer service environment. The successful candidate must be a self-motivator, a solid team player, exhibit strong communication skills, and be extremely detail oriented.

Key Accountabilities:

· Maintain a valid Gaming Control Registration

· Reports to the Guest Services Supervisor/ Players Club Manager

· 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. Register patrons, perform coat check, collect tickets, carry out other tasks as required or assigned in conjunction with established policies and procedures

· Carry out coat check; collect and return guest items.

· Reconcile cash floats and replenish inventory as per policies within the Gift Shop

· Assist Guests with the purchase of Event/Show tickets via Ticket Break

· 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

· Work with the marketing team to promote cross functional communication, so that all site staff are familiar with the casino’s marketing efforts; work with the marketing team to promote an enjoyable entertainment experience for guests

· Resolve guest issues swiftly and bring concerns to the attention of the GSM or 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 employees as required while ensuring that all site, departmental and NBLGC 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

· Work in compliance with the provisions of the Occupational Health & Safety Act (OHSA), regulations and internal health and safety policies and procedures including any departmental policies.

Education and Qualification Requirements:

Possess excellent interpersonal, communication and organizational skills; strong verbal and written communication skills are required as well as attention to detail.

· Requires a high school diploma or comparable combination of equivalent working experience and education in the service industry, preference will be given to applicants with a Marketing or business degree/diploma

· Requires working experience in the customer service field of one (1) or more years

· Previous cash handling experience (and with POS systems) of one (1) or more years preferred

· Ability to work and thrive in a team oriented environment, and be able to function independently also

· 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 Conditions:

· Use proper lifting, bending, pushing and pulling techniques

· Perform job tasks and remain vigilant in the event of an emergency

· The capabilities to multi task under time constraints

· Work within a 24/7 operation with ability to work flexible hours when required (days, evening, nights, weekends and holidays)

· Willing to submit to a criminal record check with results acceptable to our organization, standards and position, and/or obtain and maintain an NBLGC license registration

· Must have employment eligibility in Canada

· Must be 19 years of age or older

Special Working Conditions: Our reputation is of paramount importance. As such, we will conduct our business in an ethical and professional manner. Every team member will be obliged to understand and follow all of the policies outlined in Great Canadian’s Corporate Ethics and Conduct Manual and will disclose any irregularities or wrongdoing in accordance with the Company’s Whistleblower Policy. The Company is committed to sound internal control policies and practices. Every team member will follow the internal control practices required of their position and department.

Compliance Requirements: Every team member must comply with all requirements of the Corporate Ethics and Conduct Manual and with all other corporate policies as communicated. Every team member will 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 must adhere to all Company and regulatory policies as they relate to functions of the position.

Licensing and Certification Requirements: Permanent employment may be dependent upon the authorization and continued approval of the Provincial/State Regulatory Bodies. New employees may be required to complete an application and, if required, will begin work only after regulatory approval is granted. Existing team members will reapply as necessary, and continuing work will be dependent upon successful reapplication. For positions that require additional certification, the appropriate level of certification will be maintained.

Job Types: Full-time, Part-time
Part-time hours: 20-40 per week

Salary: $14.45-$16.15 per hour

Benefits:

• Company events
• Dental care
• Disability insurance
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Store discount
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift

Supplemental pay types:

• Overtime pay

Experience:

• Customer service: 1 year (preferred)