Guest Service Representative - Full Time

Kaizen Lab Inc.; Calgary; On-site; CAD 32,000 - 42,000; Full time

Job summary

Kaizen Lab Inc. is seeking a Guest Services Representative to be the first and last point of contact for casino guests.

You will provide exceptional service while supporting promotions and events, handle membership updates, and assist guests with inquiries about games and activities. In this role, you will promote hospitality standards, resolve guest concerns, and work within a fast-paced indoor environment.

Qualifications

• High School Diploma required.
• Previous guest services experience is an asset.
• AGLC certifications including Proserve and Lotto Learn preferred.

Responsibilities

• Greet and assist casino guests with a courteous, prompt service.
• Promote current promotions and upcoming activities.
• Resolve guest concerns and escalate when needed to supervisors.
• Update and manage players' memberships as requested.
• Assist guests with questions about games, promotions, and events.
• Execute marketing plans and speak on PA system as required.
• Handle coat check and support tour bus arrivals/departures.
• Maintain guest information privacy and accurate cash/lottery handling.
• Stock guest services areas and support grab-and-go offerings.
• Perform other duties as assigned.

Skills

Teamwork

Customer service

Calm under pressure

Professional demeanor

English proficiency

Education

High School Diploma

Tools

Outlook Express

Microsoft Word

Microsoft Excel

Job description

Job Overview

The Guest Services Representative has one of the most important roles in the casino as they are usually the first and last to greet our casino guests. The Guest Services Representative supports and assists in the promotion and execution of all marketing promotions for guests by delivering superior customer service standards.

Responsibilities and Duties

Promotes positive guest relationships by providing prompt, courteous and efficient service to all guests.

Endorses current promotions and upcoming activities.

Listens to customer complaints and resolves problems to restore and promote excellent guest satisfaction and escalates complaints to the Slot Manager, Slot Supervisor, or Games Manager if required.

Creates updates and edits players' memberships as needed or requested.

Assists guests with questions about new games, promotions, and events.

Executes marketing plans and programs, including speaking on the PA system.

Runs coat check area as needed or required.

Supports tour buses in arrival and departure as required.

Maintains and adheres to the privacy and confidentiality of all guest information.

Accurately accounts for cash sales, lottery, etc.

Stocking and inventory for guest services including grab and go menu selections.

Other duties as assigned.

Education and Experience

High School Diploma.

Previous experience in guest services is considered an asset.

AGLC certifications including Proserve and Lotto Learn.

Skills and Abilities

Ability to work cohesively as part of a team.

Ability to focus attention on guest needs, always remaining calm and courteous.

Highly responsible and reliable.

Follows all safety and sanitation policies when handling food and beverage.

Consistently offers professional, friendly, and engaging service.

Follow outlet policies, procedures, and service standards.

Professional demeanor and ability to approach situations in a tactful manner.

Ability to work calmly under pressure and treat others with respect regardless of their status or position.

A passion for providing excellent service and full alignment with the organization’s vision.

Job Requirements

Ready and willing to work a flexible schedule, including graveyards, weekends, and holidays. The hours of work will be based on operational needs.

Exceptional customer service skills including proficiency in the English language.

Professional demeanor and ability to approach situations in a tactful manner.

Ability to work calmly under pressure and treat others with respect regardless of their status or position.

Training in Outlook Express, Microsoft Office (Word and Excel) is required.

Work Conditions and Physical Requirements

Walk/stand – Must be able to walk/stand throughout much of the shift.

Talk/hear – must be able to detect, determine, identify, observe, inspect, and assess. This position frequently communicates with guests and employees throughout the entirety of the shift. Must be able to exchange accurate information and professionalism in these situations.

Occasional kneeling, pushing, and pulling.

Occasional ascending or descending ladders, stairs, and ramps.

Frequent lifting and carrying up to 50 lbs.

Works in an indoor, fast-paced environment.

Advanced attention to detail.

Ability to work under pressure.