Casino Customer Service Rep - Bilingual

Magic City Casino; Miami (FL); On-site; USD 30,000 - 42,000; Full time

Job summary

Magic City Casino is seeking a Casino Concierge to deliver world-class guest service, enroll guests in rewards programs, and promote Wind Creek Hospitality promotions. You will engage with guests in person and by phone, supporting VIP experiences and events while upholding brand standards and security policies.

The role requires bilingual English/Spanish communication, strong problem-solving skills, and a professional demeanor.

Qualifications

• High School diploma or GED required.
• 21+ years of age or older.
• Hospitality or customer service experience required.
• Proficient in MS Word, Excel, and Outlook; skills test to be administered.

Responsibilities

• Provides outstanding guest and associate service; conveys property information to guests.
• Enrolls new guests in promotions and direct mail campaigns.
• Informs guests about Player’s Club benefits and promotions; handles questions on points and events.
• Issues compliments per casino guidelines for play levels and rewards.
• Greet guests in person and on the phone; build rapport and resolve requests to drive VIP growth.
• Assist in selling concert tickets and discounts for rewards members.
• Support VIP promotions and floor events; help with promotions as needed.
• Know guest preferences; coordinate with Casino Host team to anticipate needs.

Skills

Customer service

Bilingual English/Spanish

Communication

Problem solving

Guest relations

Education

High School diploma or GED

Tools

MS Word

MS Excel

MS Outlook

Job description

Description

Job Overview

It is the primary responsibility of the Casino Concierge to assist in the creation of guest loyalty by providing unparalleled guest service while enthusiastically promoting the Wind Crew Rewards program. This position will ensure the delivery and execution of service excellence to internal and external guests and foster a culture that is passionate about delivering world-class guest service. All duties are performed in accordance with the departmental and property policies, practices, and procedures, as well as within the framework and intent of the Purpose.

Purpose

Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best.We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer.The resulting creation of wealth will grow opportunities for all.

Duties And Responsibilities

• Provides outstanding guest and associate service while performing assigned duties, including interpreting and conveying property information to all guests
• Enrolls new guests in current promotions and in computer system for direct mail campaigns
• Provides guest information as to the use and benefits of the Player’s Club cards;Answers questions pertaining to points, promotions, complimentary, and special events
• Issue complimentaries based on specific casino guidelines for levels of play and as requested by Casino Marketing team and Management
• Understanding and encouraging Guests to enroll in casino verse.
• Greet guests on phone and in person, establish rapport and provide excellent service by answering questions, resolving disputes and answering guest requests to encourage VIP growth
• Understand and execute the sale of concert tickets along with respective discounts for rewards members.
• Assist in the execution of VIP promotions and special events; assist in the execution of floor promotions and special events as needed
• Know player preferences and provide personalized service; anticipate and provide for VIP guest needs in advance of request in conjunction with the Casino Host team
• Identify new VIP’s to the Casino Marketing team to assist in building relationships
• Be a participating team member by providing input and suggestions, volunteering and being involved in projects, committees, and task forces
• Be proactive with incidents and issues, ensuring resolution with team members and guests
• Maintain high standards of courtesy, hospitality, friendliness and professionalism; consistently demonstrate superior guest service skills
• Stay informed about all property and brand events, initiatives, and services
• Assists in the execution of promotions by redeeming prizes and issuing vouchers through our player tracking system, PLS
• Services all guests with the utmost hospitality by effectively demonstrating Wind Creek Hospitality’s ten Best Operating Practices (BOPs): Smile, Gratitude, Provide Directions, Resourcefulness, Greet, Present, Eye Contact, Responsiveness, Professionalism, Communication
• Confers regularly with the Player Services Supervisor to keep informed of all aspects of financial matters, operating procedures, and to seek direction as needed
• Other duties and responsibilities as assigned

Job Requirements (Please Ensure You Meet The Listed Requirements Prior To Applying)

• High School diploma or GED required or currently enrolled and successfully complete a GED program within six (6) months from start date as a condition of continued employment
• Must be twenty-one (21) years of age or older
• Hospitality or customer service/guest service industry experience (Hotel, Restaurant, Casino, etc.)- required
• Proficient in MS Word, Excel, and Outlook - a skills test will be administered, and candidate must achieve at least 70% skills pass rate- required
• Must successfully pass job interview, including a guest service audition and obtain the “Gold Pass”– required
• Strong analytical skills and troubleshooting skills- required
• Two (2) years of customer services experience - required
• Bi-lingual (English and Spanish)- required
• Must be able to use a computer and associated components (printers);
• Must have excellent customer service skills
• Must be able to be professional and articulate in presenting all promotional material to guests
• Must be mature, possess the ability to maintain confidentiality, assume responsibility, and have excellent guest service skills
• Understand the goals and objectives of the gaming facility
• Must maintain professional appearance and adhere to established dress code at all times
• Must successfully pass job interview, including a guest service audition
• Must be willing and able to work all shifts including days, nights, weekends, holidays, & overtime as required
• Willing to travel and participate in training as recommended or required
• Must be able to lift, push, pull and maneuver a minimum of fifty (50) pounds
• Must be able to walk or stand for 100% of assigned shift
• Must be able to work within a noise filled and smoke/secondary smoke environment
• Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position

Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.

Source: Hospitality Online