Guest Service Representative

Monarch Casino Resort Spa - Black Hawk; Black Hawk (CO); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Tuition reimbursement up to $6,000

401k with company match

Paid time off and holidays

Team member discounts

Bus transportation subsidy

Job summary

Monarch Casino Resort Spa in Black Hawk, CO seeks a Guest Service Representative to identify guests, enroll them in Club Monarch, and promote the Monarch brand with exceptional service.

The role requires strong interpersonal and communication skills, ability to stand long hours, and flexibility across day and swing shifts in a luxury gaming environment.

Qualifications

• Prior experience in hotel or gaming industry preferred.
• Must be able to obtain Colorado Gaming Support License.
• Excellent interpersonal and communication skills.
• Ability to stand for up to 10 hours and work flexible shifts.

Responsibilities

• Identify guests without Club Monarch memberships and assist with enrollment.
• Promote Club Monarch and Monarch Casino Black Hawk.
• Greet guests and provide exceptional guest service.
• Read and input guest information in casino marketing system.

Skills

Customer service

Interpersonal skills

Communication

Teamwork

Guest data entry

Tools

Microsoft Office

Casino marketing system

Job description

At Monarch Casino Resort Spa, we are more than just a premier destination for luxury gaming and hospitality in Black Hawk, Colorado; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging.

Job Title: Guest Service Representative

Salary: $22.00

Status: Full Time

Shift: Varies (Day/Swing)

Monarch Casino Resort Spa in Black Hawk, Colorado sits 45-minutes west of downtown Denver. Rated by AAA as a Four Diamond resort, Monarch is in the top five percent of the nearly 31,000 properties approved by AAA who achieve this designation. Boasting 23-floors filled with 516-luxurious guest rooms and suites, five distinct restaurants, and over 40,000 square feet of gaming featuring 3,000 slot machines and over 45-table games. Spa Monarch carries the #2 Hotel Spa rating from USA Today’s Readers Choice Awards. Monarch Chophouse carries OpenTable’s Diner’s Choice Award along with the Wine Spectator Award of Excellence. An award shared by Bistro Mariposa for both 2024 and 2025.

As part of a family-owned business, we are committed to providing excellence in every guest experience. From exceptional gaming, exquisite dining, unique and indulgent spa experiences, and a warm welcoming acknowledgement every time you step through our doors. Our focus is on maintaining lasting relationships with our guests and our community, ensuring that every interaction is warm, and welcoming.

Responsibilities

As a Players Club Representative, you are responsible for identifying guests without Club Monarch memberships and assisting them in the process of getting a membership. You will promote Monarch Casino Black Hawk and Club Monarch in all day-to-day duties and greet guests with exceptional guest service.

• Open Club accounts and promote Club Monarch membership
• Able to read and input guest information in casino marketing system including driver’s license, state ID, passport or military ID
• Communicate the benefits and rewards of Club Monarch membership using persuasion skills and motivated enthusiasm
• Provide exceptional customer service to all guests of the casino
• Support the marketing department as needed
• Maintain security and confidentiality of all patron files, records, lists and of all casino information
• Adhere and comply with all casino policy and procedures, internal rules and regulations and abides by all regulations of the Colorado Department of Gaming

Qualifications

• Prior experience in hotel or gaming industry preferred.
• Prior experience with clerical and office work preferred.
• Knowledge and experience in Club Services, VIP services or Front Desk Services of a casino/hotel property preferred.
• Must be able to obtain and maintain a Colorado Gaming Support License.
• Above average knowledge of computer applications such as Microsoft Office and player tracking systems.
• Must be able to stand for up to 10 hours/ day, including walking casino floor multiple times throughout 10-hour shift.
• Ability to work all shifts, weekends and holidays are required.
• Must be able to provide a high level of customer service at all times.
• Must have excellent interpersonal skills with the ability to listen and verbally communicate with guests both in the casino and at external events.
• Must be able to work in and facilitate a team environment.
• Must keep a well-groomed professional appearance.
• Must be able to meet deadlines, work under pressure and maintain professionalism in a fast paced and stressful work environment.
• Strong verbal and written communication skills are essential.

Benefits

• Enhanced health, dental, and vision insurance, along with a flexible spending account.
• Education, tuition, and certification reimbursement (up to $6,000 per calendar year).
• Growth opportunities available within department/company.
• Access the team dining hall with one free hot meal per shift.
• Company-matched 401k.
• Paid time off and six observed holidays
• Team Member Hotel, Retail, and Spa Discounts
• Team Member Anniversary Recognition (earn resort credit, vacation trips and more!)

Save your gas and mileage on your car! Check out these convenient casino bus routes at www.casinoshuttle.com. As a Team Member of Monarch, we subsidize your bus transportation up to 80%!

An Equal Opportunity Employer: Monarch Casino Resort Spa does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information or any other status protected by law or regulation. It is Monarch’s intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.

An Estimated Salary For This Position Would Be

We believe that our people are at the heart of our success. By investing in our team through growth opportunities and robust training programs, we cultivate an environment of loyalty and pride. Our focus on building a talent ecosystem in collaboration with local institutions enables us to ensure that every experience at Monarch reflects the luxury and dedication we stand for. Join us in creating extraordinary experiences that inspire and elevate the spirit of hospitality.