Guest Service Representative

Monarch Black Hawk, Inc.; United States; On-site; USD 2,755,000 - 3,306,000; Full time

Benefits offered by this job

Enhanced health, dental, and vision

Tuition reimbursement

401k matching

Paid time off & holidays

Team Member discounts

Annual resort credit & celebrations

Bus transportation subsidies

Job summary

Monarch Casino Resort Spa in Black Hawk, Colorado seeks a Players Club Representative to promote Club Monarch, enroll new members, and assist guests with account needs in a fast-paced casino setting.

The role requires excellent guest service, ability to read and input guest information accurately, and support for marketing initiatives while maintaining confidentiality of guest data.

Qualifications

• Prior experience in hotel/casino/gaming or guest service preferred.
• Experienced in Club Services, VIP Services, Front Desk or casino/hotel operations preferred.
• Must obtain Colorado Gaming Support License.
• Strong knowledge of computer applications including Microsoft Office and player tracking systems.
• Excellent customer service and interpersonal skills; able to communicate clearly.

Responsibilities

• Identify guests not in Club Monarch and assist enrollment.
• Open Club Monarch accounts and promote benefits and rewards.
• Read, verify, and input guest information in the casino marketing system using ID.
• Communicate benefits and rewards with professionalism and enthusiasm.
• Provide exceptional customer service to all casino guests.

Skills

Guest service

Customer service

Communication

Teamwork

VIP Services

Front Desk Operations

Colorado Gaming License

Player tracking systems

Microsoft Office

Attention to detail

Tools

Microsoft Office

Player tracking systems

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: Players Club Representative Salary: USD 22.00/hour 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.

Monarch Casino Resort Spa is seeking a passionate and guest-focused Players Club Representative to join our Club Services team. This position is responsible for promoting Club Monarch membership, enrolling new members, assisting guests with account-related needs, and delivering exceptional service in a fast-paced casino environment. The Players Club Representative serves as a key ambassador for Monarch Casino Resort Spa and Club Monarch by engaging with guests, communicating membership benefits, supporting casino marketing initiatives, and maintaining the confidentiality and accuracy of guest information.

Responsibilities

• Identify guests who are not currently Club Monarch members and assist them with enrollment.
• Open Club Monarch accounts and promote the value, benefits, and rewards of membership.
• Accurately read, verify, and input guest information into the casino marketing system using approved forms of identification, including driver’s license, state ID, passport, or military ID.
• Communicate Club Monarch benefits and rewards with professionalism, enthusiasm, and persuasive guest service skills.
• Provide exceptional customer service to all casino guests, including answering questions and assisting with Club Monarch-related needs.
• Promote Monarch Casino Resort Spa and Club Monarch during daily interactions with guests.
• Support the Marketing department as needed with promotions, events, guest outreach, and related initiatives.
• Maintain the security and confidentiality of all patron files, records, lists, and casino information.
• Follow all casino policies and procedures, internal controls, departmental rules, and applicable regulations.
• Comply with all requirements of the Colorado Department of Gaming.
• Work collaboratively with team members and other departments to create a smooth and welcoming guest experience.
• Maintain a professional, well-groomed appearance in accordance with company standards.
• Perform other duties as assigned.

Qualifications

• Prior experience in the hotel, casino, gaming, hospitality, or guest service industry preferred.
• Prior clerical or office experience preferred.
• Knowledge or experience in Club Services, VIP Services, Front Desk Services, or casino/hotel operations preferred.
• Must be able to obtain and maintain a Colorado Gaming Support License.
• Above-average knowledge of computer applications, including Microsoft Office and player tracking systems.
• Must provide a high level of customer service at all times.
• Must have excellent interpersonal skills with the ability to listen, engage, and verbally communicate with guests both on the casino floor and at external events.
• Strong verbal and written communication skills required.
• Must be able to work effectively in a team environment.
• Must be able to meet deadlines, work under pressure, and maintain professionalism in a fast-paced and sometimes stressful environment.
• Must be able to work all shifts, including days, swing shifts, weekends, and holidays.
• Must be able to stand for up to 10 hours per day.
• Must be able to walk the casino floor multiple times throughout a 10-hour shift.
• Must be able to work in a casino environment with moderate to high guest volume, noise, lights, and activity.

Benefits

• Enhanced health, dental, and vision insurance, along with a flexible spending account.
• Education, tuition, and certification reimbursement, up to USD 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, including 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%.

Monarch Casino Resort Spa is 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 are 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.

Discover the rewarding opportunities at Monarch Casino Resort Spa in Black Hawk, Colorado, where every aspect is designed to make both you and the guest feel valued and inspired. From our upscale amenities like a luxurious spa and fine dining to our vibrant, team-focused culture, you'll find a place where your career can flourish. We’re passionate about supporting your growth with clear career paths, ongoing training, and ample chances for internal promotion. Our friendly environment encourages respect, camaraderie, and a true sense of family. Plus, with competitive wages, fantastic benefits, and flexible scheduling, we aim to help you balance work and life seamlessly.

Being part of the Black Hawk community means more than just a job—it’s about creating meaningful connections and making a positive impact. From personalized onboarding to fun workplace events, we ensure your experience with us is nothing short of exceptional. At Monarch, we blend the excitement of a premier gaming destination with the luxury of a top-tier resort, all while putting our Team Members first. Join us and discover a place where you can grow, succeed, and be truly appreciated. Monarch Casino Resort Spa in Black Hawk, Colorado, is a luxury resort and casino that combines high-energy gaming with sophisticated amenities. Our resort features 516 elegant rooms with mountain views, over 60,000 square feet of gaming space, a rooftop spa with treatments and an infinity pool, 4 of Colorado's best restaurants, and event spaces for entertainment and celebrations. Founded to redefine hospitality in a small-town setting, we are part of Monarch Casino & Resort, Inc., with a mission to create memorable experiences for guests and opportunities for Team Members. We are committed to community engagement, supporting local organizations and sustainability practices. At Monarch, our culture emphasizes integrity, high standards of excellence, and team empowerment through training and career development. We aim to be a destination that nurtures aspirations, fosters relationships, and sets industry standards.

"We may not be the biggest casino company, but we are the strongest."