Guest Service Representative

12 hours ago

Carson City, Nevada, United States Carson Nugget Full time
Job Overview

As a key member of the Carson Nugget team, you will provide exceptional guest service and support to our internal and external customer base. This role involves issuing Prospector's Club cards, tracking member gaming activity, redeeming coupons, selling casino merchandise, and promoting the Carson Nugget as the premier gaming destination in town.

Key Responsibilities
  • Furnish cash to guests and employees in exchange for casino chips, tokens, or personal checks, ensuring excellent customer service and adherence to MICS and ISO procedures.
  • Issue Carson Nugget Player Cards to guests by accurately keying in pertinent information into the Casino Market Place (CMP) player tracking system.
  • Verify and update guest information in CMP by requesting telephone numbers, addresses, email addresses, and other relevant details.
  • Promote the Carson Nugget by providing up-to-date and accurate information about current events and promotions in response to guest inquiries.
  • Balance funds at the beginning and end of assigned shifts by physically counting money to complete cash drawer accounting and validate the accuracy of transactions.
  • Respond to guests' questions, using the Quick Reference Guide, to provide information about casino gaming promotions, special events, and programs.
  • Count currency and coin, either manually or using count equipment, to provide an accurate valuation of monies exchanged during the shift.
  • Redeem coupons presented by Winners Club members by issuing vouchers for rewards such as free play, complimentary meals, or double points.
  • Sell promotional Bingo and Comedy tickets to guests to increase guest loyalty and build strong relationships.
  • Distribute promotion-related items to Winners Club members and other guests as appropriate.
  • Recognize and resolve guest problems by analyzing each situation and evaluating alternatives to implement mutually satisfactory solutions.
  • Maintain knowledge of top players' names and gaming activities to share with co-workers and management.
  • Prepare and submit end-of-shift reports, detailing events and reconciling free play and other vouchers.
  • Ensure accurate maintenance of manual and computerized documentation/records, such as win/loss statements and coupons.
Additional Responsibilities
  • Provide training and oversight to less experienced staff.
  • Perform other duties as assigned.

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