Bilingual Guest Services Desk Representative $22/hour plus tips

**Bilingual in Chinese Strongly Preferred, But Not Required**

**Swing/Grave Shift**

PRIMARY JOB FUNCTIONS

This position provides the highest level of service and accurate information to all our guests. Creates a friendly and welcoming atmosphere for both internal and external guests. The standards and expectations of this role are providing general information regarding all aspects of casino and hotel, promotions, events, tournaments, player membership, player rewards, player recognition, along with our onsite services and amenities offered throughout the property. Possess a composed, polished, professional and friendly attitude throughout all team and guest engagement. Our Guest Services Desk acts as an ambassador to all guests while performing the following duties as well as demonstrating the highest level of service by implementing Best Practices. Make Eye Contact, Smile, Engage, Exude Pride, Passion and Professionalism in all that you think, say and do.

Essential Duties and Responsibilities

1. Enroll new guests into the Commerce Players Club. Including providing sign up assistance and troubleshooting for The Commerce website and App.
2. Maintain all aspects of property database and player programming such as updating of guest records, flagging duplicate accounts, preferences, redemption information.
3. Maintain a professional and well-groomed appearance at all times
4. Provide complimentary gifts or redemption rewards based on qualified play comp points.
5. Perform all duties in an organized, detail oriented, confidential and professional manner.
6. Operates all Department programming and Micros systems.
7. Ensure a maximum level of guest service and satisfaction is achieved and maintained.
8. Provides in-depth knowledge of property facilities, events, and hotel services.
9. Ability to resolve miscellaneous guest complaints, referring to the appropriate supervisor/manager when necessary.
10. Regularly inspect, maintain, order, and restock inventory for the department or workstation as needed.
11. Assists Marketing and Casino Ops with promotional responsibilities, including, but not limited to, jackpot, drawing paperwork, and handing out gifts.
12. General knowledge of Floor and Gaming policies and procedures.
13. Communicate effectively with our leadership, guests, team and other departments
14. Performs all other duties assigned by Guest Experience Department Head.
15. Must be able to work a full-time schedule during tournaments and other peak business periods.
16. Must be able to work overtime, as business needs require, with or without advance notice.

QUALIFICATIONS

Work Experience Required min. 3-4 years’ experience in the hospitality industry.

Education: min. High School Diploma or equivalent, combination of work experience and education. 

Knowledge Required: A general knowledge of computers, printers, scanners, Microsoft Windows, Office applications, Excel, email communication, and telephone etiquette.

OTHER REQUIREMENTS 

• Must be able to speak, read, and understand English.                                                  Bilingual (Spanish, Mandarin, Korean or Vietnamese) is a plus.
• Excellent verbal, written and interpersonal skills.
• Ability to stand and walk the entire shift excluding breaks and meal periods.
• Able to lift over 45 lbs. and perform other physical duties.
• Must demonstrate a positive, welcoming, friendly and enthusiastic approach to all tasks.
• Outstanding work performance, reliability of task completion, attendance and punctuality.
• Must be able and willing to work a flexible schedule, to include evenings, weekends and holidays.
• Must be clean, well-groomed, and have a professional appearance.
• Must have a Gaming License (or the ability to obtain and maintain a license) as a requirement for this position.

SCHEDULED HOURS

Commerce Casino operates 24 hours, 7 days a week.  Schedules may vary depending on business needs. There are no guarantees to a set schedule, preferences or requests are based on availability, staffing levels and needs of the business and are subject to change at any time.