Customer Service Department Summary:
At South Beach Casino & Resort our mission is simple “To provide expert and professional guest service and an entertainment experience for our guests that exceeds their expectations.”
Our Ocean Club Reps, Slot Attendants, Cage Cashiers, Valet Attendants, and Hotel Guest Service Agents main responsibility is customer service. This can range from assisting guests and patrons with promotions to jackpot pay outs, to check-ins.
Summary of Related Duties and Responsibilities:
- Promotes positive customer relations by providing prompt, courteous and efficient service to all patrons and guests
- Endorses, sells and markets current promotions and upcoming activities with present patrons as well as potential patrons
- Acts as liaison for all functions and locations within the Resort
- Listens to customer complaints and resolves problems to restore and promote good public relations for ultimate customer satisfaction
- Creates, updates and edits players memberships
- Serves beverages
- Assists with jackpot payouts and provides patrons with copies of any required documents
- Carries out guest operations of registration, rooming lists, check-outs and reservations
- Supports the Banquet department for overall customer satisfaction
- Updates and communicates with Supervisor and Manager on all key issues or concerns that effect overall customer satisfaction
- Ensures guest confidentiality at all times
- Performs other duties as deemed necessary
Some Qualifications and Requirements:
Friendly outgoing and happy individuals who have prior customer service are best suited for the role. Additionally some computer skills to efficiently operate a database management system is helpful.
The incumbent must obtain and maintain approval from the Manitoba Gaming Control Commission.
Customer Service Department Positions:
Click on position for a brief description
- Ocean Club Rep
The Ocean Club Representative provides assistances to patrons regarding Ocean Club Memberships this includes enrolling new members, cashing out points and updating all membership information. Additionally, OC Reps will announce and promote all patrons and visitors of current and upcoming promotions within the Casino. Promotes and encourages positive customer relations.
- Ocean Club Supervisor
The Ocean Club Supervisor oversees the Ocean Club to ensure all department standards and policies are adhered to and inform staff of new promotions within the Casino/Resort. Assist’s The OC Manager with Bus Coordination and scheduling. Promotes and encourages positive customer relations.
- Gift Shop Cashier
The Gift Shop Cashier serve’s guests, patrons and employees with purchases by providing exceptional friendly and accurate service accompanied with product knowledge. Additionally, update customers of different promotions within the resort example: Ocean Club Points and Club 50. Assists and maintains inventory and displays.
- Slot Attendant
Provides customer service to patrons on the electronic gaming floor by assisting customers as considered necessary or requested with payouts, beverages or other needs while following all practices and procedures according to gaming regulations. Supports the operations of the business by adding ticket rolls to machines and stocks other supplies.
- Cage Cashier
The Cage Cashier is responsible for cashing patrons and guests out by exchanging cheques, chips, and/or money orders for cash. Cashiers assist with daily reconciliation of cage paperwork as it relates to their funds. By serving the customers directly cashiers provide customer service with inquiry’s, requests or concerns in a courteous and professional manner.
- Cage Supervisor
The Cage Supervisor is responsible for assisting the Director of Cage in the successful operation of the cage. Promotes and encourages positive customer and employee relations.
- PBX Operator
The PBX Operator is responsible for handling all incoming calls, message service and wake up calls for hotel guests and resort offices while providing excellent customer service. While managing call flow the PBX operator promotes promotional events.
- Reservations Agent
As a reservation agent you assist in the sales and promotions of all rooms and event packages while handling all phone calls in a friendly and efficient manner. Additionally, you assist in the planning and execution of events in room bookings, meetings or banquet.
- Guest Service Agent
The Guest Services Agent is responsible for assisting guests checking in and out of hotel by ensuring payment, assigning room and keys accordingly while providing exceptional customer service.
- Night Auditor
The Night Auditor is responsible for providing superior overall guest satisfaction through various tasks and functions from front office functions to night audit procedures. The Night Auditor is accountable for ensuring and verifying the accuracy of hotel guest accounts and balancing revenue and postings in addition to one on one guest service.
- Guest Services Supervisor
The Guest Services Supervisor is responsible for ensuring and supporting overall guest satisfaction through strong administrative controls and a customer focused team. With strong customer service and key performance indicators, Supervisors will support all areas of the front desk to ensure overall guest satisfaction.
- Valet Attendant
Drive, park and retrieve guests, visitors and patrons’ vehicle as they arrive and depart from the Resort, courteously, safely and efficiently according to standards. Responsible for attending to immediate needs of each guest, visitor and patron upon arrival and departure while providing the ultimate customer service experience.