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Date Listed 29-Nov-16
Address , Port Perry, ON,
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Company Great Blue Heron Casino
Job Type Part-Time

The Guest Services Officer is a customer-oriented service professional who provides unique customer service to all our guests who enter the casino. Most often, the Guest Services Officers are the first persons our gaming guests see when they enter the casino and the last ones they see when exiting the casino. Excellent internal and external customer service skills are to be displayed at all times.

Duties and Responsibilities:

  • Promote the values of the Great Blue Heron Cultural Compass by example at all times and guide staff in adopting these values as a way of operating daily at the Great Blue Heron Casino
  • Interact directly with our guests and build relationships by remembering preferences and recognizing and using their names at all times
  • Be present at Guest Services; smile, greet and thank every guest
  • Be prompt, friendly and display a professional, polished image at all times
  • Ability to remain professional with a smile on your face in times when engaging with a disgruntled guest or with those guests who speak a different language
  • Responsible for problem solving any potential guest complaints and escalating those complaints beyond the established parameters to the Customer Relations Team
  • Attention to detail and accuracy when responding to, booking, handling cancellations, updating and maintaining guest reservations for all VIP events utilizing Microsoft programs and escalating priority issues to the Customer Relations Team
  • Read emails for any updates, changes and pertinent information and accurately respond
  • Access the company intranet to fulfil guest inquiries
  • Exhibit excellent verbal and written communication skills when engaging with VIP players to understand their wants and needs and communicating those wants and needs to the Customer Relations Team via email
  • Ensure the policy of confidentiality within the company is adhered to at all times
  • Maintain and update the Staff Sign-In file utilizing Microsoft programs and notify required departments of staff presence in the casino
  • Complete all internal/external PAGE requests by Management
  • Provide wheelchairs for guests as required and maintain such information in the respective file
  • Sort, label and box cards for distribution for buses and organizations and update the electronic Card Request Log
  • Maintain Responsible Gambling (RG) pamphlets at Guest Services
  • Maintain accurate inventory numbers and tags for coat check purposes and update the respective electronic file
  • Check in and maintain the Valuable Items checked in by guests in the respective file utilizing Microsoft programs
  • Maintain and update the Lost Tag file and the Lost and Found file utilizing Microsoft programs
  • Respond to and book taxi reservations for guests at the request of Management
  • Responsible for answering or re-directing all incoming telephone calls to the casino
  • Provide callers with information an all activities and amenities relating to the Great Blue Heron Charity Casino and surrounding attractions in the region
  • Make outbound calls to confirm attendance for Customer Relations Special events and updating the required information utilizing Microsoft programs
  • Ability to multi-task and prioritize as business demands peak during the colder months related to the complimentary coat check offerings
  • Assist and record for the Accounting department the picking up of vendor cheques for payment and promotional items for Marketing
  • Assist Customer Relations with VIP Special Events, Tournaments and Marketing promotions and giveaways
  • Verify the validity of coupons distributed to guests upon redemption at Guest Services
  • To perform other duties as required and assigned by the Customer Relations Team


  • Related experience in a tourism and hospitality industry is preferred
  • Must have computer proficiency and typing skills which will be evaluated
  • Knowledge of Microsoft programs (Word, Excel) is required
  • Previous customer service experience in a fast paced, high volume environment is required
  • General knowledge of the Port Perry area and services offered in the area
  • Must be highly organized during peak business hours and peak seasons
  • Strong communication skills both written and oral are required
  • Previous telephone or switchboard experience an asset
  • Strong organizational skills
  • Ability to work in a fast paced, high volume environment
  • Strong ability to multi task
  • Must be well mannered and display a pleasant demeanor at all times
  • Ability to work effectively in a Team environment
  • Must be able to stand for an extended period of time
  • Physical capability of lifting and moving boxes weighing up to 30 lbs.

We offer a competitive wage, life insurance, RRSP&'s, Employee Assistance programs, free parking and discounted meals in our staff cafeteria and a GREAT PLACE TO WORK.

You must be 18yrs or older to work at the Great Blue Heron Casino

The successful candidate will require licensing approval by the Alcohol and Gaming Commission of Ontario. If you need assistance/accommodation during the recruiting process then please contact the our HR department.

Only Candidates selected for an interview will be contacted.

Great Blue Heron Casino
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