Casino Services Rep

ABOUT WESTGATE RESORTS

Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there!

General Summary Of Duties:

Contact inactive casino customers via telephone in an effort to secure current and future reservations. Coordinate reservations, accommodations, limousine service and other amenities as required by guest.  Assist the Casino Hosts and issue comps. 

Role and Responsibilities: (Includes but is not limited to the following)

• Provide “guest” satisfaction through assistance, directions, and information within guidelines.  Take action based on standard procedures, previous experience and good judgement, to meet all deadlines.
• Document and report all exceptions/variations/deviations to operating procedures, standard policy or gaming regulations.
• Place calls and answer the multi-line telephone to provide assistance within guidelines.
• Process pertinent information to coordinate requested services in a timely manner.
• Maintain complete and up-to-date guest information.
• Have complete knowledge of all Casino events.
• Work closely with Casino Hosts.
• Maintain strict confidentiality.
• Cooperate with other departments within the Hotel/casino to create a pleasant environment for customers and employees.

Performance Requirements: (Knowledge, skills and abilities)

• Ability to read, write, speak and understand the English language clearly to ascertain and document important information, to follow written and/or verbal instructions and to provide clear direction/guidance. 
• Ability to relate to all levels of management, employees and guests in verbal/written form.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for other employees. 
• Resolve complications and complaints by conducting thorough research of the situation and the most effective solutions. 
• Make decisions and take action based on previous experience and judgement, sometimes revising procedures to accommodate unusual situations
• Ability to deal with a number of problems requiring initiative and good judgement.
• Ability to organize/prioritize work, meet deadlines, work with minimal supervision and multiple interruptions, exercise judgement and adapt instructions/directions from one assignment to another.
• Ability to read, write, speak and understand the English language to read safety and/or caution notices.
• Ability to read, write, speak and understand the English language to complete job requirements and communicate with other employees.
• Mathematical skills necessary to verify/balance reports, comps and perform calculations.
• Ability to access and input information using a moderately complex computer system.
• Listen and respond to guest inquiries using a positive, clear speaking voice, answer questions and offer assistance giving accurate information.
• Social skills as demonstrated by the ability to listen and respond to employee or management inquiries/concerns using a positive, clear speaking voice, answering questions and/or offering assistance giving accurate information regarding, plans, policy or procedures.
• Social skills as demonstrated by the ability to deal with internal/external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve problems and concerns.
• Respond to guest inquiries.  Provide guest satisfaction through assistance, direction and information within hotel guidelines.
• Other duties as assigned.