Guest Assistance Officer

Lodge & Gilpin - Black Hawk - Black Hawk, CO

Full-time
To patrol the property while assisting guests and co-workers as required. Providing excellent customer service while performing asset protection duties.

Essential Job Responsibilities and Duties

Maintain a high quality of guest service according to The Lodge Casino Mission Statement and F.A.S.T. Track Values Statement.
Protects casino assets to include blackjack fills, slot support, BV drop, BJ/Poker drop, Kiosk drop and emergency and final drops.
Responds to events in the casino including medical situations and other customer needs.
Writes and prepares customer and employee incident reports as necessary.
Responds to general support needs such as employee or customer escort, hotel issues, lost and found inquiries, employee injuries, and safety issues.
Provides security for funds transported within the casino.
Prepares First Report of Injury. (Employee Injuries).
Regular, predictable attendance is an essential function of your job.
Responds to Valet accidents as needed.
Check ID’s
Property patrols
Support of management for code 3’s
Other related duties including but not limited to complying with the following; Colorado Limited Gaming Act, Colorado Gaming Rules and Regulations, Colorado Internal Control Minimum Procedures, Colorado Liquor and Beer Codes, Federal requirements for Anti-Money Laundering, Company Policies, and IRS reporting.
Thorough knowledge of applicable Company and departmental policies and procedures as well as the willingness to learn and follow any policy or procedure that may be introduced in the future.
Adhere to all appearance and uniform standards.
Maintain an open line of communication with Management.
Maintain a positive and professional demeanor during all interactions with guest, fellow Employees, and Vendors.
Ability to accept performance feedback in a professional manner.
Regular attendance and arriving on time to all scheduled shifts and mandatory meetings.
Other duties as assigned.
General Job Responsibilities and Duties

To perform the job successfully, an individual should demonstrate the following F.A.S.T. Track Principles:

FRIENDLINESS
Offer a warm greeting to everyone you encounter with a smile and eye contact.
Practice mutual respect by dealing honestly in all interactions.
Use genuine listening skills and offer sincere responses.
Promote positive interactions with both external and internal guests through sincere greeting and communications.
Be approachable, listen and lead by example.
ACCOUNTABILITY
Be proactive and positive.
If I don’t know, I’ll find out and if we don’t have it, I’ll try to get it.
Support and practice the F.A.S.T. Track Principles from the executive level to the front line staff level.
Acquire knowledge, training and education. Communicate it to all employees.
SERVICE EXCELLENCE
Anticipate our guests’ needs before they ask.
Contribute ideas and solutions to improve customer service.
Escort our guests rather than point.
Take personal pride in the quality of your work.
Actively seek feedback from our guests concerning our service and atmosphere.
TEAM WORK
Share and explain information.
Great teams consist of great performers.
Create a culture of two-way communication with employees and guests.
Be courteous, kind and patient with each other.
Skills, Education and Other Requirements

Basic Reading and Writing skills.
Ability to follow written and oral instructions.
Communication skills that contribute to smooth working relationships with co-workers.
Ability to function as part of a team.
Ability to remain calm and professional when under pressure.
Knowledge of Colorado Gaming regulations.
Basic computer skills.
Must possess a valid Colorado Gaming License
Ability to obtain CPR, First Aid, AED certifications and Tips certification.
Must possess a valid Colorado Drivers License
High School Diploma or GED preferred.
One year security operations experience helpful