• CASINO SERVICE REP - FT

    Job Location(s) US-FL-Hollywood
    Seminole Property
    Seminole Hard Rock Hotel and Casino Hollywood
    Position Type
    Full Time
    Shift
    Varies
    Category
    Casino Marketing
    Requisition ID
    2018-23579
  • Overview

    HWHR New Guitar Tower

    Seminole Hard Rock Hotel & Casino in Hollywood, Florida, located minutes from Fort Lauderdale's world-famous beach, features a AAA Four Diamond resort with 469 luxury rooms and suites, over 100 tables, 2000 slot machines, award-winning restaurants, high-energy nightlife, a lagoon-style pool and Beach Club, a Hard Rock-inspired spa, and premium meeting and convention space. The property is currently undergoing a $1.5 billion expansion. When the development is complete in mid-2019, Seminole Hard Rock will be home to an iconic guitar hotel tower that will include a Hard Rock Casino, nearly doubling its current size with 3,267 slot machines, 178 table games plus a new 18,000-square-foot poker room. The existing Hard Rock Live arena will be razed in March 2018, and replaced with a state-of-the-art 7,000-seat Hard Rock Live venue in a theater-style configuration. For more information please visit https://www.seminolehardrockhollywood.com.

    Responsibilities

    Under the direction of the Casino Marketing Manager, the incumbent is responsible for offering exceptional personalized service to guests in our high end areas. Services performed include making hotel reservations, restaurant reservations, special event reservations and issuance of complimentary services, duties include, but not limited to:

     

     

    Essential Job Functions:

    • Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures.
    • Adhere to the highest levels of guest service and provide exceptional guest service that differentiates us from the competition. Ensure the day to day satisfaction of each high end guest.
    • Greet guests as they enter assigned high end area.
    • Initiate and engage guests in conversation in a professional and friendly manner while maintaining confidentiality. Approach guests regarding any needs or requests such as food or beverage.
    • Respond to special requests of guests, as well as guest complaints and inquiries in a calm, prompt, courteous manner.
    • Demonstrate actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.
    • Provide players with information on services available and coordinate all necessary arrangements as required.
    • Book individual hotel, restaurant and special event reservations/arrangements.
    • Utilize LMS and CMP systems to extract necessary player data.
    • Utilize player rating system for comp worth determination. Use system to make proper decisions regarding room assignments and special events invitations for players.
    • Maintain security and confidentiality of files, records and lists.
    • Maintain high standard of courtesy, professionalism and discretion in communications to or about preferred customers, their arrangements and finances.
    • Communicate in a professional and poised manner, using crisp, clear and concise language.
    • Tactfully convey denials or address difficult issues, keeping in mind the desired result of maintaining the guest relationship and loyalty.
    • Offer alternatives to guests as appropriate.
    • Adhere to regulatory, departmental and company policies in an ethical manner.
    • Anticipate and provide for guest needs in a proactive manner.
    • Execute promotional programs and giveaways as needed.
    • Stay informed about all property and brand events initiatives, products and services focused on and/or relating to Seminole Gaming Player’s Club Members.
    • Maintain a high level of quality and accuracy in performance of duties.
    • Follow proper phone protocols and property phone transfer procedures.
    • Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate managers of concerns and observations.
    • Demonstrate actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.
    • Ensure prompt and discreet notification to managers and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
    • Other duties as assigned.

    Qualifications

    High School Diploma or equivalent and two (2) years guest service experience in a hospitality environment. Knowledge of Seminole Gaming Player’s Club Card and comping criteria preferred. Knowledge of LMS and CMP systems also preferred. Must have functional knowledge of MS Word and Excel. Knowledge of other languages preferred.

     

    Work Environment:

    • While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.
    • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
    • The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to, second hand smoke, excessive noise and constant exposure to general public. 
    • Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.

     

    Closing:

     

    The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.

    As part of Seminole Gaming’s employment process, final candidates will be required to obtain gaming licensure by completing a background check with Seminole Gaming Compliance and Regulations, prior to an offer being extended. These background checks may include, but are not limited to:

    • Credit Check
    • Criminal Background Check
    • Drug Screen    

     

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    Disclaimer
    While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

     

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