Guest Services Attendant - N/A1022417
Code/Reference:
N/A1022417
Applications accepted until:
2019-10-14
Number of Openings
1

Unit:

GrandWest

Location:

Cape Town

Job Purpose

Responsible to be the frontline customer service point, providing exceptional service to MVG and all guests on the slots floor in accordance with company standards and gaming regulations.

Education

  • Grade 12 or equivalent national qualification in gaming operations
  • Successful completion of practical Guest Service Attendant Training School requirements

Experience:

  • Previous experience in a customer facing role
  • Meet the requirements for a gaming licence and FICA
  • Ability to work shifts that meet operational requirements
  • Work in a smoking environment
  • Physical mobility to move around as per job requirements (including with the use of aids)

Skills and Knowledge

Core & Personal behavioural competencies

  • Problem Solving
  • Collecting Information (listening; asking questions)
  • Dealing with Customers
  • Handling conflict
  • Checking
  • Following Instructions
  • Emotional resilience
  • Honesty in the handling of cash
  • Presentable

Technical / proficiency competencies

  •  English verbal communication skills
  • Numerical skills (calculations of large numbers)
  • Slots Products - Machine card transactions, Smart card adjustments, pay-outs
  • Loyalty Programme product knowledge
  • Use Slots equipment €“ Machine types, manufacturer, denomination, payable, functionality, diagnostic functions.
  • Compliance procedures and regulations
  • Basic responsible gambling principles
  • Basic computer skills

Key Performance Areas:

Prepared Work Area

  • Check gaming floor to ensure ready for play
  • Checks operating equipment prior to start of shift to ensure all is functioning and ready for play
  • Check cleanliness of own section or station
  • Communicate and follow-up on the correction of any equipment faults or defects

 Slots Floor Transactions

  • Verifies jackpot payouts
  • Completes and validates documentation
  • Identifies, reports and resolves faults / tilts on machines
  • Identifies and resolves transactional errors
  • Logs faults with technical departments
  • Reports defects to general appearance and functioning of gaming floor
  • Escalates issues with relevant parties: Technical, Surveillance, Security, Management
  • Resolves disputes and escalates issues as required

Loyalty Programme Administration

  •  Promotes Loyalty Program and explains benefits
  • Captures sign up data and issues cards
  • Captures all other Guest Related Data ie VOG, CMP etc.
  • Conduct collateral and stock audits
  • Redeems points for guests and issues reward vouchers
  • Processes Guest reservations/ bookings / point redemption
  • Assists in selling of Non-MVG player cards

Customer Engagement

  • Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times
  • Interact with guests and provide professional service standards and relevant solutions
  • Identifies customers and understand their preferences
  • Educate customers on business unit facilities, products and current promotions
  • Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary

Additional Information

Please Note that ,Preference will be given to suitably qualified employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998 (and any amendments thereto), the relevant internal recruitment policy as well as unit€™s employment equity plans and Gaming Board License conditions.

Equity:

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.