Guest Services Representative

Casino/Bingo New Westminster, BC

JOB DESCRIPTION

Job Title: Guest Services Representative E

Guest Services Coordinator

Reports to: Guest Services Supervisor – Starlight Casino Department: Guest Services

Site: Starlight Casino

Purpose of Position:

Meets, greets and assists guests, answers question and resolves concerns that they may have. Provides a
high level of customer service and executes casino marketing programs, promotions and other tasks as
assigned.

Major Responsibilities and Duties:

1. Greets and welcomes guests.

2. Ensures that guests have membership cards, such as Encore; explain services and benefits and signs of
guests’ membership.
3. Answers telephone inquiries or directs calls to appropriate party.
4. Responds to customer inquiries, providing accurate and helpful information.
5. Assigned seats to guests and maintains wait lists, where applicable or for special events.
6. Handles complaints and concerns with tact, directing customers to the appropriate supervisor if
needed.
7. Aids with the administration and tracking of marketing programs, concert promotions and lottery sales
where applicable.
8. Communicates and maintains excellent knowledge of programs and events.
9. Performs data entry.
10. Makes announcements over the PA system
11. Performs other duties as assigned.
Skills, Knowledge and Abilities Required:

 Excellent customer service skills, including demonstrated ability to be friendly, efficient, polite and
patient
 Good communication (verbal and written) and interpersonal skills (knowledge of additional languages
or cultures is an asset)
 Ability to assist guests using patience, tact and diplomacy skills
 Ability to multi-task, organize workload and work under pressure
 Working knowledge with computer skills in word processing, spreadsheets, email and internet
navigation.

Experience, Training, Certification and Education (demonstrating requirements):

 Minimum 6 months experience in the guest services / hospitality industry

 Serving It Right Certificate (in BC)

Working Conditions/Physical Requirements:

 Ability to stand for long periods of time

 Ability to pull, lift, and carry objects up to 25 lbs

Face-to-face interviews
Face-to-face interviews are an invaluable tool to determine if a candidate is a suitable fit
for an organization and the best opportunity to ensure that the person’s characteristics, values,
and experiences fit with your needs and overall corporate culture. Face-to-face interaction
gives the interviewer the opportunity to properly communicate, read the applicant’s body
language, and understand if the applicant uses professional mannerisms, seems sincere, and
makes eye contact.

Before we invite any candidate to an interview, we need to have a game plan. We need to have
interview questions ready prior to the interview, and the questions should come from the job
description we are hiring.

It is important to ask the same questions of each candidate, so we can compare each candidate
fairly, although some side questions may arise during conversation.

In the interview, there are at least others involved in the interview and selections process. We
often invite one onsite supervisor and the HR coordinator together in the interview. The 2 nd
 opinion can complement our assessment and help us determine the best qualifications and fit
of individuals we are considering. Everyone’s perspective will be different, and a collective and
collaborative approach to interviewing and selecting candidates can help assess suitability to
both the job and the overall operation.

Once you we have the plan set, we need to prepare for the process of the interview:

 Introduction
 Questions
 Wrap-up

1. Introduction

To begin the interview, we will introduce ourselves and any others who will be present and
involved in the process. From stating our role(s) and making the applicant feel at ease. Let
the applicant know how long we expect the interview to take and what to expect. We are
doing this to make the applicant more comfortable.

During the interview, let the candidate do most of the talking. We are interviewing the
candidate for Guest Service Representative. We are looking for someone who is energetic and
polite, and good in communication. This 80/20 rule is a good rule of thumb to follow. The
candidate talks 80 percent of the time, and we ask questions, or answer the candidate’s
questions, 20 percent of the time.

2. Questions

Behavioural descriptive question-the applicant is asked to describe what he did in given

situation in the past. And the best indicator of a person’s future behaviour is his or her past
behaviour. Additionally, behavioural descriptive questions give better insight into how well the
candidate understands the situation and topic, as well as his or her knowledge base and
learning abilities.

Situational question: the applicants are asked what they would do in these situations. And they
could be answered with any number of responses, depending on what the applicant thinks the
interviewer wants to hear.

We will also ask some questions to confirm education and experience qualifications;
however, the best indicator of a person’s future behaviour is their past behaviour.

Also, some of the questions may be difficult to answer, and it may take time for the
candidate to recall a specific incidence. Let the candidate know that it is all right to take time to
think of the answers before answering. This will make the person feel more comfortable if
there is a moment of silence while he or she thinks.

3. Wrap-up

The best time to tell the candidate more about the job and what we are looking for is after
asking all our questions.
Lastly, we are giving the candidate the opportunity to ask questions. Before the
interview, we have encouraged each candidate to ask any questions they may have about the
specifics of the job and the company.
If a candidate has no questions, be sure to tell the person when we expect to decide. For
example, we are still in the middle of interview process, but we will make the decision by the
end of the week. We should not let the interviewee hang in and just waiting days for a phone
call and not knowing when to expect it.

Informing unsuccessful candidates

One hand we have the successful, we still need to inform the unsuccessful applicants as
quickly as possible, so they hear the news from us.

We can understand the disappointment from the unsuccessful applicant; so, we will
take the conversation short and to the point. And most importantly, we will still treat the treat
the unsuccessful applicants with dignity, respect, and empathy because we do not want the
unsuccessful applicants to spread bad news about Gateway.

Follow-up with each candidate interviewed is a must-do, it doesn’t matter what our
final decision is. This simple step to close our interview process and will help leave a more
positive lasting impression with the candidate and may prove beneficial in the event another
employment opportunity arises in the future for which we may wish to consider a previously
unsuccessful candidate.

Interview Guide
Starlight Guest Services Representative
 1. Welcome. As you know, we’re here today for the Starlight Guest Service Representative
interview. Navdeep, Jasdeep, and I have some questions we’d like to ask you to learn
more about yourself and your past work experiences. There may be many good answers
to the questions, so feel free to toss out as many thoughts or ideas as you would like.
Before we start, I’d like to confirm a few things with you which are important to the job.

o Comfortable with the fact that this is a casual position

o Able to work day, night, graveyard shifts on the weekends

o Able to work holidays/weekends

o Able to attend work on an assigned shift that is outside of the standard public
transportation hours
o Able to work some extended hours over and above a typical work week or work day
o Able to attend work at Gateway regardless of a scheduling conflict with another job
that you may have
o Open to obtaining a gaming license, requiring a criminal records background check
o Open to obtaining a Serving It Right

2. The interview will last approximately 30 minutes and we will be taking notes throughout
so that we don’t miss any key points.
3. After we’ve finished the questions, you’ll have a chance to ask us any questions that you
might have about the position.

4. So, if you’re ready, let’s begin.

Scenarios:
1..If you have to handle an aggressive customer who is bothering others around what would
you do?

5-----------------4-------------3------------2--------------1
Outstanding Acceptable Unsatisfactory
2.Tell me about a time when you had too, many things to do and you had to prioritize your
tasks. How did you handle it and what was the result?

5-----------------4-------------3------------2--------------1
Outstanding Acceptable Unsatisfactory

3.If you were witnessing one of the GSRs were constantly coming back from the
break late what would you do?

5-----------------4-------------3------------2--------------1
Outstanding Acceptable Unsatisfactory

4.If you had to deliver excellent customer service following a complaint despite of the
fact that the company is not guilty what would you do?

5-----------------4-------------3------------2--------------1
Outstanding Acceptable Unsatisfactory

5.How would you deal with a colleague at work with whom you seem to be unable to build a
successful working relationship?

5-----------------4-------------3------------2--------------1
Outstanding Acceptable Unsatisfactory

6.You don't have the information you need to prioritize your projects. Your co-workers and
supervisor are unavailable for you to ask for assistance. How do you handle the situation?

5-----------------4-------------3------------2--------------1
Outstanding Acceptable Unsatisfactory
General Information for the Candidate and Conclusion:

1.) Do you have any questions for us?

2.) Thank you for attending this interview.

We will contact you by the end of this week to give you an update on our interview
process.

 Hours of work/work schedule (explain Casual Guest Service Representative work

hours if applicable)
 Uniform (explain if applicable)
 Benefits (explain eligibility and what the benefits cover, if applicable to the job)
 Probationary Period (explain if applicable)
 Tips (if applicable, explain the general tip practices – do not speculate/suggest any
monetary amount)
 Gateway employees are not permitted to gamble at Gateway Properties – (explain
that this is required by the gaming regulators)
 Interview Evaluation Form

Name of Candidate: _________________________________

Date: __________________________

Position: _____________________________

Name of Interviewer: __________________________

A. Understanding of Company Goals: Score: _____ __

B. Job Related Skills/Experience: Score: _____ __

C. Skills Questions: Score: _____ __

Overall Score Total of all scores above: ______

Informational Questions: No score

Communication and Presentation Skills Displayed in the Interview:

Observations about the candidate’s communication and presentation abilities shown

in the interview. Check the boxes that apply, but do not give a score for this section.

 Were they aware of interviewer reactions and did they respond accordingly?
 Did they listen effectively and ask for clarification as needed?
 Did they communicate clearly and concisely?
 Did they communicate in a confident and persuasive manner?
 Did they show enthusiasm for the job?
 Were they patient, polite, open, honest and respectful?
 Were they well groomed and dressed appropriately for the interview?
 Did they arrive on time for the interview?
No score
 Final Assessment:

Consider all aspects of the candidate, including their:

 Qualifications and Overall Score

 Responses to the Informational Questions
 Communication and Presentation Skills Displayed in the Interview (see the box above)
 Performance Appraisals

Is this person a good fit for the position, department, culture, environment, etc.?

Explain below:

At the interview,

 Do not settle on the first impression: we try to avoid basing our decision on a first impression
because some interviewees are particularly skills at impression management. And also, we
should give the candidate ample time to answer the questions. As an interviewer, throughout
the meeting, and even if the candidate makes a statement we disagree with, we do not
interrupt, dispute, or express judgment. We should keep an open mind during the interview, so
we have more than two people joining in the interview to keep the judgement fair to avoid
making a hiring decision simply based on “having a good feeling” about or liking a candidate.
 Be consistent: We use a consistent list of questions for all candidates to ensure we can make a
fair comparison after the interviews are completed. Of course, we can still naturally follow a
line of question based on the answers individual candidates provide to specific questions but be
sure to cover all the same basic lines of enquiry with each candidate. We will take notes for
every candidate so that we remember who said what during each interview. As part of each
 interview, strive to identify candidates’ strengths and weaknesses as well as their plans and
career aspirations.
 Active listening skills: At the interview, the candidate should talk 80 percent of the time, and
we ask questions or answer the candidate’s questions the other 20 percent of the time. Give
the candidate an opportunity to ask us questions about us if the candidate is really interested in
the position. The questions the candidate poses will give us insight into the person. When the
candidate is responding, what is the tone of voice? What facial expressions and what is the
gestures? Is there any excitement in there? Or does he or she just go through the motion of job
interview? We must listen carefully to the words and ask for clarification if we don’t
understand. The best way to hire the best employee is to find out as much as we can about
each candidate, so we need to ask if we are not sure...
 Evaluate the interview after it is over: After each interview, evaluate each candidate based on
his or her answers to our interview questions. For each question we asked, determine whether
the response outstanding, acceptable, or unsatisfactory, our criteria. Based on this rating, we
can then evaluate and compare the candidates more objectively with other interviewers. In
addition to a candidate’s skills and experience, evaluate how well the individual would fit into
the organization’s environment and culture. It is important that we are aware of what we are
looking for in a candidate. Talk with other Guest Services Representatives or Security Officers in
our site, such as the person who greets the candidates upon arrival, to get a sense of the
candidate’s personality when not being formally interviewed. We can learn a lot about
applicants by asking how they interacted with a front-line employee like the person at the
reception area.

Once we do all the above, we have all the evaluation from the interviewers, then we will pick
the best candidate for the position and we will contact the candidate. However, we will still let
the unsuccessful applicants know the outcome as well.

Written Questions and rating scale

Scenarios:
1.If you have to handle an aggressive customer who is bothering others around what would
you do?(Situational)
5-----------------4-------------3------------2--------------1

Outstanding Acceptable Unsatisfactory

Rationale: we ask this question because customer service is the purpose of Guest Service
Representative and it’s also Gateway’s mission “Provide customers with an outstanding
entertainment, hospitality and gaming experience”
All Gateway employees strive to provide exceptional service to all the guests at all the properties
all the time.
Scoring guide

1---2-I would tell the customer that I don’t know how to help. It’s above my pay grade.

2----4-I would listen to the customer and let him or her say what he or she needs to say. I will
see what I can do. If we can bend the rule, we will make the exception for them and try to make
them happy.

4---5 –I would listen to the customer, and let them know when the situation like this, it’s not
much we can do; however, we can ask what they would like us to do for them, so it makes the
situation better. We calm them down and give them the suggestion. If they take it and we make
it happen right away. We want to solve the problem right away. Once the problem right away,
we will follow up later, we want the customer to know that we care, and we don’t just brush
them off for the quick solution. We want to sustain the customer service and we want them to
come back to us.

2.Tell us about a time when you had too, many things to do and you had to prioritize your
tasks. How did you handle it and what was the result? (Situational)
5-----------------4-------------3------------2--------------1
Outstanding Acceptable Unsatisfactory

Rationale: we ask this question because Guest Service Representative will encounter a lot
inquires at once i.e. greeting and welcome guests, answering phone calls, or handling complaints
and concerns with tact, directing customers to the appropriate supervisor if needed. Some of the
inquires can be time sensitive. So, time management and working under stress are important
now days.
Scoring guide

1—2-I get frustrated and panic when I know I have more things to finish. I tend to make more
mistakes and it delays my time line. It just upsets me more.

2—3- I just takes a deep breath and do one thing a time. If I can’t finish today, I can always
tomorrow.

3—5- I always breaks down what I need to do on the list and prioritize everything. It helps me
manage my time. With the proper time management, it can increase the efficiency and
effectiveness. And it’s less stressed.
 3.If you were witnessing one of the co-workers were constantly coming back from
the break late what would you do? (Behavioural)

5-----------------4-------------3------------2--------------1
Outstanding Acceptable Unsatisfactory

Rationale: we ask this question because “Integrity in All We Do” is one of our Core Values
in Gateway, and it’s also very important when working in the gaming facility. When
Gateway recruits, Gateway’s strategic goal is to recruit, develop and recognize team
members to be the best they can be.
Scoring guide

1—2-why should I care? It’s not my problem...

2—3- I will tell the supervisor to fix the problem because it’s the time theft.

3-5- I will talk to my co-worker that the break is paid, and he or she should come and go to
the break on time because it’s affecting other co-workers. And I will give him or her one
more chance after I talk to him or her. If it’s still not changing, then I will tell the supervisor.

4.If you had to deliver excellent customer service following a complaint despite of the fact
that the company is not guilty what would you do? (situational)

Rationale: we ask this question because so that we can judge if the candidate will comply
Gateway’s core values. We are also testing candidates’ patience level and the extent to which
they will contribute tom help the customer and the company too.
Scoring guide

1-2 why should I care? It’s not my problem...

2-3 I will call out for the supervisor to fix the problem

3-5 I will take immediate action by checking all the records of the company and see if that
matches with the customers’ complaint. If not, I’ll apologize on the behalf of company; still not
satisfied than I’ll call for the supervisor.
5.How would you deal with a colleague at work with whom you seem to be unable to build a
successful working relationship? (situational)

5-----------------4-------------3------------2--------------1
Outstanding Acceptable Unsatisfactory

Rationale: here we are testing the candidate’s efforts to cope up with the fellow employees.
Will they try to work together in a team even though they are not able to build a good work
relationship. Also, they if they are giving priority to the company’s goals or the personal
grudges.

Scoring guide

1-2 why should I care? It’s not my problem...

2-3 Will try to solve issues.

3-5 Will talk to him personally and try to resolve the issue as soon as possible. Will try to keep
personal issues away from work place.

6.You don't have the information you need to prioritize your projects. Your co-workers and
supervisor are unavailable for you to ask for assistance. How do you handle the situation?

5-----------------4-------------3------------2--------------1
Outstanding Acceptable Unsatisfactory

Scoring guide

1-2 why should I care? It’s not my problem...

2-3 Will try to reach out any other superior.

3-5 I will take the charge and think as I’m responsible for the outcomes of the situation. Use
most of the available resources and inform the supervisor as soon as he is available