Job Description
The Welcome Host is responsible for creating a positive first impression for all visitors to the casino and facilitating a smooth and efficient customer experience. This role involves greeting visitors in a customer focussed, professional and helpful manner whilst ensuring compliance with all Legislation and Company procedures relevant to the position. The ideal candidate will have excellent communication skills, a genuine passion for customer service, and the ability to work in a fast-paced environment.
Key responsibilities
- To be the first point of contact for all customers; actively acknowledging and welcoming all visitors to the Casino in a friendly, customer focussed, professional and helpful manner.
- Demonstrating customer service skills by smiling and making eye contact with each customer.
- To be upstanding and active for the majority of the times in an open area of the lobby to convey welcoming and attentive behaviours, as well as to be accessible for the guests for any form of interaction.
- To adopt a pleasant, professional and positive manner with all customers, anticipating their needs and handling customer complaints in an agreed manner, escalating issues when necessary.
- Assisting in managing guest flow during busy periods, ensuring that customers are attended to in a timely manner.
- To be fully conversant and comply with all aspects of Legislation and Company Policy and Procedure relating to the department, Health & Safety and security.
- To be able to explain and actively promote all club facilities and promotional activities.
- To guide and help customers when using the Ikiosk points provided in the lobby area.
- Complete ID checks and Challenge 25 checks where necessary in a professional manner showing understanding and patience when language barriers are present.
- To direct and/or escort customers to the gaming floor or other parts of the casino when required
- To work closely with other teams in the casino to ensure guests have a seamless experience
- Keep an ongoing count of visitors entering our casinos and recording frequently as per company policy
What we are looking for
- A positive, friendly, outgoing and approachable personality; comfortable initiating conversations and interactions with customers;
- A passion for delivering the highest standards of customer service
- Excellent communication skills, with the ability to communicate in an appropriate manner with all colleagues and customers.
- Professional appearance, adhering to company uniform standards.
- The desire to go that extra mile to ensure customers enjoy their experience with us
- A team player, with the ability to build and maintain effective working relationships with all colleagues and 3rd parties (such as security staff)
- Previous experience in customer service, hospitality, or a similar role is preferred
Working hours
40 hour working week
Rota Requirements- ability to work flexible hours, including weekends and night shifts.
4 or 5 shifts over 7 days
Please note applicants must be over the age of 18 and have the right to work in the UK.
WHAT WE OFFER
As well as an excellent salary, we are dedicated to providing our colleagues with a vast range of benefits including:
Company funded benefits
- Private GP helpline.
- Discount portal for popular retailers, restaurants, leisure and more.
- Pension scheme.
- Life assurance.
- Employee assistance programme " A confidential helpline providing 24/7 advice and counselling whatever the issue.
- 20% discounted gym membership.
- Mental health support.
- Family-friendly and wellbeing policies.
Flexible benefits* " designed for employees to choose the best package for their personal needs.
- Health Cash Plan (level 1 is company funded).
- Critical illness cover.
- Dental insurance.
- Travel insurance.
- Health Screening.
Rewards, recognition, development, and events
- Career development opportunities.
- Genting Academy " online learning portal.
- Long service awards.
- Staff social fund.
- Annual company Christmas present.
- A range of social engagement activities such as a company-wide pub quiz, Croupier of the Year Awards, and a 5-a-side football tournament.
- Subject to eligibility.
OUR BUSINESS
Genting Casinos is one of the UK’s most popular leisure businesses and is proud to deliver outstanding service to our customers in our casinos nationwide. As part of the Genting Group, which employs 62,000 people worldwide, we are passionate about our values and providing our colleagues and customers with a fantastic experience.
As an inclusive and diverse employer, we celebrate individuality and value the contribution that each person brings to our workplace. We continue to gain an understanding of the needs and requirements of our customers, colleagues and prospects and actively embrace and accommodate these. If you require any support in relation to your interview, such as guidance, advice or any adjustments, please contact us.
