Guest Service Representative

At Monarch Casino Resort Spa
, we are more than just a premier destination for luxury gaming and hospitality in Black Hawk, Colorado; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging.

Job Title:
Guest Service Representative

Salary: $22.00

Status:
Full Time

Shift: Varies (Day/Swing)

Monarch Casino Resort Spa in Black Hawk, Colorado sits 45-minutes west of downtown Denver. Rated by AAA as a Four Diamond resort, Monarch is in the top five percent of the nearly 31,000 properties approved by AAA who achieve this designation. Boasting 23-floors filled with 516-luxurious guest rooms and suites, five distinct restaurants, and over 40,000 square feet of gaming featuring 3,000 slot machines and over 45-table games.

Spa Monarch carries the #2 Hotel Spa rating from USA Today’s Readers Choice Awards. Monarch Chophouse carries Open Table’s Diner’s Choice Award along with the Wine Spectator Award of Excellence. An award shared by Bistro Mariposa for both 2024 and 2025.

As part of a family-owned business, we are committed to providing excellence in every guest experience. From exceptional gaming, exquisite dining, unique and indulgent spa experiences, and a warm welcoming acknowledgement every time you step through our doors. Our focus is on maintaining lasting relationships with our guests and our community, ensuring that every interaction is warm, and welcoming.

As a Players Club Representative, you are responsible for identifying guests without Club Monarch memberships and assisting them in the process of getting a membership. You will promote Monarch Casino Black Hawk and Club Monarch in all day-to-day duties and greet guests with exceptional guest service.

• Open Club accounts and promote Club Monarch membership
• Able to read and input guest information in casino marketing system including driver’s license, state , passport or military
• Communicate the benefits and rewards of Club Monarch membership using persuasion skills and motivated enthusiasm
• Provide exceptional customer service to all guests of the casino
• Support the marketing department as needed
• Maintain security and confidentiality of all patron files, records, lists and of all casino information
• Adhere and comply with all casino policy and procedures, internal rules and regulations and abides by all regulations of the Colorado Department of Gaming

• Prior experience in hotel or gaming industry preferred.
• Prior experience with clerical and office work preferred.
• Knowledge and experience in Club Services, VIP services or Front Desk Services of a casino/hotel property preferred.
• Must be able to obtain and maintain a Colorado Gaming Support License.
• Above average knowledge of computer applications such as Microsoft Office and player tracking systems.
• Must be able to stand for up to 10 hours/ day, including walking casino floor multiple times throughout 10-hour shift.
• Ability to work all shifts, weekends and holidays are required.
• Must be able to provide a high level of customer service at all times.
• Must have excellent interpersonal skills with the ability to listen and verbally communicate with guests both in the casino and at external events.
• Must be able to work in and facilitate a team environment.
• Must keep a well-groomed professional appearance.
• Must be able to meet deadlines, work under pressure and maintain professionalism in a fast paced and stressful work environment.
• Strong verbal and written communication skills are essential.

• Enhanced health, dental, and vision insurance, along with a flexible spending account.
• Education, tuition, and certification reimbursement (up to $6,000 per calendar year).
• Growth opportunities available within department/company.
• Access the team dining hall with one free hot meal per shift.
• Company-matched 401k.
• Paid time off and six observed…