Casino Tour Guide I
POSITION: Casino Tour Guide I (19235)
DEPARTMENT: Discover the Casino (223)
REPORTS TO: Manager, Activities
LOCATION: Casino Building, Avalon
Performs a variety of tours for visitors, opening and closing the casino ensuring areas of tours are clean and presentable for tours and in a safety environment. Leads and directs guests as they tour the casino building, and ensures each guest has an enjoyable and memorable experience; and performs related work as required.
Supervision Received and Exercised
Receives general supervision from higher-level supervisory staff and direction from higher-level staff.
This is an entry-level classification in the Casino Building Tour Guide series, responsible for performing a variety of basic General Casino Guide tasks. Guides at this level receive frequent instruction or assistance for their daily assignments. Work is reviewed upon completion for soundness, appropriateness, and conformity to policy and requirements. This class is distinguished from the Descanso Activities Tour Guide II in that the latter is fully cross-trained in either Basecamp responsibilities, Aerial Adventure, or Zipline responsibilities, provides direction to lower-level support staff, and is responsible for more complex skilled guide duties and basic maintenance.
Essential Duties and Responsibilities
Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.
Delivers exceptional tours of the casino building
Conducts historical research in order to provide accurate information about the island, buildings, and points of interest.
Reviews historical documents such as letters, journals, photos, or maps in order to provide information about historical events that occurred on the island
Leads private groups & VIP’s on familiarization trips & tours
Develops, writes and trains new tour guides
Develops new training manual for guide narratives
Performs casino tour operations, inclusive of ticket sales
Performs a variety of customer service-oriented tasks
Provides lead direction and training to lower-level staff; audits tours to ensure quality and completeness; provides input to the Assistant Director, Activities on staff performance.
Inspects facilities and grounds for safety, security, and presentability; identifies and reports hazardous conditions and facility maintenance needs to supervisor.
Follows safe working practices and makes appropriate use of related safety equipment as required.
Performs custodial tasks.
Assumes the responsibilities of any one of the duties of a service host, including but not limited to:
Collect and tear tickets, issuing stubs for entry into the casino tours
Clean casino building areas
Change signs, posters, and marquees
Collect and make change
Change box office signage
Performs other duties, as assigned.
Education and Experience:
Must be minimum of 18 years of age
High School Diploma or GED;
Any combination of training, education, and experience would provide the required knowledge, skills, and abilities.
Prior experience in tour guiding
Principles and practices of record-keeping.
Principles and practices for providing a high level of customer service.
Modern office practices, methods, and computer equipment and applications.
Ability to speak publicly
Ability to multi-task in a changing environment
Ability to work a flexible schedule to include weekends and holidays as needed
Able to count money, make change, and bank deposits as needed
Independently organize work, set priorities, meet deadlines, and follow up on assignments.
Demonstrate strong customer service skills and establish, maintain, and foster positive and effective working relationships.
Maintain records and files on work performed.
Use English effectively to communicate in person, over the telephone, and in writing.
Licenses and Certifications:
At time of appointment, California Driver’s License with a satisfactory driving record maintained throughout employment.
CATALINA ISLAND COMPANYAvalon, CA
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