Casino Tour Guide I

POSITION DESCRIPTION 

POSITION: Casino Tour Guide I (19235)         

FUNCTION: Hospitality     

DEPARTMENT: Discover the Casino (223)       

REPORTS TO: Manager, Activities      

LOCATION: Casino Building, Avalon  

Summary 

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. 

Distinguishing Characteristics 

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• Reviews historical documents such as letters, journals, photos, or maps in order to provide information about historical events that occurred on the island 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: 

• Guest Services 

• Collect and tear tickets, issuing stubs for entry into the casino tours  

• Clean casino building areas  

• Change signs, posters, and marquees 

• Box Office 

• Sell tickets 

• Collect and make change  

• Answer phones 

• Change box office signage 

• Complete reports 

• Performs other duties, as assigned. 

Qualifications: 

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 

Knowledge of: 

• 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: 

• 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.