The Gaming Experience Host plays a crucial role in delivering an outstanding customer experience for our members and guests. This position ensures a welcoming, comfortable, and safe environment within the gaming room and bar, enhancing the overall atmosphere and service standards of the Club. By providing personalised attention, anticipating guest needs, and maintaining cleanliness and professionalism, the Gaming Experience Host contributes to an enjoyable and engaging experience for all patrons.
What key responsibilities does this role have?
- Greet and engage with all gaming patrons, ensuring a friendly and positive visit.
- Uphold responsible gambling practices and follow proper procedures when handling problem gambling risks.
- Understand and follow the Gaming Plan of Management (GPOM).
- Identify patrons who are at risk of or experiencing gambling harm.
- Identify patrons who are displaying behaviour related to gambling harm.
- Make inquiries with a patron if the officer suspects the patron is at risk of or experiencing gambling harm.
- Notify senior management of serious instances of patrons at risk of or experiencing gambling harm for the purposes of enabling senior management to intervene.
- Facilitate requests by patrons for information about or to participate in self exclusion schemes.
- Assist staff and management in ensuring the club meets its harm minimisation obligations under the Act and this regulation.
- Promote harm minimisation measures within the club.
- Record in the gambling incident register, incidents relating to persons who are at risk of or experiencing gambling harm, or who display behaviour related to gambling harm, observed by the officer.
- Provide personalised service, including beverage and tray service, while responding to guest needs promptly.
- Maintain a clean and organised gaming room, including clearing ashtrays, picking up glasses, and ensuring chairs are neatly arranged.
- Monitor the gaming area for disruptive behaviour, ensuring a safe and enjoyable environment for all guests.
- Promote Club activities, programs, and promotions, including gaming promotions, membership benefits, and loyalty programs.
- Run and facilitate gaming promotions, ensuring seamless execution and a great customer experience.
- Monitor and troubleshoot gaming systems, reporting technical issues when necessary.
- Deliver exceptional service to high value players, providing personalised attention and tiered benefits
- Adhere to Club service standards, dress code, and professional presentation at all times.
Ideal background…
- Experience in customer service, hospitality, or gaming operations.
- Knowledge of gaming machines, loyalty programs, and Club promotions.
- Understanding of Responsible Gambling practices.
- Hold an RSA, RCG and Advanced RCG certificate.
- Strong technical skills for monitoring gaming systems and troubleshooting issues.
- Relevant customer service or gaming training is an advantage.
Capabilities we look for…
- Outstanding Customer Service – Ability to engage with guests in a warm and professional manner.
- Excellent Communication Skills – Strong verbal skills to interact effectively with customers and colleagues.
- Promotion Skills – Confidence in promoting Club activities, membership benefits, and promotions.
- Attention to Detail – Ensures gaming areas are well-maintained and guest needs are anticipated.
- Problem-Solving & Adaptability – Ability to think on your feet and handle unexpected challenges.
- Organisation & Planning – Ability to manage multiple tasks efficiently during busy periods.
- Teamwork & Collaboration – Works closely with Customer Managers, Gaming Team, and colleagues to enhance the customer experience.
- This role is ideal for someone who thrives in a fast-paced environment, enjoys engaging with people, and takes pride in delivering high quality service.
Benefits…
- Working for one of the largest and most respected employers in the Shoalhaven.
- Above Award rates + benefits!
- A supportive and people-first workplace.
- Rewards & recognition program.
- Growth & Development opportunities.
- Uniform provided.
- Silver golf membership.
- 50% discount on meals during shifts.
