Guest Services Representative - River Rock Casino Resort

At River Rock Casino Resort, one of British Columbia’s most iconic entertainment destinations, every guest interaction is an opportunity to create something memorable. Located in the heart of Richmond—just minutes from Vancouver International Airport, a short drive from downtown Vancouver, and directly connected to its own on‑site SkyTrain station (Bridgeport Station)—River Rock blends the energy of a world‑class casino with the comfort and sophistication of a full‑service waterfront resort.

As part of a team of over 950 dedicated employees, you’ll join a vibrant, guest‑focused community where hospitality, entertainment, and service excellence come together.

Under the direct supervision of the Manager, Slots, Cage & Guest Services, the Guest Services Representative plays a key role in delivering warm, attentive, and efficient service to every guest who visits River Rock Casino Resort. This position supports a safe, welcoming, and service‑driven environment for all team members while consistently upholding Company policies, procedures, and service standards.

With a focus on professionalism and genuine hospitality, the Guest Services Representative leads by example—motivating others through their conduct, supporting River Rock’s learning culture, and contributing to an atmosphere where both guests and team members feel valued, respected, and well‑supported.

Job Responsibilities

• Answers guest services switchboard; informs or re-directs calls accordingly
• Greets guests in person; offers information on the facility, events and promotions
• Providing information on the facility, bag and coat check, special events and promotions
• Ability to make clear concise announcements on drawings, events and special promotions over a PA system
• Soliciting, identifying and enrolling new gaming customers into the Encore Rewards program
• Maintaining Encore Rewards program
• Maintaining all services standards
• Maintain current knowledge/familiarity with all resort services and features including promotions and offerings
• Maintaining highest standard of professionalism, ethics, grooming and attitude towards guests and clients
• Conducts guests to other areas as requested; conducts facility tours
• Responds to, resolves or escalates issues as required
• Communicates effectively with all appropriate operational departments
• Builds strong working relationships with guests and team members
• Ensures compliance with licensing laws, health and safety and other statutory regulations
• Performs other duties as assigned or directed

Education and Qualifications

• Minimum one year of experience in customer service; gaming experience an asset
• Regular casino and cage environment, requires extended period of standing, walking, bending
• Ability to obtain Gaming Worker Registration with IGCO and Serving It Right certification through Responsible Service BC
• A commitment to continually increase your knowledge of our products and services in order to offer exceptional experiences to our guests
• Ability to exceed internal and external customer expectations through timely, effective and service oriented communication
• Flexible schedule that adapts to business needs, and will have non-traditional work hours including holidays, evening, overnight or weekend shifts.

Work Environment Considerations

Regular casino environment, standing for long periods of time and non-traditional work hours

Comprehensive Benefits

Eligible employees receive a competitive benefits package after completing probation and meeting the required hours threshold, including:

• Extended health and dental coverage
• Company pension plan with matching contributions
• Employee and family assistance programs
• Paid time off

Exclusive Staff Perks

Team members enjoy a variety of discounts across the resort, including:

• Dining discounts, including at Gordon Ramsay Steak
• Hotel discounts

Easy, Reliable Commuting

With direct access to Bridgeport SkyTrain Station, commuting is convenient whether you’re coming from Richmond, Vancouver, Burnaby, New Westminster, or Surrey.

River Rock Casino Resort is committed to fostering a diverse, equitable, and inclusive workplace and welcome applications from all qualified candidates. Accommodation is available throughout the recruitment and selection process. Candidates requiring accommodation are encouraged to advise us at any stage of the process.

We thank all applicants for their interest; however, only those selected for further consideration will be contacted.