Floor Attendant | Torchora

🎯 Role Definition

As a Floor Attendant, you are the central pillar of the guest experience on our floor. You are a brand ambassador, a problem-solver, and a service expert, responsible for creating a welcoming and exciting atmosphere. Your primary mission is to proactively engage with guests, anticipate their needs, and provide seamless service that encourages loyalty and return visits. You will be a key player in the day-to-day energy and operational success of the venue, ensuring every guest feels valued, attended to, and safe from the moment they arrive until they depart. This dynamic role requires a blend of exceptional interpersonal skills, keen observational abilities, and a thorough knowledge of our offerings and procedures.

📈 Career Progression

Typical Career Path

Entry Point From:

Guest Service Representative
Cashier / Cage Cashier
Retail Associate
Hospitality Intern

Advancement To:

Floor Supervisor
Shift Manager
Guest Services Manager
Casino Host

Lateral Moves:

Loyalty Club Representative
Security Officer (with additional training)
Promotions Team Member

Core Responsibilities

Primary Functions

Actively patrol assigned sections of the floor to provide visible, friendly, and accessible assistance to all guests, creating a welcoming and secure atmosphere.
Deliver an exceptional level of guest service by proactively engaging with patrons, answering questions, and resolving issues with a positive and professional demeanor.
Process and verify customer winnings, including jackpots and other payouts, ensuring accuracy and compliance with all internal controls and gaming regulations.
Maintain a comprehensive and up-to-date knowledge of all facility services, promotions, events, and loyalty programs to effectively inform and assist guests.
Monitor the functionality and performance of floor equipment (e.g., slot machines, kiosks), performing minor troubleshooting like ticket paper refills and promptly reporting malfunctions to technicians.
Build and foster positive relationships with guests, recognizing and greeting regular patrons to enhance their experience and build brand loyalty.
Observe and report any suspicious activities, potential safety hazards, or violations of house rules to supervisors or security personnel to ensure a safe environment for everyone.
Explain the rules of various games, machine functionalities, and promotional details to new and inexperienced guests to enhance their understanding and enjoyment.
Handle guest inquiries and minor complaints with empathy and efficiency, escalating more complex issues to a Floor Supervisor or Manager as necessary.
Ensure the overall cleanliness, organization, and presentation of the floor, including removing clutter, wiping down machines, and organizing seating areas.
Assist guests with the players' club, including signing up new members, explaining benefits, and resolving card-related issues at the machine.
Manage and redeem guest tickets and vouchers at redemption kiosks, providing assistance and troubleshooting when required.
Maintain a constant state of awareness on the floor, anticipating guest needs before they have to ask for assistance.
Collaborate effectively with team members across various departments, including Security, Beverage, and Technical Support, to ensure a seamless guest experience.
Uphold all company policies, service standards, and regulatory requirements, including those related to responsible gaming and age verification.
Accurately complete all necessary paperwork and logs related to transactions, machine issues, and significant guest interactions.
Provide support during special events, promotions, or tournaments, assisting with crowd management and guest information.

Secondary Functions

Assist in the stocking and inventory management of operational supplies such as TITO paper, cleaning materials, and promotional items.
Act as a first-level brand ambassador, encouraging guest feedback and communicating trends or common concerns to management.
Participate in ongoing training and development sessions to stay current on new games, technologies, compliance updates, and service standards.
Provide assistance to other departments during peak hours or as directed by management to support overall operational needs.

Required Skills & Competencies

Hard Skills (Technical)

Cash Handling: Proficient and accurate in handling large sums of money, processing transactions, and balancing accounts.
Regulatory Compliance: Knowledge of local and state gaming regulations and internal control procedures.
Basic Technical Troubleshooting: Ability to perform minor repairs and diagnostics on floor equipment, such as gaming machines and kiosks.
Point of Sale (POS) & System Operation: Experience using customer tracking systems, payment processing software, and other operational platforms.
Reporting & Documentation: Skill in accurately filling out forms, logs, and reports for financial transactions and operational incidents.

Soft Skills

Exceptional Customer Service: A genuine desire to help people and create positive experiences, with a friendly and approachable demeanor.
Communication Skills: Excellent verbal communication and active listening skills to interact clearly and effectively with guests and team members.
Problem-Solving & Conflict Resolution: The ability to think quickly, assess situations, and de-escalate conflicts calmly and professionally.
High Attention to Detail: Keen observational skills to monitor a busy environment, spot potential issues, and ensure accuracy in transactions.
Adaptability & Composure: Ability to remain calm, professional, and effective in a fast-paced, high-stress, and constantly changing environment.
Teamwork & Collaboration: A cooperative spirit and willingness to work closely with colleagues to achieve common goals.
Patience & Empathy: The capacity to handle inquiries and complaints from a diverse range of guests with understanding and patience.
Proactive & Self-Motivated: A strong work ethic and the initiative to identify and complete tasks without direct supervision.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent.

Preferred Education:

Associate's degree or certificate in Hospitality Management, Business, or a related field.

Relevant Fields of Study:

Hospitality and Tourism Management
Business Administration
Communications

Experience Requirements

Typical Experience Range:

1-3 years of experience in a direct customer-facing role, preferably in a high-volume environment.

Preferred:

Previous experience as a Floor Attendant, Slot Attendant, or Guest Service Representative in a casino, resort, or major entertainment venue is highly desirable.