PRIMARY PURPOSE

Six Nations of the Grand River Development Corporation (SNGRDC) is committed to pursuing economic self-sufficiency without sacrificing the cultural values and integrity of the Six Nations People.

Reporting to the Assistant Director of Operations, the SNGRDC Customer Service staff is responsible for assisting with the delivery of excellence in customer service that is conducive to the exceptional standards of SNGRDC. The Customer Service Team Member rotates throughout SNGRDC properties and various customer service roles as required by operational needs. The chosen candidate will work within the policies and procedures established by the Six Nations of the Grand River Development Corporation and ensure that the assigned duties have been carried out effectively.

DUTIES

#

DUTIES

% OF TIME

1

Front-Line Customer Service

Provides exceptional customer service in a fast and efficient manner for guests; responds to guest questions and concerns over the phone, in person, and via email in a professional manner using good tact and judgment; operates various computer and POS systems for the various SNGRDC locations; maintains a safe working environment; reports any concerns to management in a timely manner; participates in and completes all required SNGRDC training.

40%

2

Site-Specific Duties – Bingo

– Ensures the Bingo Hall is clean and equipped with operating supplies such as concession supplies, cart supplies, session information, garbage bags attached to each table, clean ashtrays, and clean tables at the beginning and end of each session; works in the assigned bingo position for the duration of the shift; acknowledges all bingos declared by patrons, ensuring games are ceased for verifications and the caller is informed; issues prize payment amounts immediately after the closure of each game; balances cards/cart/Nevada sales and cash at the end of the shift and reports shortages in float to the Operational Shift Supervisor.

20%

3

Site-Specific Duties – Chiefswood Park

Organizes reservations for park guests, assists with luggage where necessary, and ensures accommodations are in immaculate condition; communicates with housekeeping/cleaning services to address late check-outs, early check-ins, extended stays, unexpected departures, and unforeseen circumstances; works to attain the best occupancy and average daily rate possible, assessing bookings and attempting to upsell; informs guests of local businesses, organizations, and attractions.

15%

4

Property Management Support

Operates floor cleaning equipment and maintains janitorial equipment; cleans and sanitizes SNGRDC properties and offices; cleans guest cabins and replenishes linens, kitchen items, room accessories, and bathroom essentials as required; conducts checks and cleaning of SNGRDC bathrooms and replenishes supplies; cleans conference facilities and sets up banquet tables and chairs for rentals; cleans, maintains,



and keeps all tools organized and in good working condition, reporting needs for repairs and replacements as required.

10%

5

Marketing and Events Support

– Assists the marketing team as necessary in the planning and execution of events; provides in office support for events in various roles; assists in the setup and delivery of programming; works flexible hours, including evenings, weekends, and holidays, as required

10%

6

Other Related Duties

As required.

5%

NATURE AND SCOPE OF POSITION

The Customer Service Representative supports operations across multiple SNGRDC properties, delivering front-line customer service and property support in a fast-paced, guest-focused workplace. The role requires flexibility to work in different locations and functions, including hospitality, bingo operations, and events, according to operational needs. The position contributes directly to guest satisfaction, brand reputation, and the protected, qualified presentation of all SNGRDC properties.

KNOW-HOW

The position requires knowledge of customer service practices, basic cash-handling and POS systems, and general cleaning and maintenance practices. The team member must understand and follow Health & Safety policies and WHMIS standards and be able to apply sound judgment when interacting with the public and addressing issues or concerns.

PROBLEM-SOLVING

The team member must exercise good tact and judgment when responding to guest inquiries and concerns across phone, email, and in-person channels. The role requires identifying issues related to facilities, guest experience, or safety, and reporting or resolving them in a timely manner to minimize impact on operations and customer satisfaction.

ACCOUNTABILITY

The Customer Service Representative is accountable for providing professional, welcoming, and accessible service at all SNGRDC properties, maintaining cleanliness and safety standards, and accurately handling cash and POS transactions where required. Errors in judgment or failure to follow procedures may result in loss of credibility, poor public relations, and potential liability to SNGRDC.

WORKING CONDITIONS

Physical Effort:

This position requires medium physical effort, including prolonged standing, running, walking, and other physical tasks related to cleaning and event setup.

Physical Setting:

Work is performed across multiple sites, including hospitality, gaming, and outdoor environments, and may include working in a smoking environment. The work setting is generally agreeable but can be quick-paced and busy.





Sensory Attention:

Requires sustained attention to guest interactions, cleaning standards, and safe operation of equipment, as well as use of POS and computer systems.

Mental Stress:

The position involves regular interaction with the public, shifting priorities, and occasional high-volume periods, which may create deadline and service pressure.

SPECIFICATIONS

Education:

Secondary school diploma; post-secondary education is considered an asset.

Experience:

One year of work-related experience in the custodial or customer service field. Must be willing to take training and upgrading as required.

Experience working with the public in a fast-paced environment, preferably in hospitality, retail, or entertainment settings.

Knowledge and Skills:

Have knowledge of general cleaning and maintenance practices.

Strong knowledge of WHMIS Standards and Health & Safety requirements.

Ability to operate POS and basic computer systems.

Competencies and Abilities:

Robust work ethic with a focus on accuracy and attention to detail.

Ability to embrace and champion change.

Reliable, punctual, and able to work independently and as part of a team.

Good mechanical and problem-solving skills.

Pleasant attitude and disposition for working with the public.

Ability to manage multiple tasks and shifting priorities in a customer-facing environment.

OTHER REQUIREMENTS

Police Record Check required upon offer.

Flexible availability for occasional extra hours, including evenings, weekends, and holidays.

Must have reliable transportation and the ability to maintain a valid driver’s license if required to travel between locations.

Willingness to learn, accept change, and adapt to new ideas, business concepts, and cultures.

Ability to maintain confidentiality.

IMPACT OF ERROR

Error in judgment may lead to loss of credibility, poor public relations, public confidence, and misinformation resulting in embarrassment and potential liability to the Six Nations of the Grand River Development Corporation.

CULTURE

The purpose of the Development Corporation is to enhance Six Nations to derive economic perks, create employment for community members, and generate income to support community priorities.

Six Nations of the Grand River Development Corporation will pursue economic self-sufficiency without sacrificing the cultural values and integrity of the Six Nations People.

EXTERNAL/INTERNAL RELATIONSHIP

Community Members, Customers, Human Resources, and Development Corporation Staff.

DIMENSIONS (FINANCIAL/STAFF)

Public Relations with community members.

Desired Experience : 1-2 Years

Desired Education : Secondary

Exempt : No

Type : Part-Time No Vacation

Department : Cruise Ship Wages - 520

Location : BINGO

Security Clearance : Police Record Check

Travel Requirements : 0-25%

Work from Home : No

Dress / Attire : Business Casual

📌 Customer Service Representative (Ohsweken)
🏢 Six Nations Group
📍 Ohsweken