Player Services Representative

About the Role

The Player Services Representative assists in executing property promotions to maximize the profits of the gaming facility. Responsibilities include giving correct change, accurately counting and recording assigned funds, verifying and documenting personal information for all transactions, and performing high-volume cash and non-cash transactions with guests and team members in a courteous, accurate, and timely manner.

Our genuine engagement and positive energy provide guests an escape into an exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Responsibilities

• Provides outstanding guest and associate service while performing assigned duties, including interpreting and conveying property information to all guests.
• Enrolls new guests in current promotions and in the computer system for direct mail campaigns.
• Provides guest information on the use and benefits of the Player’s Club cards; answers questions about points, promotions, complimentary offers, and special events.
• Assists in executing promotions by redeeming prizes and issuing vouchers through the player tracking system, CMP.
• Demonstrates Wind Creek Hospitality’s ten Best Operating Practices (BOPs): Smile, Gratitude, Provide Directions, Resourcefulness, Greet, Present, Eye Contact, Responsiveness, Professionalism, Communication.
• Averages sixteen (16) transactions per hour.
• Maintains an audit score greater than 3.75, based on the delivery of Wind Creek Hospitality’s BOPs.
• Avoids procedural violations (exceptions) determined by the Compliance team.
• Handles large monetary transactions and machinery affiliated with the process accurately.
• Confers regularly with the Player Services Supervisor on financial matters, operating procedures, and seeks direction as needed.
• Acquires beginning cash bank, makes change for customers, cashes out vouchers, and balances operating cash.
• Maintains strict adherence to department policies and procedures, and a strong knowledge of Title 31 requirements.
• Maintains Title 31 certification.
• Adheres to the established dress code.
• Provides prompt, friendly, and courteous service to all guests in a confidential manner, maintaining the confidentiality of all gaming records.
• Performs other duties and responsibilities as assigned.

Requirements

• High School diploma or GED required, or currently enrolled and successfully completing a GED program within six (6) months from start date as a condition of continued employment.
• Must be nineteen (19) years of age or older.
• Hospitality or customer service/guest service industry experience (Hotel, Restaurant, Casino, etc.) – required.
• Proficient in math – a skills test will be administered, and candidate must achieve at least a 70% pass rate – required.
• Six (6) months of cash handling experience – required.
• Knowledge of the operation of a currency counter – preferred.
• Must be able to use a computer and associated components (printers).
• Must have excellent customer service skills.
• Must be professional and articulate in presenting promotional material to guests.
• Must be mature, possess the ability to maintain confidentiality, assume responsibility, and have excellent guest service skills.
• Must understand the goals and objectives of the gaming facility.
• Must maintain a professional appearance and adhere to the established dress code at all times.
• Must successfully pass a job interview, including a guest service audition.
• Must be willing and able to work all shifts including days, nights, weekends, holidays, and overtime as required.
• Willing to travel and participate in training as recommended or required.
• Must be able to lift, push, pull, and maneuver a minimum of fifty (50) pounds.
• Must be able to walk or stand for 100% of the assigned shift.
• Must be able to work in a noise-filled and smoke/secondary smoke environment.
• Must have a Tribal Gaming License (or the ability to obtain and maintain one) as a requirement for this position.

Native American Indian preference in hiring shall be adhered to at all times.