Cage & Player Services Representative

Description

• 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 computer system for direct mail campaigns
• Provides guest information as to the use and benefits of the Player’s Club cards; Answers questions about points, promotions, complimentary, and special events
• Aids in the execution of promotions by redeeming prizes and issuing vouchers through our player tracking system, CMP
• Services all guests with the utmost hospitality by effectively demonstrating 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 receiving procedural violations (exceptions) found by our Compliance/Audit teams
• Possesses experience with accurately managing large monetary transactions and machinery affiliated with the process
• Confers regularly with the Player Services Supervisor to keep informed of all aspects of financial matters, operating procedures, and to seek direction as needed
• Acquires beginning cash bank, makes change for customers, cashes out vouchers, and balances operating cash
• Maintains strict adherence to the 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, and keep the confidentiality of all gaming records
• Other duties and responsibilities as assigned

• High School diploma or GED needed or currently enrolled and successfully complete a GED program within six (6) months from start date as a condition of continued employment
• Must be twenty-one (21) years of age or older
• Hospitality or customer service/guest service industry experience (Hotel, Restaurant, Casino, etc.)-preferred
• Proficient in math and color perception - a skills test will be administered, and candidate must achieve at least 70% skills pass rate- required
• Six (6) months of cash handling experience- required
• Knowledge on the operation of currency counter- preferred
• Must be able to use a computer and associated components (printers)
• Must have excellent customer service skills
• Must be able to be professional and articulate in presenting all promotional material to guests
• Must be mature, can keep confidentiality, assume responsibility, and have excellent guest service skills
• Understand the goals and objectives of the gaming facility
• Must keep professional appearance and adhere to established dress code at all times
• Must successfully pass job interview, including a guest service audition
• Must be willing and able to work all shifts including days, nights, weekends, holidays, & overtime as required
• Willing to travel and take part 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 assigned shift
• Must have an Occupational License (or the ability to obtain and keep a license) per the Illinois Gaming Act and remain in good standing with the Illinois Gaming Board as a requirement for this position

• Pay range - $15.00 - $20.63 (The base pay will depend on factors such as experience level and skillset.)
• Voluntary full-time benefit offerings include the following - group medical, dental, vision, and life insurance as well as access to a flexible spending account (FSA) option. We also offer Employee Assistant Program (EAP), paid time off, 401K with matching, shift differential, and discretionary quarterly bonuses.