CASINO SERVICE REP

Casino Services Representative provides excellent guest service and players club related functions for all Total Reward card members.

Performs monetary transactions for all casino customers.

Qualifications

• High school diploma or General Education Degree (GED)
• Minimum one year experience as a Cashier or Teller, handling large sums of money and transactions
• Must be at least 21 years of age and able to obtain a MS gaming permit.
• Must be able to do simple math.
• Can type at least 20 wpm
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Must be able to read, write, speak and understand English.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Must be able to respond to visual and aural cues.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Must be able to stoop, bend, as well as maneuver through all areas of the department.
• Must be able to work standing for long periods of time with frequent standing in one location.
• Must be able to work under pressure to handle long guest lines, customer demands and complaints.
• Must be able to tolerate a smoking environment with loud noises
• Must have the manual dexterity and coordination to operate office equipment, including a 10 key adding machine, PC computers

Responsibilities

• Casino Services Representative provides excellent guest service and players club related functions for all Total Reward card members.
• Performs monetary transactions for all casino customers.
• Cashes checks, chips, coins, and coupons. Issues Jackpots to the slot department. Issues table fills and receives credits to table games.
• Loads or replenishes NRT machines as needed.
• Maintains accurate records of all transactions per gaming regulations, company/department policy, and internal controls.
• Function as a general cashier or specialty banker (main, check, or chip bank) based upon business demands, ability, and experience while taking care of all Total Rewards related functions.
• Possess excellent verbal and written communication skills, excellent computer skills and be proficient with the use of CMS and WINet.
• Excellence in applying problem-solving, critical thinking and decision-making abilities in a fast paced environment is required.
• Maintain the accountability of the cashiers' cage in accordance with Horseshoe's internal controls, requirements of the State Gaming Commission, and internal policies and procedures.
• Create exciting atmosphere for guests, following all Spotlight behaviors.
• Make suggestions to improve Customer Service within the department.
• Data entry into CMS ensuring accuracy on all accounts.
• Assist in preparation of reports as requested.
• Responds professionally and calmly in all situations.
• Works at the counter to assist guests with information and promote the benefits of the Total Rewards Program.
• Maintain confidentiality of all matters regarding guests, team members, and the business operation.
• Assist in support of bus operations; preparation of documentation and greeting arriving buses.
• Must know and understand Title 31 and cross train in all areas.
• Consistently demonstrates superior customer service skills by displaying Spotlight on Success behaviors.
• Maintains upbeat, positive attitude, positive energy and enthusiasm from one interaction to the next.
• Creates an atmosphere of luck and celebrates customer wins. Is ready to serve and informed of daily information; builds relationships by greeting guests with a warm, friendly verbal greeting.
• Anticipates needs and provides fast, flawless service.
• Checks for satisfaction and properly uses the Service Recovery process to resolve problems when they exist.
• Promotes Total Rewards programs and card membership.
• Provides a warm farewell and thanks guests for visiting.