JOB DUTIES

• Ensure at all times operating principles are being adhered to:
• Clean – Keep all areas clean and pristine.
• Safe – Follow all safety policies and procedures.
• Friendly - Use customer courtesy skills to provide superior guest service.
• Fun – Have fun! Be interactive with all internal and external guests while maintaining professional standards.
• Fantastic Value – Effectively manage and ensure an optimum value proposition for our patrons.
• Display “Family Style Service” to deliver the best experience to our guests:
• Give a Family Style Service Signature Welcome and Parting interaction– We treat strangers like friends and friends like family.
• Assist in creating a Strong Team – Strong Teams are those that work together toward a common goal.
• Display a Positive Attitude– Team Members and Guests expect you to be hospitable; display a genuine desire to reach a positive outcome in every situation.
• Interact with all guests and employees to positively affect interactions with guests and employees, and demonstrate resiliency to deal with difficult situations in all types of business conditions. Work effectively and courteously with fellow employees.
• Responsible for training and coaching Guest Service Center employees. Work with GSC Coaches and GSC Manager to ensure all training materials are up to date and accurate.
• Responsible for the supervision and performance of employees. Communicate problems and/or anticipated problems and provide solutions to the Guest Service Center Shift Managers and other departments through required written reports or verbal communication.
• Provide coaching for employees to reach their full potential within the department and the company. Recognize and share the success of all Guest Service Center employees.
• Responsible for making sure everyone within the department is up-to-date on marketing events, and promotions and they are covered through daily pre-shift meetings.
• Ensure all company standard operating procedures, SOX, internal controls, Iowa DCI and IRGC gaming regulations, and federal regulations (Title 31 compliance) are being followed.
• Assist and advise other departments and company employees, as necessary, to assure the success of the Guest Service Center and the company overall. Meet with Guest Service Center Shift Manager(s) as necessary.
• Work as a Level 1 or as a Level 2 Guest Service Center Representative as needed by business demands or scheduling needs.
• Ensure that Guest Service Center employees are accountable for following department standards and company policies.
• Ensure that all employees are receiving their proper breaks.
• Ensure the safety and security of employees and guests. Assist the Guest Service Center Shift Managers in facilitating processes and procedures to control and reduce lost time injuries.
• Ensure the security of all casino funds.
• Review and comprehend player data and other necessary documentation and observe play of guests. Approves personal checks, marketing offers, and comps for players that are above Guest Service Center limits.
• Assist the Guest Service Center Shift Managers in controlling departmental expenditures and payroll.
• Demonstrate effective written communication through employee communications and other required reports.
• Enable or disable marketing promotions as designated by the Guest Service Center Manager Shift Manager or Guest Service Center Manager.
• Perform emergency slot drops as needed.
• Delegate authority and assign responsibilities as needed.
• Completes all company-required training within designated time frames.
• Performs other duties as assigned by the Guest Service Center Shift Manager or Guest Service Center Manager. May be required to run a shift in the absence of a Guest Service Center Shift Manager.

WORK ENVIRONMENT:

• Must be at least 21 years of age
• While performing the duties of this job, the employee is required to stand, walk and sit during their shift.
• The employee must be able to speak and listen to guests effectively.
• The employee must be able to bend/lift up to 30 pounds.
• The employee must also be able to operate a computer and 10-key calculator.
• While performing the duties of this job, the employee is exposed to variable temperatures, smoke, and bright flashing lights.
• The employee may be required to perform duties outside in all seasons.
• The noise level in the work environment can be very loud.

EXPERIENCE:

• A high school diploma or GED is preferred
• One to two years of experience in cash handling operations/banking is preferred.
• Previous customer service experience is a plus.

COMPENSATION & BENEFITS:

• $50,000 to $60,000
• Bi-Weekly Pay Dates
• Paid Time Off, 401(k), Medical, Dental, Vision, Life & Disability Insurance