Guest Service Representative

Tonkawa Casinos; Northern (KY); Hybrid; USD 17,000 - 23,000; Full time

Job summary

Tonkawa Casinos seeks a Guest Service Representative to provide friendly, accurate cash handling and guest assistance at casino windows and service areas.

The role focuses on greeting guests, processing cash services, explaining Players Club benefits, balance and document transactions, and upholding gaming regulations and internal policies. Strong communication and reliability are essential, with teamwork and customer-first attitude expected daily.

Qualifications

• Requires high school diploma or GED.
• Customer service and money handling experience preferred.
• Strong organizational and problem solving skills.
• Demonstrated positive customer service and communication skills.
• Skills in computer use, data entry and 10-key required.

Responsibilities

• Greet customers courteously and professionally.
• Provide cash services to gaming customers; check cashing and advances.
• Maintain accuracy and balance of assigned cash bank.
• Balance money transactions and related paperwork.
• Enter customer account information accurately into the system.
• Provide directions and information to ensure guest satisfaction.
• Uphold compliance with laws, policies, and procedures.
• Assist with forms for casino guests and audits of members/points.
• Support team and resolve guest concerns promptly.

Skills

Customer service

Money handling

Cash handling accuracy

Teamwork

Communication skills

Problem solving

Data entry

10-key

Listening skills

Education

High School Diploma/GED or equivalent

Tools

10-key

Computer basics

Job description

Description

Position: Guest Service Representative

Reports to: Guest Service Lead

FLSA Status: Non-Exempt

Position Summary: Responsible for the safe and efficient operation of all cash handling and operating procedures for Tonkawa Enterprises. Provides guests with information regarding the players club and casino promotions. Acts as a sales person for the casino and its promotions.

Essential Duties

• Ensures that all customers are greeted in a courteous and professional manner.
• Responsible for cash services to gaming customers; check cashing, credit card advances, cashing gaming tickets and assisting customer with all Players Club amenities.
• Maintains and is held accountable for all funds entrusted to him/her on an assigned shift.
• Ensures the highest possible standards of guest service are provided and listens and responds to guest and employee concerns and questions.
• Accurately balances assigned bank and assumes responsibility for cash and other cash equivalents in assigned window.
• Balances all money transactions and paperwork.
• Ensures accurate entry of customer account information into the computer system as applicable.
• Provides directions, assistance, and/or information as may be required to ensure guest satisfaction.
• Presents a sociable and professional demeanor towards guests and employees at all times.
• Performs all functions in accordance with applicable Tribal, Federal and other laws and gaming regulations and internal policies and procedures.
• Assures compliance with Federal currency transaction reporting requirements (Title 31).
• Maintains a neat and well stocked window during and for the next shift.
• Assists in the completion of appropriate forms for casino guests.
• Conducts audits of members and points as needed.
• Provides customer services in a manner that demonstrates a good working knowledge of all services and promotion at the casino properties.
• Maintains proper attendance in accordance with internal policy. Reports to work on time, and/or provides adequate notice to supervisor prior to absence or lateness in accordance with Casino policy.
• Assists in resolving customer and employee concerns in a timely and professional manner.
• Performs other duties as assigned and assists other team members as needed.

Requirements

Education and Experience

• High School Diploma/GED or equivalent required.
• Customer service and money handling experience preferred.
• Strong organizational and problem solving skills required.
• Demonstrated positive customer service, communication and listening skills.
• Skills in computer, data entry and 10-key required.

Knowledge, Skills and Abilities

• Ability to work as a team and in a team environment.
• Ability to listen and follow directions.
• Understand and comply with all company and departmental standards, rules, regulations, and Policy and Procedures.

Working Conditions and Physical Environment

The working conditions and physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Stand for extended periods of time.
• Exhibit manual dexterity to enter data into a computer.
• Able to see and read a computer screen and printed material with or without vision aids.
• Hear and understand speech at normal levels, outdoors and on the telephone.
• Speak in audible tones so that others may understand clearly.
• Physical agility to bend, stoop, climb stairs, work in small spaces, walk, reach and lift up to 25 pounds.
• Work involves almost constant exposure to elements, such as smoke, flashing lights and loud noises.