Player Services Representative

Wind Creek Hospitality; Montgomery (AL); On-site; USD 19,000 - 28,000; Full time

Job summary

Wind Creek Hospitality in Montgomery, AL, seeks a Player Services Representative to execute property promotions, handle high-volume cash and non-cash transactions, and balance cash with accuracy. You will interact with guests, issue vouchers, and promote the Player’s Club while maintaining confidentiality.

The role requires strong math, cash handling experience, and exceptional customer service. Expect shift work including evenings, nights, weekends, and overtime in a casino environment.

Qualifications

• High School diploma or GED required or currently enrolled and successfully complete a GED program within six months.
• Must be nineteen years of age or older.
• Hospitality or customer service/guest service industry experience required.
• Proficient in math - a skills test will be administered and candidate must achieve at least 70% skills pass rate.
• Six 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, maintain confidentiality, assume responsibility and have excellent guest service skills.
• Understand the goals and objectives of the gaming facility.
• Must maintain professional appearance and adhere to dress code.
• Must successfully pass job interview, including a guest service audition.
• Must be willing 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 50 pounds.
• Must be able to walk or stand for 100% of assigned shift.
• Must be able to work in a noisy, smoky environment.
• Must have Tribal Gaming License or ability to obtain and maintain a license.

Responsibilities

• Maintains an audit score greater than 3.75 based on the delivery of Wind Creek Hospitality’s BOPs.
• Averages sixteen transactions per hour.
• Serves guests with hospitality by demonstrating the company’s Best Operating Practices (BOPs).
• Assists in executing promotions by redeeming prizes and issuing vouchers through the CMP system.
• Provides guest information about Player’s Club cards, points, promotions, and events.
• Enrolls new guests in current promotions and in computer system for direct mail campaigns.
• Provides outstanding guest and associate service while performing duties and conveying property information.
• Maintains adherence to department policies and Title 31 requirements.
• Acquires beginning cash bank, makes change, cashes out vouchers, balances operating cash.
• Complies with dress code and confidentiality of gaming records.

Skills

Cash handling

Customer service

Math skills

Shift flexibility

Confidentiality

Education

High School diploma or GED

Tools

CMP system

Currency counter

Computer terminals/printers

Job description

Description

Job Overview: 5pm-1:30am and 4pm-12:30am (Shift subject to change based on business needs)

The Player Services Representative assists in executing property promotions in order to maximize the profits of the gaming facility, giving correct change, accurately counting and recording assigned funds, verifying and documenting personal information for all transactions. Player Services Representatives are responsible for performing high volume cash and non-cash transactions with guests and team members in a courteous, accurate, and timely manner; Computes all monetary transactions, maintains accurate transactions and auditable balancing practices. The beginning and end of shifts count down and balance amounts to impress the bank.

Purpose

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

Value System

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

Duties and Responsibilities

• Maintains an audit score greater than 3.75, based on the delivery of Wind Creek Hospitality’s BOPs
• Averages sixteen (16) transactions per hour
• 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
• Assists in the execution of promotions by redeeming prizes and issuing vouchers through our player tracking system, CMP
• Provides guest information as to the use and benefits of the Player’s Club cards; Answers questions pertaining to points, promotions, complimentary, and special events
• Enrolls new guests in current promotions and in computer system for direct mail campaigns
• Provides outstanding guest and associate service while performing assigned duties, including interpreting and conveying property information to all guests
• Avoids receiving procedural violations (exceptions) determined by our Compliance team
• Possesses experience with accurately handling 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 and 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 maintain the confidentiality of all gaming records
• Other duties and responsibilities as assigned

Job Requirements: (please ensure you meet the listed requirements prior to applying)

• High School diploma or GED required or currently enrolled and successfully complete 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 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, possess the ability to maintain confidentiality, assume responsibility, and have excellent guest service skills
• Understand the goals and objectives of the gaming facility
• Must maintain 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 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 assigned shift
• Must be able to work within a noise filled and smoke/secondary smoke environment
• Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position

NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES

Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.