Player Services Representative ($1,000 Hiring Incentive)

JACK Main

North Randall (OH)

On-site

USD 26,000 - 42,000

Full time

14 days+
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Job summary

Thistledown is seeking a customer-focused team member to handle currency exchanges, jackpots, and vouchers at the casino window. You will promote CLUB JACK programs and provide accurate, fast service while maintaining a friendly guest experience.

Responsibilities include handling money, maintaining records, and assisting guests with transactions in a high-energy environment. Ability to stand for long periods and work flexible shifts is required.

Qualifications

  • Minimum of 6 months previous money handling experience.
  • 1 Year of Customer Service required.
  • Previous experience in performing detailed work preferred.

Responsibilities

  • Operate currency exchanges and manage money handling at assigned window.
  • Prepare hand-paid jackpots and hopper fills via Thistledown's Slot Data System.
  • Issue jackpots, hoppers, and redeem vouchers to patrons.
  • Promote CLUB JACK programs and card memberships.
  • Ensure accuracy and accountability of all transactions.
  • Maintain positive guest interactions and resolve service issues.
  • Provide a welcoming farewell to guests.

Skills

English fluency
Math skills
Interpersonal skills
Basic computer skills
Multi-tasking
Accuracy
Money handling
Organization
Teamwork
Flexibility
Independence
Stamina
Conflict resolution
Mobility around property
Dexterity with equipment
Attention to cues
Ability to read/write/speak
Shift flexibility (holidays/weekends)

Education

6 months money handling
1 year customer service
Detail-oriented work experience

Job description

Essential Functions
  • Consistently demonstrates superior customer service skills by displaying outlined service behaviors
  • Maintains an upbeat and positive attitude, creates positive energy with gestures and sustains enthusiasm from one interaction to the next
  • Creates an atmosphere of luck and celebrates guests' wins
  • Is ready to serve and is 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 effectively resolves service breakdowns when they exist
  • Promotes CLUB JACK programs and card membership
  • Provides a warm farewell and thanks guests for visiting
  • Responsible for the operation of assigned window to include exchange of currency for coins/tokens
  • Prepares hand-paid jackpots and hopper fills through Thistledown's Slot Data System. Issues jackpots and hoppers to appropriate VLT or Security personnel
  • Responsible for generating and issuing to patrons pari-mutuel tickets and credit vouchers, making simulcast payouts and redeeming credit vouchers
  • Verifies all funds at the beginning and end of each shift.
  • Ensures accountability of all transactions through verification and documentation of exchanges
  • Promotes positive interaction with Thistledown's guests and employees at all times
  • Provides a fun-filled, entertaining environment for our guests through flawless delivery and execution of service
Knowledge, Skills & Abilities
  • Literate and fluent in basic English
  • Excellent Math Skills
  • Strong interpersonal and teamwork skills
  • Basic computer skills (basic word and excel skills are necessary)
  • Ability to multi-task
  • Must be able to perform tasks with high efficiency and accuracy
  • Above average organizational abilities for sorting money, chips, coupons and other paper work by table number
  • Ability to work in a small area with the same people for extended periods of time
  • Flexible availability including ability to work holidays and weekends
  • Must be able to work independently.
  • Must be able to sit, stand or walk for long periods of time (4 hours).
  • Must be able to respond calmly and make rational decisions when handling employee conflicts.
  • Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator.
  • Must be able to lift and carry up to 50 lbs.; and, have the ability to push, pull, reach, bend, twist, stoop and kneel.
  • Respond to visual and aural cues.
  • Must have the manual dexterity to operate a computer and other necessary office equipment.
  • Must be able to tolerate areas containing dust, loud noises and bright lights.
  • Must be able to work varied shifts, weekends and holidays as needed.
  • Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives.
  • Ability to speak distinctly and persuasively.
  • Must be able to read, write, speak, and understand.
Education and Experience
  • Minimum of 6 months previous money handling experience
  • 1 Year of Customer Service required
  • Previous experience in performing detailed work preferred
Required Certification/License
  • Must be able to obtain an Ohio Lottery Commission license
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