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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. 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. EDUCATION and/or

EXPERIENCE

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

LANGUAGE SKILLS

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.

REASONING ABILITY

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.

PHYSICAL DEMANDS

The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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