Guest Service Representative

Guest Service Representative

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 salesperson 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:

• 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:

• 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.