Player Services Representative

Representative – Player Services

The primary responsibility of the Representative – Player Services is to provide excellent guest service, exchange cash and chips for guests, issue counter checks at the gaming tables, assist guests with player card transactions, and make payouts to guests on winning Table, Slot and Sportsbook wagers in accordance with established procedures. Representative – Player Services is required to balance their cashier drawer at the end of their shift. All duties are to be performed in accordance with departmental and the Wind Creek Bethlehem LLC ("Wind Creek") policies, practices, and procedures.

Position Responsibilities:

• Arrive for shift on time and in proper uniform.
• Accept/exchange cash and chips as presented in accordance with established procedures.
• Balance cashier cash drawer at end of shift.
• Payout winning wagers.
• Redeem cash vouchers.
• Issuance of all markers (computers and manual), signature verification, buy backs and transfers at the gaming tables.
• Process Front Money Deposits and Withdrawals.
• Process On-Line Gaming Deposits and Withdrawals.
• Process and cash personal checks for our Guests.
• Communicates the benefits of Players Club to guests.
• Issues new club memberships in an efficient, friendly, and professional manner.
• Assists existing members with Players Club Services.
• Actively involved with the distribution of gifts to Guests.
• Redeems benefits that guests have earned on their Players Card.
• Cross train on Ticket Redemption Unit tasks.
• Creates an upbeat and positive image of Bus Marketing.
• Assigns departure information to arriving busses.
• Coordinates the arrival/departure of busses.
• Assist guests with bus information.
• Maintain a friendly and pleasant demeanor to both guests and coworkers.
• Maintain a cooperative and positive attitude with managerial and supervisory staff.
• Must be able to pass skills testing to reach additional levels of Representative – Player Services.
• Using available resources, detects counterfeit money.
• Must be able to read a driver's license or other forms of ID to accurately ascertain birth year per PGCB regulations.
• Properly use equipment, tools or systems to complete assigned tasks and complies with company safety standards.
• Develop a working knowledge of any PGCB rules, regulations and Internal Controls applicable to your position.
• Complete all paperwork in accordance with PGCB and approved Wind Creek standards.
• Read and understand the Wind Creek Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
• Provide superior customer service to all internal and external customers in compliance with the Wind Creek customer service standards.
• Adhere to and complies with both departmental and overall property policies and procedures.
• Perform any other related duties as assigned.
• Accurately pay valid Sportsbook tickets.
• Operate wagering terminal and performs machine maintenance, including but not limited to loading new tickets and keeping the area free of all debris.

Minimum Employment Requirements:

• 18 years of age, proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
• Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance adhering to the Wind Creek appearance standards.
• Maintain consistent adherence to the Wind Creek customer service standards.
• Must be able to work varied shifts, including weekends and holidays.

Specific Position Requirements:

• One (1) year experience in a cashier or banking setting is required. Cashier main bank experience a plus. Prior customer service experience preferred. Must be able to operate a computer and read data from a computer screen. Must be able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to operate a Representative – Player Services or Sportsbook terminal. Able to prioritize and organize. Follow directions thoroughly. Works cohesively with co-workers as part of a team. Works independently. Maintain confidentiality of guest information and pertinent casino data. Physical ability to access all areas of the property. Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke. Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines. Ability to lift or carry a minimum of 25 pounds, unassisted, in the performance of specific tasks assigned. Ability to work with others, communicate well, receive direction; review your own work. Maintain a positive attitude toward work and interface with guests in a friendly and polite manner. Ability to address stressful situations with clients with dignity and the utmost tact and politeness. Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives. Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.