Guest Services Lead

Guest Service Center Lead

Working at Truckee Gaming comes with more than just a paycheck. We offer perks designed to make your work experience rewarding and enjoyable:

• Paid Time Off (PTO) Available after 90 days, with annual cash-out options.
• Paid Lunch Breaks & Complimentary Employee Meal during your shift.
• Employee Events, a comfortable break area, and our Employee Loyalty Program.
• Affordable medical, dental, and vision insurance.

The Guest Service Center Lead is responsible for providing friendly, excellent service to every guest throughout the property. This role assists guests with inquiries, handles cash transactions, redemptions, and play ratings accurately. Additionally, the position supports Marketing with events and promotions, makes phone calls to players, and assists with offer inquiries as needed.

Job Responsibilities

• Deliver timely, friendly, and courteous service; respond to and resolve guest complaints when possible
• Assist with player phone calls and inquiries, including weekly offers, earned rewards, and kiosk rewards
• Answer guest questions and maintain knowledge of property events and attractions
• Assist with proofreading, printing, and distributing marketing alerts to team members monthly and as needed
• Maintain accurate records for guests, accounts, promotions, drawings, etc., and communicate effectively
• Participate and assist with events and promotions, including drawings, VIP events, and giveaways
• Promote and enroll guests in CFC's rewards program
• Perform cash transactions of gaming and monetary instruments while maintaining confidentiality of all data and guest information
• Ensure accuracy of cash drawer and all related paperwork
• Balance Main Bank within variance policy standards; maintain cage shift cash summary and balance sheets
• Serve as control for issuing sensitive keys
• Maintain and review Title 31 MTL log
• Perform other duties as assigned

Requirements

Physical Requirements

• Ability to stand for extended periods
• Ability to reach, bend, stretch, and lift up to 50 lbs
• Comfortable working in a noisy, smoky casino environment
• Ability to work in a small, confined office setting

Work Environment & ADA Requirements

• Must be able to sit and/or stand for long periods
• Must be able to converse clearly and efficiently over the telephone
• Must be able to lift and carry a minimum of 40 lbs
• Must be able to stoop, bend, and reach
• Manual dexterity required to operate a computer
• Must be able to listen and respond to visual and auditory cues
• When on the casino floor, must tolerate exposure to secondhand smoke, high noise levels, bright lights, and dust

Certificates & Licenses

• Ability to obtain and maintain Gaming Registration with the Nevada Gaming Control Board