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Cage & Player Services Lead Representative

2 months ago

Hazel Crest, Illinois, United States Wind Creek Chicago Southland Full time

Description

Job Overview

The Cage & Player Services Lead Representative, in addition to Representative responsibilities, assists the Player Services Supervisor(s) in the administration and management of the day-to-day operations of Player Services (Cage Cashiering, Credit, & Players Club); Ensures that there is no lapse in customer service during the absence of a Supervisor and that the representatives adhere to all departmental SOPs, guest service standards and compliance regulations. This position reports to the Player Services Supervisor.

Purpose

Our genuine engagement and positive energy provide guests with an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focusing on our customers. The resulting creation of wealth will grow opportunities for all.

Duties And ResponsibilitiesAssists the Supervisor(s) with the day-to-day operations of Player Services to ensure that there is no lapse in customer service
Works in the role of subordinates as needed
Provides supervisory approvals in the absence of the supervisor on duty
Maintains a complete understanding of our Direct Mail offers, the redemption process of those offers and all promotions
Ensures all departmental SOPs and compliance regulations are strictly adhered to
Acts as liaison between guests and management as it relates to guest and team member concerns
Authorizes comps for guests as designated by management
Aids the supervisors in assuring that all team members provide excellent guest service
Aids the supervisors with the monitoring of team member morale and departmental cleanliness
Aids supervisors in new and ongoing training of Player Services Representatives
Proactively gives recommendations for improvement
Other duties and responsibilities as assigned
Job Requirements (Please Ensure You Meet The Listed Requirements Prior To Applying)High School diploma or GED needed or enrolled and successfully complete a GED program within six (6) months from start date as a condition of continued employment
Must be twenty-one (21) years of age or older
Hospitality or customer service/guest service industry experience (Hotel, Restaurant, Casino, etc.) preferred
One (1) year of cash handling experience- required
Proficient in math and color perception - a skills test will be administered, and candidate must achieve at least 70% skills pass rate- required
Knowledge on the operation of currency counter- preferred
Must be able to use a computer and associated components (printers)
Must have excellent customer service skills
Must be able to be professional and articulate in presenting all promotional material to guests
Must be mature, can keep confidentiality, assume responsibility, and have excellent guest service skills
Understand the goals and objectives of the gaming facility
Must keep professional appearance and adhere to established dress code at all times
Must pass an interview panel (guest service audition) on communication skills, guest services skills, and obvious demonstration of a naturally outgoing, friendly, helpful personality and positive attitude
Excellent oral and written English communication skills
Willing and able to work various hours and shifts, including nights, weekends, and holidays
Willing to travel and take part in training as recommended or required
Must be able to lift, push, pull and maneuver a minimum of fifty (50) pounds
Must be able to walk or stand for 100% of assigned shift
Must have an Occupational License (or the ability to obtain and keep a license) per the Illinois Gaming Act and remain in good standing with the Illinois Gaming Board as a requirement for this position
Online applications are accepted at For internal employees please send your Internal Job Posting Form to your property's Human Resources office.

Source: Hospitality Online