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Job Description
Motivates Player Representative work force to create a feeling of luck and anticipation for the gaming customers, while delivering courteous and comprehensive service to everyone on the casino floor. Ensures that all Company service and operating standards are consistently met. Ensures compliance with federal, state and local regulations.

When acting as a Player Services Representative, the following list of items are the essential job duties:
  • Provides fast and friendly gaming services including making change for players, verifying that machines are well maintained, enrolling players in our customer rewards program, and promoting Company events and offerings.
  • Understands and responds to customer service requests registered via slot dispatch, slot candle lights, radio, and face to face requests in correct 'priority' order.
  • Possesses thorough knowledge of slot game types.
  • Verifies and countersigns hand paid jackpots in accordance with current gaming regulations.
  • Corrects minor machine malfunctions including coin jams, printer errors, bill valuators, and slot light repairs.
  • Carries a bank/wallet and balances wallet accurately at the end of each shift.
  • Handles customer complaints, and, if necessary, solicits involvement and support from supervisor.
  • Develop and maintain an up to date knowledge of all Company events and promotions and be able to answer guests' questions accordingly.
  • Ensure Compliance with federal, state and local regulations.
When acting as the Player Services Shift Manager, the following list of items are essential job duties:
  • Monitors the quality of service provided by slot personnel relative to Company service and operating standards.
  • Identifies and corrects service or product problems on the casino floor, to minimize impact on the customer experience.
  • Bring to the attention of the Director of Slot Operations and Director of Player Services any recurring or ongoing problems.
  • Possesses thorough knowledge of all machine types. Ensure all Player Service Representatives acquire this knowledge. Verifies jackpots, short pays, and other slot-related transactions in accordance with current gaming regulations.
  • Manages all areas of responsibility effectively within budgetary guidelines by monitoring and controlling operational and payroll costs. Handles volatile customer complaints that could not be adequately handled by line staff.
  • Submits purchasing requests in a timely fashion to ensure the department maintains an appropriate level of inventory to properly serve customers at all times.
  • Hires, trains, develop and schedules player services representatives. Maintain all Mystery Shop data and achieve annual targets. Use information to improve service, train and counsel employees and adjust policies.
  • Evaluates performance of direct staff members, and consistently documents both positive and constructive feedback relative to Company service and operating standards.
  • Maintain labor turnover records and achieve annual target. Reports any prevailing trends to HR and regularly analyze departmental Job Descriptions for relevance and effectiveness.
  • Issues complimentaries (including match play) pursuant to internal controls.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Experience and Skills
  1. High School Diploma or G.E.D. required. Bachelor's degree strongly preferred. At least 2 years experience in the field of slot operations.
  2. Must have excellent organizational and planning skills, and strong communication skills.
  3. Must be able to work all shifts, and weekends/holidays as required. Must be able to communicate effectively in English, both verbally and through written communications.
  4. Must be knowledgeable of all federal, state and local regulations relevant to slot operations.


Job Benefits
Company Benefits include (please note that some are reserved for Full Time Team Members only):

Medical/Dental/Vision after 90 days of continuous full time service

Paid Time off (Vacation, Sick, Holidays)

401K with partial company match (after 6 months of employment - both FT and PT)

Short and Long Term Disability (after a qualifying period)

Employee Dining Room

Free Uniforms and Parking

Bright Funds Charitable Match program

Team Member Assistance Fund

Tuition Reimbursement

Appreciation and Celebration Events

Fun Company Swag

This is not a comprehensive list of benefits offered.