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Lead Representative for Cage and Player Services

2 months ago

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

Position Overview

The Lead Representative for Cage and Player Services plays a crucial role in supporting the Player Services Supervisor(s) by overseeing the daily operations of Player Services, which includes Cage Cashiering, Credit, and Players Club. This position ensures that customer service remains uninterrupted during the Supervisor's absence and that all representatives comply with departmental SOPs, guest service standards, and regulatory requirements. The Lead Representative reports directly to the Player Services Supervisor.

Core Purpose

Our commitment to genuine engagement and vibrant energy offers guests a refreshing escape into an exhilarating world filled with fun, chance, and opportunities, fostering a sense of belonging and significance for everyone.

Core Values

Our passionate dedication to our mission empowers us to excel in our roles, enjoy our work, and strive for excellence. We aim for fair recognition, personal accountability, and a customer-centric focus, which in turn creates wealth and opportunities for all.

Key Responsibilities

  • Assist the Supervisor(s) in managing the daily operations of Player Services to guarantee seamless customer service.
  • Step into the roles of team members as necessary.
  • Provide supervisory approvals in the absence of the on-duty supervisor.
  • Maintain comprehensive knowledge of Direct Mail offers, their redemption processes, and all promotions.
  • Ensure strict adherence to departmental SOPs and compliance regulations.
  • Act as a liaison between guests and management regarding guest and team member concerns.
  • Authorize complimentary services for guests as directed by management.
  • Support supervisors in ensuring all team members deliver exceptional guest service.
  • Assist supervisors in monitoring team morale and the cleanliness of the department.
  • Help with the training of Player Services Representatives, both new and ongoing.
  • Proactively suggest improvements.
  • Perform other duties and responsibilities as assigned.

Qualifications

  • High School diploma or GED required, or must be enrolled in a GED program with completion within six months of start date.
  • Must be at least twenty-one (21) years old.
  • Experience in hospitality or customer service preferred (Hotel, Restaurant, Casino, etc.).
  • Minimum of one (1) year of cash handling experience required.
  • Proficiency in math and color perception is essential; a skills test will be administered with a minimum pass rate of 70% required.
  • Familiarity with currency counter operations is preferred.
  • Ability to use a computer and associated peripherals (printers).
  • Exceptional customer service skills are necessary.
  • Must be professional and articulate when presenting promotional materials to guests.
  • Ability to maintain confidentiality, assume responsibility, and demonstrate excellent guest service skills.
  • Understanding of the goals and objectives of the gaming facility is important.
  • Must maintain a professional appearance and adhere to the established dress code at all times.
  • Must successfully pass an interview panel (guest service audition) demonstrating communication skills, guest service abilities, and a naturally outgoing, friendly, and positive demeanor.
  • Excellent oral and written communication skills in English are required.
  • Willingness to work various hours and shifts, including nights, weekends, and holidays.
  • Must be willing to travel for training as required.
  • Ability to lift, push, pull, and maneuver a minimum of fifty (50) pounds.
  • Must be able to stand or walk for the entirety of the assigned shift.
  • Must possess an Occupational License (or the ability to obtain and maintain one) as per the Illinois Gaming Act and remain in good standing with the Illinois Gaming Board.

Applications are accepted online. For internal candidates, please submit your Internal Job Posting Form to the Human Resources office.