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Cage & Player Services Lead Representative

1 month ago

Hazel Crest, Illinois, United States Wind Creek Chicago Full time
Job Overview:

The Cage & Player Services Lead Representative is a key role in the administration and management of the day-to-day operations of Player Services. This position assists the Player Services Supervisor(s) in ensuring that there is no lapse in customer service during their absence and that representatives adhere to all departmental SOPs, guest service standards, and compliance regulations.

Purpose:

At Wind Creek Chicago, we strive to provide our guests with an exceptional experience. 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.

Responsibilities:
  • Assists 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.
Requirements:
  • 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 http://www.windcreekhospitality.com/Careers. For internal employees, please send your Internal Job Posting Form to your property's Human Resources office.