Player Services Representative

5 days ago

Hampton, Virginia, United States Colonial Downs + Rosie's Gaming Emporium Full time
Job Summary:

Colonial Downs + Rosie's Gaming Emporium is seeking a highly skilled Player Services Representative to join our team. As a key member of our team, you will be responsible for providing exceptional guest service, processing transactions, and maintaining a secure and welcoming environment for our patrons.

Key Responsibilities:

  • Provide next-level guest service to internal and external guests, demonstrating a strong understanding of our company's culture and values.
  • Responsible for fostering an environment of support and motivation for Team Members, promoting a positive and inclusive work culture.
  • Maintain confidentiality of all privileged information in accordance with established procedures and company policies.
  • Perform verifications on loose and bundled money, coin transactions, and check cashing, ensuring accuracy and attention to detail.
  • Process jackpots, cash checks, redeem valid gaming vouchers, and redeem chips for cash, handling various transaction types with ease.
  • Safeguard company assets and adhere to all player services policies and procedures, including Internal Control Policies and Procedures, state regulations, and the company's Responsible Gaming Plan.
  • Maintain and be held accountable for all funds entrusted on an assigned shift, balancing all money transactions and paperwork.
  • Handle guest financial transactions, monitoring for fraud, forged/counterfeit currency, and/or vouchers or chips.
  • Balances all funds under his/her responsibility and prepare reconciliation reports accordingly.
  • Ensure that the cash inventory is well secured and maintained.
  • Identify and gather information on valuable guests through observation, analysis, personal contact, and service.
  • Execute guest loyalty, relationships, and direct marketing programs, providing services to respond to guest requirements.
  • Accurately and efficiently perform data entry tasks associated with Players Club memberships.
  • Record and report database information to management, may assist in updating database files.
  • Possess and maintain thorough knowledge of all special events, promotions, advertising campaigns, and community events.
  • Display superior people skills and project mature presence and confidence.
  • Conduct informal surveys and queries.
  • Become an expert of the player tracking system software.
  • Follow all standard operating procedures and cash handling procedures.
  • Maintain inventory and orderly/neat presentation of retail merchandise.
  • Perform duties related to stocking of inventory.
  • Issue free play, up to authorized limit, and food coupons to guests.
  • Resolve problems that are within the position's scope of authority and recommend courses of action to resolve problems that are beyond the scope of authority to the position's supervisor.
  • Keep position supervisor informed of relevant activities.

Regulatory and Compliance Responsibilities:

  • Attend required training sessions offered by the Company.
  • Obtain and retain required license(s).
  • Perform the duties described in compliance with local laws and regulations.
  • Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
  • Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member's department.
  • Have knowledge of the Property's programs to address problem gaming.
  • Report any acts of wrongdoing of which the Team Member may have knowledge.

Position Qualifications:

High school diploma or GED. Banking and guest service experience preferred. Proficiency with menu-driven programs required; Word and Excel preferred. Must be able to formulate and communicate ideas.

Certificates, Licenses, and Registrations:
Virginia Racing Commission License

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