Player Services Representative

2 weeks ago

Dumfries, Virginia, United States Colonial Downs Group LLC Full time
Job Summary

We are seeking a highly skilled and customer-focused Player Services Representative to join our team at Colonial Downs Group LLC. As a key member of our team, you will be responsible for providing exceptional guest service, managing player transactions, and maintaining a secure and organized environment.

Key Responsibilities:

  • Provide next-level guest service to internal and external guests, demonstrating a commitment to our #AddLife culture.
  • Responsible for fostering an environment of support and motivation for Team Members.
  • Maintain confidentiality of all privileged information in accordance with established procedures and company policy.
  • Perform verifications on loose and bundled money, coin transactions, and check cashing.
  • Process jackpots, cash checks, redeem valid gaming vouchers, and redeem chips for cash.
  • Safeguard company assets and adhere to all player services policies and procedures.
  • Maintain and be held accountable for all funds entrusted on an assigned shift.
  • Balance all money transactions and paperwork.
  • Handle guest financial transactions.
  • Monitor for fraud, forged/counterfeit currency, and/or vouchers or chips.
  • Balance all funds under your responsibility and prepare reconciliation reports accordingly.
  • Ensure the cash inventory is well secured.
  • Identify and gather information on valuable guests through observation, analysis, personal contact, and service.
  • Execute guest loyalty, relationships, and direct marketing programs.
  • Accurately and efficiently perform data entry tasks associated with Players Club memberships.
  • Record and report database information to management.
  • 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 within the scope of authority and recommend courses of action to resolve problems beyond the scope of authority to the position's supervisor.
  • Keep position supervisor informed of relevant activities.
  • Other duties as assigned.

Regulatory and Compliance Responsibilities:

  • Attend required training sessions offered by the Company.
  • Obtain and retain required license(s).
  • Perform duties described in compliance with local laws and regulations.
  • Take 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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