Cage & Player Services Representative

Job Overview

The Cage & Player Services Representative assists in executing property promotions to maximize the profits of the gaming facility, giving correct change, accurately counting and recording assigned funds, verifying, and documenting personal information for all transactions conducted by the Player Services Department (Cage Cashiering, Credit, & Players Club). Player Services Representatives are responsible for performing high volume cash and non‑cash transactions with guests and team members in a courteous, accurate, and prompt manner;

computing all monetary transactions, keeping accurate records, and performing auditable balancing practices. The beginning and end of shifts count down and balance amounts to impress the bank. This position reports to the Player Services Supervisor.

• Provides outstanding guest and associate service while performing assigned duties, including interpreting, and conveying property information to all guests
• Enrolls new guests in current promotions and in computer system for direct mail campaigns
• Provides guest information as to the use and benefits of the Player’s Club cards; answers questions about points, promotions, complimentary, and special events
• Aids in the execution of promotions by redeeming prizes and issuing vouchers through our player tracking system, CMP
• Services all guests with the utmost hospitality by effectively demonstrating Wind Creek Hospitality’s ten Best Operating Practices (BOPs):
  Smile, Gratitude, Provide Directions, Resourcefulness, Greet, Present, Eye Contact, Responsiveness, Professionalism, Communication
• Averages sixteen (16) transactions per hour
• Maintains an audit score greater than 3.75, based on the delivery of Wind Creek Hospitality’s BOPs
• Avoids receiving procedural violations (exceptions) found by our Compliance/Audit teams
• Possesses experience with accurately managing large monetary transactions and machinery affiliated with the process
• Confers regularly with the Player Services Supervisor to keep informed of all aspects of financial matters, operating procedures, and to seek direction as needed
• Acquires beginning cash bank, makes change for customers, cashes out vouchers, and balances operating cash
• Maintains strict adherence to the department policies and procedures, and a strong knowledge of Title 31 requirements
• Maintains Title 31 certification
• Adheres to the established dress code
• Provides prompt, friendly, and courteous service to all guests in a confidential manner, and keep the confidentiality of all gaming records
• Other duties and responsibilities as assigned

• High School diploma or GED needed or currently 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
• Proficient in math and color perception (skills test required, 70% pass)
• Six (6) months of cash handling experience – 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 professional and articulate in presenting all promotional material to guests
• Must be mature, keep confidentiality, assume responsibility, and have excellent guest service skills
• Understand the goals and objectives of the gaming facility
• Maintain professional appearance and adhere to established dress code at all times
• Successfully pass job interview, including a guest service audition
• Willing and able to work all shifts including days, nights, weekends, holidays, and overtime as required
• Willing to travel and take part in training as recommended or required
• Capable of lifting, pushing, pulling and maneuvering a minimum of fifty (50) pounds
• Capable of walking or standing for 100% of assigned shift
• Must have an Occupational License (or ability to obtain and keep) per the Illinois Gaming Act and remain in good standing with the Illinois Gaming Board

• Pay range – $15.00 – $20.63 (base pay will depend on experience level and skill set)
• Voluntary full‑time benefit offerings include group medical, dental, vision, and life insurance; flexible spending account (FSA);
  Employee Assistance Program (EAP); paid time off; 401(k) with matching; shift differential; discretionary quarterly bonuses