What are the responsibilities and job description for the Player Services Representative position at JACK Thistledown Racino LLC?
Job Description
Job Description
Essential Functions
Consistently demonstrates superior customer service skills by displaying outlined service behaviors
Maintains an upbeat and positive attitude, creates positive energy with gestures and sustains enthusiasm from one interaction to the next
Creates an atmosphere of luck and celebrates guest’s wins
Is ready to serve and is informed of daily information; builds relationships by greeting guests with a warm, friendly verbal greeting
Anticipates needs and provides fast, flawless service
Checks for satisfaction and effectively resolves service breakdowns when they exist
Promotes CLUB JACK programs and card membership
Provides a warm farewell and thanks guests for visiting
Responsible for the operation of assigned window to include exchange of currency for coins / tokens
Prepares hand-paid jackpots and hopper fills through Thistledown’s Slot Data System. Issues jackpots and hoppers to appropriate VLT or Security personnel
Responsible for generating and issuing to patrons pari-mutuel tickets and credit vouchers, making simulcast payouts and redeeming credit vouchers
Verifies all funds at the beginning and end of each shift.
Ensures accountability of all transactions through verification and documentation of exchanges
Promotes positive interaction with Thistledown’s guests and employees at all times
Provides a fun-filled, entertaining environment for our guests through flawless delivery and execution of service
Knowledge, Skills & Abilities
Literate and fluent in basic English
Excellent Math Skills
Strong interpersonal and teamwork skills
Basic computer skills (basic word and excel skills are necessary)
Ability to multi-task
Must be able to perform tasks with high efficiency and accuracy
Above average organizational abilities for sorting money, chips, coupons and other paper work by table number
Ability to work in a small area with the same people for extended periods of time
Flexible availability including ability to work holidays and weekends
Must be able to work independently.
Must be able to sit, stand or walk for long periods of time (4 hours).
Must be able to respond calmly and make rational decisions when handling employee conflicts.
Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator.
Must be able to lift and carry up to 50 lbs.; and, have the ability to push, pull, reach, bend, twist, stoop and kneel.
Respond to visual and aural cues.
Must have the manual dexterity to operate a computer and other necessary office equipment.
Must be able to tolerate areas containing dust, loud noises and bright lights.
Must be able to work varied shifts, weekends and holidays as needed.
Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives.
Ability to speak distinctly and persuasively.
Must be able to read, write, speak, and understand.
Education and Experience
Minimum of 6 months previous money handling experience
1 Year of Customer Service required
Previous experience in performing detailed work preferred
Required Certification / License
Must be able to obtain an Ohio Lottery Commission license
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