What are the responsibilities and job description for the Guest Service Center Specialist position at Lakeside Hotel Casino?
At Lakeside, we pride ourselves on being a personable, loyal, and friendly company that connects deeply with our customers and employees. Our commitment to guest satisfaction, built on solid relationships and exceptional service, sets us apart. We are dedicated to delivering a value-oriented experience in a convenient, welcoming, and casual atmosphere.
ABOUT THE ROLE: The Guest Service Center Specialist creates a welcoming and seamless experience for our guests by delivering exceptional service through Cage and Players Club interactions. In this role, you will assist guests with transactions such as currency exchanges, voucher cash-ins, marker issuance, and check cashing, while also enrolling new members into the A-Play Club and promoting current offers and promotions. Success in this position requires strong guest service skills, attention to detail, and the ability to create positive, memorable interactions in a fast-paced casino environment.
KEY RESPONSIBILITIES (Other duties may be assigned):
- Responsible for completing transactions such as, but not limited to, exchanging cash and/or coin denominations, exchanging slot vouchers and table games chips into monetary funds, counting monetary funds, player account maintenance, new player enrollments, coupon redemptions, and describing benefits of A-Play membership to guests.
- Greet all guests in a positive, upbeat manner and determine how to best assist them.
- Promote A-Play promotions and casino events.
- Verifies customer identification when necessary.
- Completes transactions accurately throughout the shift.
- Properly and accurately strap, bundle, and/or label monetary funds.
- Count all coins and paper money with the use of automated machines.
- Properly verify all checks being cashed through the cage by using all established internal standards, up to and including using the Everi / Cash Club software program.
- Complete Table Games and Slot Department fills, Slot jackpots, and receive all department banks.
- Follow all Iowa Gaming regulations, internal controls, and Standard Operating Procedures (SOPs).
- Ensures cage compliance with all Currency Transaction Reporting regulations.
- Ensures cash drawer is balanced at all times and makes exchanges with the vault when necessary.
- Verifies the previous bank count sheet.
- Counts down the bank at the end of each shift and reconciles.
- Respond to all guest inquiries in a positive manner. Provide guest satisfaction through assistance, direction, and information.
- Responsible for communicating activities to the supervisor.
- May be responsible for vault activities during assigned shift.
- Responsible for payout of slot jackpots, table game fills, and completing paperwork associated with this position.
- Responsible for increasing the database with new guest accounts by communicating casino promotions.
- All Lakeside Hotel Casino team members are guest service ambassadors responsible for ensuring each guest has a positive experience.
WHAT WE’RE LOOKING FOR
- High school diploma or equivalent required.
- Ability to effectively communicate in English in all manners.
- Previous high-volume cash handling experience preferred.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Must have Microsoft Office experience and basic computer skills.
- Ability to function well in a high-paced environment.
- Ability to work overnights and weekends
- Ability to obtain and maintain an Iowa Gaming License
WHY JOIN US? At Lakeside Hotel Casino, we create an environment that is exciting for our guests and rewarding for our team members. When you join our team, you’ll enjoy:
- A dynamic casino atmosphere with opportunities for career growth.
- The chance to connect with guests and build lasting relationships.
- A supportive, team-oriented culture that values collaboration and service.
- Paid rest and meal breaks so you can recharge during your shift.
- Paid Time Off (PTO) earned each pay period.
- Paid Holidays.
- Comprehensive benefits package, including Medical, Dental, Vision, and Virtual Doctor Visits.
- 401(k) with company match to help you plan for the future.
- Free Life Insurance.
- Optional coverages include Short- and Long-Term Disability, Additional Life Insurance, Accident Insurance, and Critical Illness Insurance.
- Free Employee Assistance Program (EAP) with counseling, legal guidance, and other resources.
- Employee discounts, team celebrations, awards, and more.
DISCLAIMER: This job posting is intended to describe the general nature of this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Employee benefits may vary by location, position, length of service, and employment status. Final candidates will be required to complete a drug test and background check. Many positions will require a state gaming license. Affinity Gaming is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.
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