Player Services Representative
Job description
Every employee of North Star Mohican Casino Resort is expected to greet and service our customers in a friendly, respectful manner and create a warm, fun atmosphere so that our customers feel welcome and enjoy visiting our establishment. North Star Mohican Casino Resort strives to provide a positive team environment where everyone contributes.
GENERAL RESPONSIBILITIES:
Responsible for the physical custody, exchange and reconciliation of all vault content and patron transactions regarding Cash Services and the Player’s Club.
DUTIES:
- Ensures that the highest standards of customer service are maintained in accordance with policies and procedures set forth by North Star Mohican Casino Resort.
- Responsible for completing check cashing, debit/credit advances, slot ticket redemptions, chip redemptions and currency exchanges.
- Responsible for deposits, double-checking the soft count, filling, and balancing of the ticket redemption kiosks.
- Responsible for the inventory of the table games chips, cards, and dice. Sending new table games cards to the tables, doubling the table games cards prior to receiving them into the vault from the tables to ensure accuracy, and cutting the used cards and drilling dice.
- Responsible for addressing player inquiries and resolving customer-service problems and disputes
- relating to Player Services and reporting all disputes to the Player Service Manager.
- Responsible for Star Club transactional duties, to include but not limited to; new member signups, entering/updating member contact information, reprint player’s card and troubleshoot card issues.
- Responsible for entering all point adjustments on their shift.
- Responsible to monitor promotional coupon levels, including gas certificates and printing Direct Mail offer coupons.
- Responsible for all customer coats and personal belongings checked into the coat room.
- Responsible for organizing all paperwork throughout the shift.
- Must exhibit a cohesive working relationship with all employees.
- Must maintain an acceptable departmental attendance record. Must be reliable and prompt when reporting to work.
- Must wear the approved, departmental uniform.
- Will update all computer entries and keep supervisor informed of any problems. Responsible for making general/informational Casino Announcements.
- Provide customer account information to requesting departments and guests.
- Responsible for ticket sales, gas certificates and gift cards.
- Must adhere to all established rules, regulations, procedures, and policies of North Star Mohican Casino Resort.
- Must adhere to the Casino’s Drug and Alcohol-Free Workplace Policy during employment.
- Must maintain compliance with all workplace policies, procedures, ordinances, laws, and other communicated expectations, including but not limited to: Employment Manual, Gaming Ordinance, State Gaming Compact, Tribal Internal Controls, Departmental Procedures, memos or other communication from supervisory or regulatory personnel.
- Must adhere to all aspects of the Anti-Money Laundering Program and its regulations, including but not limited to Title 31 Cash Transactions, Suspicious Activity Reporting and Customer Identification requirements.
- The above-mentioned duties and responsibilities are NOT an all-inclusive list, but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based upon organizational needs and/or deemed necessary by the department manager.
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