Player Services Representative

Performs all transactions presented. Serves as guest contact and key data entry clerk for Players Card database information. Provides retail services in the gift shop.

Essential Duties and Responsibilities: A review of this description has excluded the marginal functions of this job which are incidental to the performance of fundamental job duties. All duties or requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be expected to follow any other job-related instruction and to perform any other job-related duties requested by their supervisor.

1. Provides next-level guest service to internal and external guests. Demonstrates #AddLife culture in all interactions with guests and co-workers.

2. Responsible for fostering an environment of support and motivation for Team Members.

3. Maintains confidentiality of all privileged information in accordance with established procedures with company policy and state regulations.

4. Responsible for performing verifications on loose and bundled money, coin transactions and check cashing.

5. Processes jackpots, cashes checks, redeems valid gaming vouchers received from patrons for an equivalent amount of cash and redeems chips for cash. Other transactions types may occur.

6. Safeguards company assets and adheres to all player services policies and procedures to include Internal Control Policies and Procedures, state regulations, Bank Securities Act, Title 31 Rules and Regulations, and the company’s Responsible Gaming Plan.

7. Maintains and is held accountable for all funds entrusted on an assigned shift.

8. Balances all money transactions and paperwork.

9. Handle guest financial transactions.

10. Monitors for fraud, forged/counterfeit currency and/or vouchers or chips.

11. Balances all funds under his/her responsibility and prepare reconciliation reports accordingly.

12. Ensures, always, that the cash inventory is well secured.

13. Identifies and gathers information on valuable guests through observation, analysis, personal contact, and service.

14. Executes guest loyalty, relationships, and direct marketing programs. Provides services to respond to guest requirements.

15. Accurately and efficiently performs data entry tasks associated with Players Club memberships.

16. Records and reports database information to management; may assist in updating database files.

17. Possesses and maintains thorough knowledge of all special events, promotions, advertising campaigns and community events.

18. Displays superior people skills and project mature presence and confidence.

19. Conducts informal surveys and queries.

20. Becomes an expert of the player tracking system software.

21. Follows all standard operating procedures and cash handling procedures.

22. Maintains inventory and orderly / neat presentation of retail merchandise.

23. Performs duties related to stocking of inventory.

24. Issues free play, up to authorized limit, and food coupons to guests.

25. Resolves problems that are within the position's scope of authority and recommends courses of action to resolve problems that are beyond the scope of authority to the position’s supervisor.

26. Keeps position supervisor informed of relevant activities.

27. Other duties as assigned.

Regulatory and Compliance Responsibilities: In addition to the other duties described herein, each Team Member has the following responsibilities related to compliance with laws and regulations.

• Attend required training sessions offered by the Company.

• Obtain and retain required license(s).

• Perform the duties described in compliance with local laws and regulations.

• Take the 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

A list of physical demands, equipment, & work environment demands can be reviewed in Human Resources. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.

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