GENERAL SUMMARY
Responsible for building and maintaining relationships with new, regular, and frequent guests in order to cultivate and encourage repeated visits by personalizing guests’ experience. This includes slot machine iView service, club membership outreach and enrollment, marketing knowledge, cash transactions and JP processing and payouts. Provides assistance with training team members on work duties and departmental policies and procedures. 

CORE SCOPE OF POSITION

• Responsible for responding to, processing, and paying out gaming machine hand pays and short pays, up to $14,999.99.
• Maintains a constant presence throughout assigned game floor areas to assist guests and provide general information.
• Proactively seeks guest interactions and provides personalized attention, to include assisting with iView functionalities, reprinting club cards for enrolled guests, resetting club card PIN, etc. 
• Actively solicits club enrollment of un-carded guests and processes on-the-floor enrollment.
• Provides machine reservation service to eligible guests.
• Keeps well informed of various types of slot machines to answer any questions regarding games and bonus plays.
• Maintains a currency bank of $10,012.50 and provides change assistance to guests.
• Increases awareness of promotions and events.
• Maintains awareness of housekeeping needs in assigned area and timely reports to supervisor/manager.
• Works closely with supervisor/manager to meet the needs of internal and external guests.
• Resolves problems or refers matter to supervisor/manager as needed.
• Assists with training team members on departmental policies and procedures and documents the training.
• Assists with ensuring that departmental policies and procedures are followed.
• Maintains knowledge of gaming trends and technology.
• Attends all scheduled team member meetings and trainings.
• Maintains knowledge of and effectively promotes company services and players’ club program.
• Adheres to all company and department policies, procedures, and standard operating guidelines.
• Adheres to all hygiene and safety standards. Ensures that a clean, safe, hazard-free work environment is maintained.
• Performs all other duties as assigned.

STYLE SERVICE COMMITTMENT 
All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

INTERACTION

• Interacts with internal and external guests with a positive attitude and professionalism at all times.

SUPERVISION

• Does not provide supervision to others.

Required Skills

KNOWLEDGE AND SKILLS

• Demonstrated strong customer service skills including enthusiastic, energetic, professional, friendly and courteous behavior at all times.
• Excellent verbal and interpersonal communication skills.
• Organized, self-motivated, goal-oriented, and values teamwork.
• Knowledge of basic computer skills.
• Knowledge of sales techniques and best practices.
• Demonstrated knowledge and ability to operate mobile devices.
• Ability to multitask and work in a fast-paced environment.
• Ability to adjust to and manage change effectively.
• Must be dependable, timely and have high attention to detail. 
• Must be flexible to work different shifts, evenings, and holidays.

Required Experience

EDUCATION/CERTIFICATION

• High school diploma, vocational training or the equivalent experience.

EXPERIENCE

• 3 or more years related experience and/or training or equivalent combination of education and experience.