Openings

The Casino Service Representative is responsible for providing superior guest service to all guests and team members of the casino by receiving and exchanging cash, checks and gaming chips, handling and processing department fills, credits and bank reimbursements and transactions.

The Casino Service Representative also is responsible for effectively communicating features and benefits of the Kiowa Casino Rewards Club program and all related promotions to current and prospective gaming Guests. Issue promotional items to Guests and maintain the highest standards in executing the Guest Service program.  All duties are to be performed within the guidelines of the organization’s policies and procedures, tribal regulations, and all federal/state laws, as needed.  

1. All Team Members must embrace and deliver Kiowa’s Guest Service Standards to every Guest on every shift, as outlined in Orientation, the Team Member Handbook, SOP’s, and any other related training.
2. Ensure an exceptional level of service and satisfaction is achieved throughout the properties, exceeding the expectations of external and internal Guests alike in a timely and effective manner.
3. Maintain a bank throughout shift.
4. Communicate features and benefits of the Rewards Club programs and all related promotions to all gaming Guests.
5. Must prepare cash drawer reconciliation and accounting records, count and maintain department tokes, maintain records for accuracy, receive, verify, and drop all department revenue.
6. Complete and sign associated accountability forms.
7. Conduct Guest even-money transactions.
8. Redeem tickets and redeem chips.
9. Maintain Marketing database integrity by following high standards of data entry and issue rewards to Guests based on their gaming levels.
10. Verify all currency and chips given or received and accuracy of bank issued from vault, finalize and balance cash drawer.
11. Set up equipment prior to opening the Cage window.
12. Abide by Title 31 requirements.
13. Prepare jackpot transactions including all related documents for Team Members.
14. Count and keep a record of tips for hospitality department cashiers.
15. Complete Multiple Transaction Log (MTL), Monetary Instrument Log (MIL), and Currency Transaction Report (CTR).
16. Maintain a high level of Guest confidentiality and professionalism.
17. Maintain the Cage in a neat and orderly manner.
18. Adhere to all regulatory, departmental, and casino policies and procedures, and to the MICS.
19. Maintain knowledge of special events, hours of operation, and other pertinent information.
20. Perform additional duties or projects, as assigned.

The list of essential job functions is illustrative of the minimums ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all the duties listed as the maximum expectation, nor does it necessarily list all possible duties that may be assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, and/or ability required.

EDUCATION & EXPERIENCE

• High School diploma or GED is required.
• 1 year large-volume cash handling experience preferred.
• 1 year experience in a guest service position and/or in data entry preferred.
• Working knowledge of the Gaming Industry and the regulations governing gaming operations preferred.

REQUIREMENTS, SKILLS & ABILITIES

• Must be at least 21 years of age.
• Regular and reliable attendance.
• Must be able to work in a fast-paced environment.
•  Ability to work cooperatively with all departments and all team members.
• Ability to maintain a professional appearance and demeanor.
•  Ability to maintain high confidentiality.
• Ability to independently manage multiple tasks in a professional manner.
• Ability to work independently with minimal supervision.
• Ability to prioritize tasks and meet deadlines.
• Ability to follow directions.
• Ability to count large sums of money.
• Ability to process basic mathematical functions. 

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

LICENSES & CERTIFICATIONS

• Ability to obtain and maintain Gaming License is required.
• Key positions require knowledge and application of Title 31 reporting requirements.

Physical

The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job.

While performing the job duties, the employee is required to maneuver in all areas of casino and related entity locations when necessary.  Ability to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the offices and between buildings or properties for the duration of work hours.  Frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms, including lift, carry, push, pull, or move objects, or boxes, up to 35 pounds.   Visual acuity to discern and examine text, graphics, color, and symmetry.  Speech to communicate clearly, express ideas and convey information in an understandable manner.  Ability to hear for listening comprehension and to understand ideas presented through spoken words and sentences.  Manual dexterity to operate office equipment and examine documents, records and files. Job may sit, lift, move, carry, and balance heavy objects and involve standing and walking for hours at a time.  

Confer with Human Resources for additional information, as needed.

Mental

Social perceptiveness to assess and understand other’s reactions and behavior. Critical thinking to use logic and reasoning, to reach conclusions or optional solutions. Comprehension in assessing, analyzing and processing alpha, numeric and visual data, and the ability to accurately formulate or complete required documents.  Mental capacity to monitor sometimes complex situations, to make quick decisions, tolerate stress, and/or conduct tasks under critical deadlines.  Ability to concentrate on tasks over a period of time without being distracted.

Work Environment

The characteristics of the work environment described here are representative of those an employee encounters while performing the job functions. Work in, or visit offices, casino operations, assigned outlet, hotel, kitchen, meeting space, convention center, gaming floor, motor vehicle, various amenities, and/or additional entity locations, or external environments, as related to business.  Environment includes exposure to second-hand smoke, high noise level, bright lights, and sometimes fluctuating temperatures or weather conditions.  Must be able to work irregular or additional hours or shifts, including holidays or weekends, as assigned, in order to meet business needs. 

Success in this position will require ongoing knowledge and application of the organization’s key performance indicators that include but are not limited to interpersonal and communication skills, change management and teamwork, customer service and satisfaction, integrity, and dependability.