Guest Services Representative

Job Overview

Q CASINO + RESORT

Guest Services Representative

BASIC FUNCTION

Provide guest service employees with currency for impress banks. Provide currency for Jackpots and completes table fills. Exchange and sell currency to guests. Cash personal checks, process cash advances and maintain check acceptance database. Redeems coupons, vouchers, slot tickets and table game cheques. Promotes participation in Q Club, issues voucher’s and sells and redeems gift cards

ORGANIZATIONAL RELATIONSHIPS

• Reports to:    Guest Services Supervisor
• Supervises:    N/A

HOURS OF WORK

• Monday - Off - Scheduled as needed
• Tuesday - Off - Scheduled as needed
• Wednesday - Off - Scheduled as needed
• Thursday - Off - Scheduled as needed
• Friday - Varies - All Shifts
• Saturday - Varies - All Shifts
• Sunday - Varies - All Shifts

All schedules are subject to change.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Responsible for knowing and carrying out internal controls.  
• Exchange cash with employees and customers.  
• Cash payroll checks for employees.
• Cash personal checks, cash advance vouchers and traveler checks for customers.  
• Operates jackpot computer, check cashing computer.
• Dispatches slot employees to machines requiring fills and needed jackpots.
• Processes table game fills
• Processes W2-Gs for jackpots.
• Provides other departments with cash exchanges.
• Balances an impress bank of $20,000 to $100,000
• Calls for security escorts.
• Verify banks.
• Notifies surveillance of large payouts.
• Completes Multiple Transaction logs, Monetary Instrument Logs and notifies supervisors when guests approach CTR levels of completion.
• Handouts and collects banks for other departments.
• General housekeeping of guest service center.
• Responsible for keys.
• Follow proper hand clearing techniques.
• Check for state self-exclusion
• Process guest applications and issue membership card
• Process vouchers for point redemption
• Make announcements over PA system
• Demonstrate and explain slot card procedures
• Act as a backup to the switchboard-answer phone calls
• Assist with giveaways and promotions
• Conduct data entry of mailing lists
• Process show tickets
• Sell and redeem gift cards
• Assist with bus groups

EDUCATION, TRAINING AND EXPERIENCE

• High School diploma
• Prior cash handling experiences preferred.
• Prior guest service experience preferred.
• Basic Computer knowledge required

STANDARDS OF PERFORMANCE

• Read and comprehend internal controls.
• Good math skills.
• Good communication skills.
• Basis computer skills
• Good cash handling experience.
• Knowledge of guest service operations.
• Ability to use a computer.
• Accuracy with money handling skills and paperwork completion.
• Ability to speak clearly over handheld radio.
• Ability to handle a busy work environment.
• Decision making ability (know when to do buy and what to request for buy/ inventory control).
• Ability to use and read calculator.
• Must follow internal controls and department policies.
• Ability to demonstrate proper hand clearing techniques.

MENTAL AND PHYSICAL REQUIREMENTS

• Lifting up to 25 lbs.
• Standing for long periods of time.
• Talking.
• Stooping, kneeling, crawling, reaching, walking, pushing, pulling.

WORKING ENVIRONMENT AND CONDITIONS

• Inside work.
• Stressful work environment.
• Loud noise levels.
• Exposure to cigarette smoke.

EQUIPMENT AND TOOLS

• General office equipment including, but not limited to:
• Calculator
• Computer
• Currency Counter
• Check cashing equipment
• Cash Advance
• Embosser
• Telephone
• Radio