Guest Service Representative (56856)

The following include, but are not limited to essential functions of the position.

• Deliver friendly, respectful, and professional service to all guests, creating a welcoming environment and resolving routine guest inquiries in a courteous and timely manner.
• Ensures the cleanliness, functionality, and operational integrity of the slot machines and related equipment.
• Monitors and corrects minor machine malfunctions, such as changing the printer paper in the machine; investigates machine malfunctions.
• Process customer cash transactions on the gaming floor using established cash-handling procedures.
• Ensures control and protection of company assets and accurately maintains bankroll with minimum number of variances.
• Enroll guests in Players’ Club, issue and replace club cards, assist with PIN resets, and provide general account support while ensuring proper guest identification and authorization requirements are met.
• Inspects slot machines regularly, to ensure proper working condition, clean, and free from any damage or hazards.
• Maintain a clean, organized and welcoming appearance in all assigned work areas including the gaming floor, Players Club station, and GSR cage area.
• Support a safe and enjoyable environment by monitoring guest well-being and notify Security of any concerns.
• Emergency cage duties require GSR to lock imprest bank in designated wall locker and perform emergency cage duties according to regulation policy and procedure.
• Monitors patron activity for potential suspicious activity; reports potential suspicious activity to the immediate Supervisor or Manager.
• Writes and completes various forms neatly, quickly, and accurately.
• Ensures compliance with IGRA, Tribal-State Compact, Tribal Gaming Ordinance, Tribal Gaming Regulations, FinCEN requirements and Warm Springs Gaming Enterprise Internal Controls.
• Performs other duties as assigned.

Knowledge Skills and Abilities

To perform the job successfully, an individual should demonstrate the following:

• Guest Service Excellence: Demonstrates strong interpersonal skills, ensuring a positive and engaging guest experience. Provides courteous and prompt assistance to guests, addresses inquiries, and resolves any concerns or issues related to slot machines.
• Problem-Solving Skills: Capable of troubleshooting minor technical issues with slot machines, including jams, malfunctions, and payout discrepancies. Utilizes problem-solving skills to address customer concerns and collaborates with maintenance or technical teams when necessary.
• Attention to Detail: Accurately monitors slot machines for proper functionality, ensuring that they are in good working condition. Quickly identifies and reports malfunctions or issues, and ensures compliance with safety and regulatory standards. Accurately process fills, credits, handpays, perform cash payouts, beef tickets, count down banks. Do all paperwork according to defined policy and procedures with accuracy.

Minimum 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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent.
• Ability to provide professional, courteous customer service in a fast-paced environment.
• Ability to accurately handle cash and complete required forms and logs.
• Ability to follow written procedures and comply with regulatory requirements.
• Basic math and cash-handling profiency.
• Ability to maintain confidentiality and exercise sound judgment
• Must have interpersonal skills to deal positively and effectively with guests, coworkers, vendors and regulators.
• Professional appearance and demeanor.
• Will work varied shifts including nights, weekends and holidays.

Preferred Qualifications

• Knowledge of slot machine functions.
• Prior experience in slot attendant, cage cashier, or Player Club roles.
• Familiarity with IGT Patron Management systems.
• Basic computer profiency.
• Knowledge of NIGC Class II gaming regulations and tribal gaming environments.

Certification(s) and/or Licenses Required

• Must maintain a valid Oregon driver’s license.
• Must be 21 years of age or older.
• Must submit to and pass a drug/alcohol screening test.
• Must submit to and pass an Oregon State background investigation.
• Proven gaming license eligibility preferred.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High Risk – Job requires standing/sitting for long periods of time. Dealers, Security Officers, and other frontline staff may spend the majority of their shifts standing or sitting in one position, This can be physically demanding, so comfort strategies, such as supportive footwear, are important. This job also requires repetitive motions, such as dealing cards, handling chips, or conducting the same movements at a slot machine, which can lead to repetitive stress if not managed properly. The atmosphere is high energy, with bright lights, music, and ongoing activity creating a lively setting with high noise levels and cigarette smoke.

• Some lifting and carrying is required. Lifting items weighing as much as 60 pounds may be required, but this should occur rarely, i.e., less than 15% of the time.
• This position requires reaching, manipulating and keyboard operation (typing).
• This position requires sitting, stooping, standing, bending, and walking.
• This position requires intense and exacting mental and visual attention.

Equal Opportunity Employer

Warm Springs Casino Enterprises hires individuals solely based on their qualifications and merit. WSCE also gives preference in employment and career opportunities to members of the Confederated Tribes of Warm Springs (CTWS). The intent of WSCE is to comply with Resolution 8363 (Tribal Member Preference), which states that whenever candidates meet the stated qualifications, tribal members will be considered first to fill vacant positions.

Job descriptions are used primarily to assist in the identification of the core duties and responsibilities of a position and to be used in determining the level of compensation for the position. Other duties and responsibilities may be added or removed by the Department Director.

All positions are subject to drug and/or criminal background checks, which will be handled by the Gaming Commission.