Cage & Player Services Representative

Job Overview The Cage & Player Services Representative assists in executing property promotions to maximize the profits of the gaming facility, giving correct change, accurately counting and recording assigned funds, verifying, and documenting personal information for all transactions conducted by the Player Services Department (Cage Cashiering, Credit, & Players Club). Player Services Representatives are responsible for performing high volume cash and non‑cash transactions with guests and team members in a courteous, accurate, and prompt manner; computing all monetary transactions, keeping accurate records, and performing auditable balancing practices. The beginning and end of shifts count down and balance amounts to impress the bank. This position reports to the Player Services Supervisor.

Duties and Responsibilities

Provides outstanding guest and associate service while performing assigned duties, including interpreting, and conveying property information to all guests

Enrolls new guests in current promotions and in computer system for direct mail campaigns

Provides guest information as to the use and benefits of the Player’s Club cards; answers questions about points, promotions, complimentary, and special events

Aids in the execution of promotions by redeeming prizes and issuing vouchers through our player tracking system, CMP

Services all guests with the utmost hospitality by effectively demonstrating Wind Creek Hospitality’s ten Best Operating Practices (BOPs): Smile, Gratitude, Provide Directions, Resourcefulness, Greet, Present, Eye Contact, Responsiveness, Professionalism, Communication

Averages sixteen (16) transactions per hour

Maintains an audit score greater than 3.75, based on the delivery of Wind Creek Hospitality’s BOPs

Avoids receiving procedural violations (exceptions) found by our Compliance/Audit teams

Possesses experience with accurately managing large monetary transactions and machinery affiliated with the process

Confers regularly with the Player Services Supervisor to keep informed of all aspects of financial matters, operating procedures, and to seek direction as needed

Acquires beginning cash bank, makes change for customers, cashes out vouchers, and balances operating cash

Maintains strict adherence to the department policies and procedures, and a strong knowledge of Title 31 requirements

Maintains Title 31 certification

Adheres to the established dress code

Provides prompt, friendly, and courteous service to all guests in a confidential manner, and keep the confidentiality of all gaming records

Other duties and responsibilities as assigned

Job Requirements

High School diploma or GED needed or currently enrolled and successfully complete a GED program within six (6) months from start date as a condition of continued employment

Must be twenty‑one (21) years of age or older

Hospitality or customer service/guest service industry experience (Hotel, Restaurant, Casino, etc.) – preferred

Proficient in math and color perception (skills test required, 70% pass)

Six (6) months of cash handling experience – required

Knowledge on the operation of currency counter – preferred

Must be able to use a computer and associated components (printers)

Must have excellent customer service skills

Must be professional and articulate in presenting all promotional material to guests

Must be mature, keep confidentiality, assume responsibility, and have excellent guest service skills

Understand the goals and objectives of the gaming facility

Maintain professional appearance and adhere to established dress code at all times

Successfully pass job interview, including a guest service audition

Willing and able to work all shifts including days, nights, weekends, holidays, and overtime as required

Willing to travel and take part in training as recommended or required

Capable of lifting, pushing, pulling and maneuvering a minimum of fifty (50) pounds

Capable of walking or standing for 100% of assigned shift

Must have an Occupational License (or ability to obtain and keep) per the Illinois Gaming Act and remain in good standing with the Illinois Gaming Board

Base Pay

Pay range – $15.00 – $20.63 (base pay will depend on experience level and skill set)

Voluntary full‑time benefit offerings include group medical, dental, vision, and life insurance; flexible spending account (FSA); Employee Assistance Program (EAP); paid time off; 401(k) with matching; shift differential; discretionary quarterly bonuses

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