Guest Service Representative

Location: Madras

The Guest Service Representative (GSR) serves as a frontline ambassador for Plateau Travel Plaza, providing courteous, professional, and responsive service to guests while performing regulated gaming, players’ club, and guest services transactions. This position is responsible for accurate cash handling, guest account assistance, promotional support, and adherence to all internal policies, procedures, and Warm Springs Tribal Gaming Regulatory Authority (WSTGRA) requirements.

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…