About this role
Respond promptly and accurately to jackpot notifications.
- Ensure timely verification and payout of jackpots to minimize guest wait times
- Coordinate with Slot Supervisors and Technicians as needed to resolve delays or discrepancies
Provide high-quality customer service and guest interaction.
- Proactively engage with guests to answer questions and explain games or promotions
- Refer customer disputes to supervisors and assist with player inquiries using courteous, professional communication
Continuously monitor the gaming floor to identify guest needs or machine issues.
- Walk assigned sections regularly, observing for service lights, abandoned machines, or guest concerns
- Maintain visibility, approachability, and awareness to ensure guests feel supported and valued
Assist with basic machine troubleshooting and operational support.
- Reset games, perform minor issue resolution, and report malfunctions to supervisors or technicians
- Assist with kiosk fields, and complete machine issues when required
Support jackpot and machine transaction documentation.
- Complete required paperwork accurately and according to regulatory guidelines
- Relay key information to ensure continuity between team transitions
Maintain a clean, safe, and compliant gaming environment.
- Adhere to gaming procedures, Title 31 guidelines, and property safety regulations
- Report tips as required
- Report safety hazards or compliance issues to the appropriate authority promptly
Contribute to team success and guest retention efforts.
- Encourage guest engagement by promoting Players Club sign-ups
- Actively participate in a team-centric culture; assist coworkers as needed to promote a cohesive guest entertainment experience
Qualifications
General
- Must be at least 21 years of age and able to obtain and maintain a UMUGC Support License
- Must be able and willing to work weekends, holidays, and variable shifts
- Must be fluent in English with strong verbal and written communication skills
Education
- High school diploma or GED required
Experience
- Experience in guest service or cashiering roles preferred
- Prior experience handling jackpots, slot operations, or working on a casino floor is a plus
Knowledge, Skills, and Abilities (KSAs)
- Excellent customer service skills in person and over the phone
- Basic math and computer skills, including use of a 10-key, phone, and standard office equipment
- Ability to handle various amounts of money with precision and care
- Strong awareness, stamina, and initiative to patrol the floor actively and provide timely service
- Familiarity with gaming machine operations and hardware (preferred) repairs