About this role
Essential Functions
- Consistently demonstrates superior customer service skills by displaying outlined service behaviors
- Maintains an upbeat and positive attitude, creates positive energy with gestures and sustains enthusiasm from one interaction to the next
- Creates an atmosphere of luck and celebrates guests wins
- Is ready to serve and is informed of daily information; builds relationships by greeting guests with a warm, friendly verbal greeting
- Anticipates needs and provides fast, flawless service
- Checks for satisfaction and effectively resolves service breakdowns when they exist
- Promotes CLUB JACK programs and card membership
- Provides a warm farewell and thanks guests for visiting
- Responsible for the operation of assigned window to include exchange of currency for coins/tokens
- Prepares hand-paid jackpots and hopper fills through Thistledowns Slot Data System. Issues jackpots and hoppers to appropriate VLT or Security personnel
- Responsible for generating and issuing to patrons pari-mutuel tickets and credit vouchers, making simulcast payouts and redeeming credit vouchers
- Verifies all funds at the beginning and end of each shift.
- Ensures accountability of all transactions through verification and documentation of exchanges
- Promotes positive interaction with Thistledowns guests and employees at all times
- Provides a fun-filled, entertaining environment for our guests through flawless delivery and execution of service
Knowledge, Skills & Abilities
- Literate and fluent in basic English
- Excellent Math Skills
- Strong interpersonal and teamwork skills
- Basic computer skills (basic word and excel skills are necessary)
- Ability to multi-task
- Must be able to perform tasks with high efficiency and accuracy
- Above average organizational abilities for sorting money, chips, coupons and other paper work by table number
- Ability to work in a small area with the same people for extended periods of time
- Flexible availability including ability to work holidays and weekends
- Must be able to work independently.
- Must be able to sit, stand or walk for long periods of time (4 hours).
- Must be able to respond calmly and make rational decisions when handling employee conflicts.
- Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator.
- Must be able to lift and carry up to 50 lbs.; and, have the ability to push, pull, reach, bend, twist, stoop and kneel.
- Respond to visual and aural cues.
- Must have the manual dexterity to operate a computer and other necessary office equipment.
- Must be able to tolerate areas containing dust, loud noises and bright lights.
- Must be able to work varied shifts, weekends and holidays as needed.
- Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives.
- Ability to speak distinctly and persuasively.
- Must be able to read, write, speak, and understand.
Education and Experience
- Minimum of 6 months previous money handling experience
- 1 Year of Customer Service required
- Previous experience in performing detailed work preferred
Required Certification/License
- Must be able to obtain an Ohio Lottery Commission license