Minimum Employment Requirements

• 18 years of age, proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
• Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance adhering to the Wind Creek appearance standards.
• Maintain consistent adherence to the Wind Creek Customer Service Standards.
• Must be able to work varied shifts, including weekends and holidays.
• Must be able to read and write and be conversant in foreign language, specifically Asian dialect.

• Zero (0) to two (2) years Hospitality or related experience.
• Must demonstrate extensive knowledge of high end casino clientele play habits and preferences.
• Experience with Casino Player Management System preferred.
• Working knowledge with PC skills and products.
• Must have an established player following.
• Must have excellent oral and written skills and be able to communicate effectively with multiple levels of the organization.
• Must have highest level of professional ethics and integrity within a team setting and be capable of sharing knowledge. 
• Must be self-motivated; demonstrate job ownership for all items completed; ability to adapt to new circumstances by understanding the changes and supporting management in communicating them; must be a team player and able to perform other job related duties as they are assigned.
• Physical ability to access all areas of the property.
• Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
• Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
• Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
• Ability to work with others, communicate well, receive direction; review your own work.
• Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
• Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
• Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
• Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.
• NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES.

Position Responsibilities

• Markets casino amenities to the best potential qualified guests.
• Assesses, measures and rates guests’ play at the Wind Creek based on theoretical information.
• Manages complimentary expenses.
• Maintains overall customer profitability.
• Participates in player events on and off site.
• Extends complimentary services to players when appropriate and within established guidelines.
• Amicably resolves customer related problems.
• Understands and explains benefits and rewards of Wind Creek programs.
• Ensures the protection of customer rewards and player points and credits.
• Develop a working knowledge of all PGCB rules, regulations, and Internal Controls applicable to your position.
• Must read and understand the Wind Creek Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements, and collective bargaining agreements.
• Authority to issue a complimentary in accordance with the Wind Creek Comp Matrix.

Essential Job Functions:

• Ability to meet Specific Position Requirements and perform Position Responsibilities for this position.
• Ability to clearly present information through the spoken or written word; talk with customers or employees; listen well.
• Ability to be alert to customer needs to remedy or present a solution to a question, service request or service breakdown.
• Ability to bring about results from ordinary circumstances; prepare for problems or opportunities in advance; undertake additional responsibilities and respond to situations as they arise with or without supervision.
• Ability to be tactful and polite, maintain confidences, and foster an ethical work environment; handle all situations honestly.
• Ability to maintain standards despite pressing deadlines; to do work right the first time.
• Ability to act in accordance with established guidelines; follow standard procedures; recognize and comply with written rules or practices.
• Ability to adapt and interact with people who have different values, cultures, or backgrounds, be of service to potentially difficult people, recognize the benefits of having a diverse workforce.
• Ability to develop a rapport with others and recognize their concerns and feelings; build and maintain long-term associations based on trust; help others.
• Ability to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and display team spirit.
• Able to demonstrate a high level of service delivery-to do what is necessary to ensure customer satisfaction, deal with service failures and prioritize customer or client needs.