Description

Summary

This position is responsible for working all windows of the casino cage and providing a high level of service to patrons and employees while conducting transactions. In addition, we strive to deliver our Five Star Experience to Guests and fellow Team Members. This includes being committed to our Service Promise: We are the Twenty-Nine Palms Band of Mission Indians Team, where your experience is our top priority. Every person and detail matters.

Essential Duties And Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide outstanding customer service to guests and all other employees by exceeding our mission statement.
• Deliver our Five Star Experience to Guests and all Team Members by embodying our Mission Statement and Service Promise while adhering to department service standards. This entails consistency performing our service expectations of: Welcoming, Proactive, Seamless, Personalized and Valued. 
• Must be computer literate and able to operate a 10-key calculator.
• Welcomes incoming passengers from buses upon arrival.
• Acts as a Spotlight 29 Casino and Tortoise Rock Casino information center by answering guest inquiries concerning casino promotions, live entertainment, special events, and the Twenty-Nine Palms Band of Mission Indians.
• Enrolls casino guests into 29 Rewards Loyalty Club and assists in the distribution of prizes, awards, and promotional items to eligible guests and duties as they relate to the bus patrons.
• Know the events occurring at the casino; including but not limited to, the featured bands in the lounge, table games events, slot events, etc., and advise Casino guests accordingly.
• Thoroughly familiar with all Spotlight 29 Casino and Tortoise Rock Casino promotions, including but not limited to rules and guidelines for guest participation, the location where guests can enter the promotions and advise Casino guests accordingly.
• Assist in the distribution of prizes, promotional items, and awards offered in the Casino's various promotions.
• Know the casino layout in order to assist customers in locating such services as restrooms, cash cage, table games areas, cafe, specific slot machines games, etc.
• Inform guests of the advantages and benefits of the Club 29 membership and then enroll them into the program.
• Act as a liaison between Marketing and the casino guest, communicating with both to expedite customer requests.
• Assist customers with monetary and informational needs.
• Maintain security and accountability of company funds located in the cage during a shift.
• Handles large amounts of cash at one time.
• Redeem chips for customers as specified by policy and procedure guidelines.
• Cash personal checks using the check cashing system under specific guidelines.
• Process credit card advances using the Global Cash Access system under specific guidelines.
• Do transactions on designated work area only.
• Solely responsible and accountable for chip/cash fund at assigned window during their shift.
• Must process all transactions accurately and maintain window variances to an absolute minimum.
• All required documents must be filled out completely with legible print.
• Redeem slot tickets under specific guidelines.
• Comply with Spotlight 29 Casino’s and Tortoise Rock Casino’s policies and applicable laws by following established house rules, procedures, and internal control policies.
• Accesses the ACSC & GUI system and other files and data information.
• Responsible for entering bus manifest into the system to ensure each passenger has been accounted for.
• Provide constructive feedback to the Marketing staff to ensure guest satisfaction.
• Communicate with all other departments as needed using professionalism.
• Ensure compliance with all Minimum Internal Control Standards (MICS) as well as all Tribal Internal Control Standards (TICS).
• Present a positive image of the Tribal organization to its guests and vendors and to assist them as required.
• Must follow all safety policies and procedures and attend all scheduled safety meetings and training as a condition of employment.
• Perform any other duties that may be assigned from time to time.

Supervisory Responsibilities

This job does not require supervisory duties.

Qualifications

Education And Experience (Must Be Documented)

• Must possess a high school diploma or equivalent.
• Computer literate
• Capable of typing 40 wpm
• Six months related experience and/or training; or equivalent combination of education and experience.

Certification, Licenses And Any Additional Requirements

• Must pass periodic random drug screens. 
• Must be able to pass background suitability investigation.
• Must obtain a Tribal Gaming License.
• Must obtain all other applicable certifications and licenses.
• Must provide proof of eligibility to work in the United States within 72 hours of employment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use upper extremities, including but not limited to, hands and fingers to handle, or feel; reach with hands and arms. They may be occasionally required to climb or balance, stoop, bend, push, pull, twist, kneel, crouch, or crawl. The employee must occasionally lift up to 25 pounds and/or push, pull up to 50 pounds. The employee is occasionally required use repetitive movements to complete tasks. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Employee may be occasionally required to work in low light conditions, and may be exposed to loud noise for extended periods. 

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Multiple locations.
• Some enterprises are open 24 hours per day, 7 days per week; therefore, you must be flexible to work any and all hours.
• Must be available for emergency calls 24/7.
• Must be available to work weekend and holidays.
• Some enterprises are gaming facilities.
• Some enterprises are not a smoke-free environment.
• Surveillance cameras and audio equipment monitor the premises recording activity throughout most of the facilities on 24 hours per day, 7 days per week basis.

Indian Preference Act

The Twenty-Nine Palms Band of Mission Indians has a resolution on file with Human Resources to ensure that Indian Preference will be adhered to in the following order in accordance with IPA:

                                         1.  Tribal Members

                                         2.  Other Native Americans

                                         3.  All other ethnic groups