Reports to:
EGD Shift Supervisor
Job Summary:
Ensure guest satisfaction by providing a high degree of prompt, considerate, and courteous guest service while fulfilling objectives and goals within the EGD department
Essential Functions:
- Ensure compliance with the applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures.
- Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions.
- Act as a host and answer guest concerns and questions. Know all promotions and effectively communicate them to all guests.
- Communicate through radio with supervisors and team members.
- Assist EGD Technicians with the removal, installation, testing and relocation of EGD machines when needed or as instructed.
- Remove and clear jams, refill tickets, and provide preventative maintenance to EGD machines and maintain service levels of assigned casino floor routes, sections and zones.
- Complete jackpot payouts and process cancelled credits, short pays, malfunctions, accumulated credits, etc.
- Recognize and include applicable EGD reel symbols, codes or pay out combinations on pay out slips.
- Maintain a presentable work area by organizing chairs, providing clean up if necessary or calling EVS service attendants.
- Refill TITO ticket closets, drawers or machines.
- Report all suspicious activity on gaming devices or pertinent to our Anti Money Laundering program.
- Report or record / log all problematic machines or tilts as required by policies and procedures or MICS (Minimal Internal Control Standards).
- Demonstrate and promote KLECH core values and MAD skills.
- Manage and maintain security of confidential information entrusted to position.
- Attend and satisfactorily complete all required training as assigned.
- Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.
- The essential function listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and
responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.
- Perform other duties as assigned.
Minimum Requirements to Qualifications:
- Must have High School Diploma or GED.
- Must be able to use a standard PC with basic Microsoft Office skills.
- Must pass EGD Skills Assessment.
- Strong communication skills in English both written and oral. Spanish or other language skills a plus.
Other Criteria:
Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.
Skills and Abilities:
- Ability to work independently with minimal supervision.
- Ability to maintain effective relationships with the General Manager, Directors, Managers, vendors and all staff.
- Ability to work under pressure in a fast paced, stressful environment.
- Ability to meet multiple deadlines and multi-task.
- Ability to have strong critical thinking, analytical and guest service skills.
- Must possess a positive attitude with strong organizational qualities.
- Ability to add, subtract, multiply and divide in all units of measure.
- Ability to define problems, collect data, establish facts and draw conclusions.
- Ability to understand complex instructions and material.
- Ability to establish and maintain professional relationships with individuals of varying social and cultural background and with co-workers of all levels.
- Ability to work effectively with individuals and demonstrate teamwork.
- Ability to maintain confidentiality.
- Ability to follow and comply with established Casino guest service programs.
Physical Demands:
- While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, climb and bend for extended periods; reach with hands and arms; talk and listen on a regular basis.
- The team member must be able to concentrate for prolonged periods.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.
- The team member must be able to communicate effectively in person or using telecommunications equipment.
- The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone and calculator.
- Frequently lift and/or move up to 50 lbs.
Work Environment:
- Casino floor and normal office setting.
- Frequent walking and standing in a smoke filled environment and frequent contact with the general public.
- Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.
- Extended hours and irregular shifts may be required including nights, weekends and holidays.
- Must be able to perform under pressure and work long hours under stressful conditions.
- May be exposed to the risks associated in attempting to resolve issues with difficult guests and extremely irate staff members.
- May be exposed to various types of lighting including, but not limited to; artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.
- Travel may be required to perform one or more essential functions of this position.
Conditions of Employment:
- Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license. Responsible to keep all documents current and valid at all times.
- Must be able to provide authorization to work in the United States.
- Must be at least 18 years of age.
- Must have access to reliable transportation to commute to and from work.
- Must comply with KLEC handbook, internal policy and procedures, and gaming regulations set within KLEC.
Must participate in tip reporting program.