- Develops a thorough understanding of player's club and remains current on all promotions and events.- Assists customers utilizing the ACSC with enrolling, changing or redemption transactions in player's club in a positive, helpful manner to maintain accuracy.- Operates with an impressed inventory of cash and perform exchanges of gaming vouchers for cash, exchange cash equivalents for Front Money Deposits, exchange approved checks for cash, exchange chips for cash, exchange markers for cash, perform chip transfers, issue gaming vouchers, complete emergency BV transactions and respond to service issues at the TRU's and Coin Max.- Runs reports and verification information for patron credit line requests in accordance with directive of HCPN Credit Committee and PGCB regulations.- Demonstrates proficiency in AS400 menus, Internal Controls, ACSC system, department policies/procedures and any other functions associated with the successful operation.- Serves as property ambassador and has solid overall knowledge of the property, including the casino.- Develops and maintains a good relationships with loyal players in order to maximize opportunity for personalized experience and return visits.- Functions as a Main Bank Cashier as necessary; however, may not function as both a Player Services Cage Cashier and a Main Bank Cashier within a single gaming day.
- Develops a thorough understanding of player’s club and remains current on all promotions and events. - Assists customers utilizing the ACSC with enrolling, changing or redemption transactions in player’s club in a positive, helpful manner to maintain accuracy. - Team members assigned to window banks will operate with an impressed inventory of cash and perform exchanges of gaming vouchers for cash, exchange cash equivalents for Front Money deposits, exchange approved checks for cash, exchange chips for cash, exchange markers for cash, perform chip transfers, issue gaming vouchers, complete emergency BV transactions and respond to service issues at the TRU’s and Coin Max. - Runs reports and verification information for patron credit line requests in accordance with directive of HCPN Credit Committee and PGCB regulations. - Demonstrates proficiency in AS400 menus, Internal Controls, ACSC system, department policies/procedures and any other functions associated with the successful operation. - Serves as property ambassador and has solid overall knowledge of the property, including the casino. Develops and maintains a good relationship with loyal players in order to maximize opportunity for personalized experience and return visits. - May function as a Main Bank Cashier as necessary. However, may not function as both a Player Services Cage Cashier and a Main Bank Cashier within a single gaming day.
- Develops a thorough understanding of player's club and remains current on all promotions and events.- Assists customers utilizing the ACSC with enrolling, changing or redemption transactions in player's club in a positive, helpful manner to maintain accuracy.- Operates with an impressed inventory of cash and perform exchanges of gaming vouchers for cash, exchange cash equivalents for Front Money Deposits, exchange approved checks for cash, exchange chips for cash, exchange markers for cash, perform chip transfers, issue gaming vouchers, complete emergency BV transactions and respond to service issues at the TRU's and Coin Max.- Runs reports and verification information for patron credit line requests in accordance with directive of HCPN Credit Committee and PGCB regulations.- Demonstrates proficiency in AS400 menus, Internal Controls, ACSC system, department policies/procedures and any other functions associated with the successful operation.- Serves as property ambassador and has solid overall knowledge of the property, including the casino.- Develops and maintains a good relationships with loyal players in order to maximize opportunity for personalized experience and return visits.- Functions as a Main Bank Cashier as necessary; however, may not function as both a Player Services Cage Cashier and a Main Bank Cashier within a single gaming day.
- Develops a thorough understanding of player's club and remains current on all promotions and events. - Assists customers utilizing the ACSC with enrolling, changing or redemption transactions in player's club in a positive, helpful manner to maintain accuracy. - Team members assigned to window banks will operate with an impressed inventory of cash and perform exchanges of gaming vouchers for cash, exchange cash equivalents for Front Money Deposits, exchange approved checks for cash, exchange chips for cash, exchange markers for cash, perform chip transfers, issue gaming vouchers, complete emergency BV transactions, and respond to service issues at the TRU's and Coin Max. - Runs reports and verification information for patron Credit line requests in accordance with directive of HCPN Credit Committee and PGCB regulations. - Demonstrates proficiency in AS400 menus, internal Controls, ACSC system, departmental policies/procedures, Federal Title 31 regulations, and any other functions associated with the successful operation of the Cashiers Cage and Hollywood Casino. - Serves as property ambassador and has solid overall knowledge of the property, including the casino. - Develops and maintains good relationships with loyal players in order to maximize opportunity for personalized experience and return visits.
- Responsible for coaching, counseling, scheduling, payroll and development of Player Services Cage and Count Room teams- Responsible for communicating, updating and adherence of department specific service standards- Demonstrates a comprehensive understanding and proficiency in managing daily operations of the department in accordance with all Internal Controls, Title 31 and SAR requirements and all other applicable laws.- Identifies operational challenges and makes recommendations and implements corrective action.- Responsible for maintenance, operations and appearance of Player Services and Count Room, coordinates with Director of Marketing for ordering of player loyalty cards and supplies.- Works with Director of Marketing to communicate events and promotions and assist with their execution and ensures team member awareness including promotional calendars and event overviews.- Acts as a liaison with Marketing Department to ensure all programs, promotions and events communicated and executed flawlessly. - Respond to guest inquires while monitoring and applying service recovery within authority levels.- Delegates work responsibilities and provides follow-up and direction when necessary.- Ensures scheduling of staff is appropriate to anticipated business levels.- Authorized to approve patron credit lines in accordance with the property Credit Committee directives and the PGCB regulations.- Engages in collection efforts on behalf of the property in accordance with section 609a.18 of the property’s internal controls and PGCB regulations. - Has authority to issue complimentaries in accordance with the approved Comp Matrix.- Develops and maintains daily drop schedule and responsible for the approval process of the drop schedule.- Ensure soft currency is accounted for and recorded in accordance with company policies and procedures.- Manually count large amounts of currency.- Review and compile reports generated by soft count.- Ensure company assets are properly accounted for and secured.- Account for all table games documentation.- Ability to function with secured access for ingress/egress to count room.
- Ensures interactions with internal and external guests following the guidelines of the Red Carpet Customer Service Program - Processes cash transactions for casino customers and employees (includes cashing TiTO tickets, personal checks, traveler’s checks, exchange currency and processing cash advances) - Demonstrates knowledge of and compliance with Title 31 regulations on a consistent basis - Enrolls patrons into Players Club; issue patrons Players Club cards; maintain accurate player tracking information; and assist the Marketing Department with all casino promotions - Balances cash drawers. Ensure that the drawers are at appropriate impressed amount at beginning and end of each shift - Completes all necessary paperwork, including but not limited to balance sheets, buy sheets, MTL/NiL, NEWave, and CTRs - Keeps work areas clean and free of safety hazards, debris, and litter - Carries out any reasonable request made by your supervisor or any management personnel - Able to promptly and accurately follow instructions given by Supervisor or Manager
- Ensures interactions with internal and external guests following the guidelines of the Red Carpet Customer Service Program - Processes cash transactions for casino customers and employees (includes cashing TiTO tickets, personal checks, traveler’s checks, exchange currency and processing cash advances) - Demonstrates knowledge of and compliance with Title 31 regulations on a consistent basis - Enrolls patrons into Players Club; issue patrons Players Club cards; maintain accurate player tracking information; and assist the Marketing Department with all casino promotions - Balances cash drawers. Ensure that the drawers are at appropriate impressed amount at beginning and end of each shift - Completes all necessary paperwork, including but not limited to balance sheets, buy sheets, MTL/NiL, NEWave, and CTRs - Keeps work areas clean and free of safety hazards, debris, and litter - Carries out any reasonable request made by your supervisor or any management personnel - Able to promptly and accurately follow instructions given by Supervisor or Manager
- Ensure interactions with internal and external guests while following the guidelines of the Red Carpet Customer Service Program.- Maintains a balanced cashier's till.- Process cash transactions for casino customers and employees, including, but not limited to: cashing TITO tickets, personal checks, travelers cheques, processing currency exchanges, cash advances and other cash equivalents.- Comply with Title 31 regulations.- Enroll guests into Players Club, maintain accurate player tracking information, and assist the Marketing Department with all casino promotions to aid with exceptional guest experience. - Complies with state, company, department policies and regulations.- Report suspicious behavior, flagged patrons and possible intoxicated guests to a member of management.- Assist with training new team members.- Properly verify guests during transactions and interactons to prevent underage guests and improper identification.- Adhere to responsible gaming guidelines.- Process Markers, Front Money, and Safekeeping transactions.
- Responsible for fostering a fun environment. - Responsible for being a gracious host to all guests and co-workers. - Responsible for promoting a positive influence in the community and participating in company-sponsored events. - Ensures interactions with internal and external guests follow the guidelines of the Red Carpet Customer Service Program. - Maintains balanced cashier's station. - Processes cash transactions for casino customers and employees (includes cashing TiTO tickets, personal checks, and travelers checks, exchanging currency, and processing cash advances). - Knowledgeable of and complies with Title 31 regulations. - Enrolls patrons into Players Club, issues patrons Players Club cards, maintains accurate player tracking information, and assists the Marketing Department with all casino promotions. - Works the main bank as assigned. - Answers phone calls with proper phone etiquette. - Complies with state, company, and departmental policies and regulations.
General Accountabilities: - Handles financial transactions including but not limited to performing credit checks, release of jackpot payments, exchanging cash for casino tokens, and cashing checks. - Determines customer qualifications for PennPlay members admission by reviewing player information based upon established criteria, opens new player accounts, issues replacement cards, and merges duplicate accounts. - Accounts for all transactions and balancing of books to ensure accuracy of casino revenue. - Handles all guest questions and concerns to provide exceptional guest service. - Ensures that the cash drawer is balanced at all times and makes exchanges with the vault when necessary. - Effectively communicate the benefits of Players Club membership to all guests. - Maintain comprehensive knowledge of all current and upcoming promotions, events and unique offers throughout the property and effectively communicate to guests. - Fulfill all promotional offers to be redeemed at the club, including coupons, prizes, redemptions, entertainment tickets and drawing tickets. - Operate point of sale register handling cash and credit cards accurately for entertainment ticket sales. - Participate and assist in any needed capacity with all casino and property-wide events.
The Player Services Cashier is responsible for performing high volume cash and non cash transactions for guests including validating and redeeming slot machine TITO tickets, cashing checks and chips, exchanging currency, and processing credit card advances. Cashier also acts as a first point of contact for guest questions, concerns, and information regarding rewards programs and marketing promotions. $15.50/hour + Tips! - Redeems slot machine TITO tickets. - Cashes chips and redeems players' winnings for cash.- Operates assigned bank or window according to procedure.- Promote rewards program to include educating guests on benefits, signing guests up for cards, re-issuing cards, data entry, and account look-ups.- Pass out entry forms for promotions, answer questions, answer phone, and perform miscellaneous other tasks as assigned by Casino Marketing.- Verifies previous count sheet from assigned bank, or, if window, count sheet from the Main Bank.- Counts down bank or window at end of each shift and reconciles to the Cage accountability.- Ensures that all key control procedures are executed according to established guidelines. - Ensures that contents of the banks are organized so they can be readily counted at shift changes.- Prepares and completes all job-related paperwork as approved in the internal Control Submission.- Assists with the NRT kiosk as needed in relation to emptying or filling the units. Participates in and attends meetings as requested.- Completes Currency Transaction Reports as required by law. - Conducts “Verifications” (doubles) to ensure the accuracy of transaction being paid. - Maintains a clean, well-organized work area and environment.- Processes Credit card withdrawals through the Game Cash system.- Provides positive communication and uses Red Carpet Training skills with every patron and co-worker. - Performs duties in a safe manner; reports any potential safety hazards to management staff. - Performs any reasonable, temporarily assigned job duties outside the position’s job description, where, in the Company’s judgment, those duties are necessary in the interest of efficiency, productivity, or guest service. - Maintains strict confidentiality in all company matters.
- Prior experience as a Player Services Cashier is preferred - interacting with internal and external guests following the guidelines of the Red Carpet Customer Service Program - Maintaining balanced cashier's station - Processing cash transactions for casino customers and employees (including cashing TiTO tickets, personal checks, travelers checks, exchange currency and processing cash advances) - Be knowledgeable and complying with Title 31 regulations - Enrolling patrons into Players Club, issue patrons Players Club cards, maintaining accurate player tracking information, and assisting the Marketing Department with all casino promotions - Working the main bank as assigned - Answering phone calls with proper phone etiquette- Complying with state, company, department policies and regulations
- Prior experience as a Player Services Cashier is preferred - interacting with internal and external guests following the guidelines of the Red Carpet Customer Service Program - Maintaining balanced cashier's station - Processing cash transactions for casino customers and employees (including cashing TiTO tickets, personal checks, travelers checks, exchange currency and processing cash advances) - Be knowledgeable and complying with Title 31 regulations - Enrolling patrons into Players Club, issue patrons Players Club cards, maintaining accurate player tracking information, and assisting the Marketing Department with all casino promotions - Working the main bank as assigned - Answering phone calls with proper phone etiquette- Complying with state, company, department policies and regulations
- An individual could be successful if they possess the following.- Ensuring interactions with internal and external guests follow the guidelines of the Red Carpet Customer Service Program - Maintaining balanced cashier's station - Processing cash transactions for casino customers and employees (includes cashing TiTO tickets, personal checks, travelers checks, exchange currency and processing cash advances) - Knowledgeable and comply with Title 31 regulations - Enrolling patrons into Players Club, issue patrons Players Club cards, maintain accurate player tracking information, and assist the Marketing Department with all casino promotions - Working the main bank as assigned - Answering phone calls with proper phone etiquette - Complying with state, company, department policies and regulations
- Accurately completing and updating electronic MTL/MIL transactions- Accurately process Poker Room activity; verification of front line cashier transactions over $1,000.00, receiving Poker Dealer tokes, process chip redemptions when required; verification of hand-to-hand transactions between cashiers; conduct transactions with other departments as needed in the absence of a member of management- Flexibility with schedule, perform any cashiering duties as needed, or as instructed by member of management- Understands and performs department objectives, standards, and guidelines- Possess thorough knowledge of casino policies for all cashier areas- Maintain, reconcile, fill and credit Ticket Redemption Units as needed; collaborate with the Main Bank to accomplish these tasks- Maintain security and accountability over all funds, including, but not limited to: chips, coins, tokens, cash currency, foreign cash currency, cash equivalents and paperwork- Observe and verify funds received and disbursed to other departments, guests and transactions between cashiers- Verify all Cashier and Main Bank paperwork is accurately completed prior to Accounting and Internal Audit review- Accurately complete transactions with Internal customers- Accurately process and record Unclaimed and regular Jackpots- Maintain accurate inventory of all Chips distributed and received from Table Games, Main Bank and Cashiers- Thorough knowledge of the paid in/out guidelines- Work with Vault to ensure timely process of buys; accurately receive “drops” and complete other transactions from the Count Team.- Answer phone calls with proper phone etiquette- Accurately process and verify deposits
- Responsible for fostering a fun environment.- Responsible for being a gracious host to all guests and co-workers.- Responsible for promoting a positive influence in the community and participating in company-sponsored events.- Ensure interactions with internal and external guests follow the guidelines of the ACES Service Program.- Maintain balanced work station.- Maintain ticketing and jackpot kiosks on the gaming floor, including filling, dropping, and balancing.- Maintaining lottery ticket stations on the gaming floor, including dropping and balancing.- Pay out patron’s jackpot winnings.- Complete paperwork and currency exchanges for Cashiers, VLT, and F&B.- Complete F&B nightly drops.- Verify money from Soft Count.- Prepare funds for deposit to bank.- Run loose coins from bank for ticketing kiosk fills.- Be knowledgeable and comply with Title 31 regulations.- Answer phone calls with proper phone etiquette.- Comply with state, company, and department policies and regulations.- Other duties, as needed.
- Responsible for fostering a fun environment. - Responsible for being a gracious host to all internal and external guests. - Responsible for promoting a positive influence in the community and participating in company-sponsored events. - Accurately completing and updating electronic MTL/MiL transactions. - Accurately process Poker Room activity; verification of front line cashier transactions over $1,000.00; receiving Poker Dealer tokes, process chip redemptions when required; verification of hand-to-hand transactions between cashiers; conduct transactions with other departments as needed in the absence of a member of management. - Flexibility with schedule; perform any cashiering duties as needed, or as instructed by member of management. - Understand and perform departmental objectives, standards, and guidelines. - Possess thorough knowledge of casino policies for all cashier areas. - Maintain, reconcile, fill, and Credit Ticket Redemption Units as needed; collaborate with the Main Bank to accomplish these tasks. - Maintain security and accountability over all funds, including, but not limited to: chips, coins, tokens, cash currency, foreign cash currency, cash equivalents, and paperwork. - Observe and verify funds received and disbursed to other departments, guests, and transactions between cashiers. - Verify all Cashier and Main Bank paperwork is accurately completed prior to Accounting and internal Audit review. - Accurately complete transactions with internal customers. - Accurately process and record Unclaimed and regular Jackpots. - Maintain accurate inventory of all Chips distributed and received from Table Games, Main Bank, and Cashiers. - Thorough knowledge of the paid in/out guidelines. - Work with Vault to ensure timely process of buys; accurately receive “drops” and complete other transactions from the Count Team. - Answer phone calls with proper phone etiquette. - Accurately process and verify deposits. - Accurately process Fast Cash Ticket Redemption; end of shift process.
- Responsible for supervising staff and the overall daily management of the Player Services department. Supports, administers, and manages operational goals and monitors achievements of performance and profit objectives. - Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives, and achieving guest satisfaction. - Responsible for assisting in the budget process for the department by providing recommendations; supports compliance to departmental budget initiatives; reports budget concerns to manager. - Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with departmental and company standards and programs. - Esures customer service standards are followed by all team members and addresses issues as they arise. - Responsible for the overall achievement of departmental customer service goals. - Assists with guest inquiries while monitoring and applying service recovery within authorized levels. - Reviews and approves Cage documentation based on established levels of authorization.- Prepares/reviews currency transactions reports. - Verifies vault accountability at end of shift. - Verifies Credit line availability. - Responsible for verification of main bank and window cashier drawers.- Responsible for authorizing checks.- Prepares customer deposit and safekeeping log.- Responsible for ensuring regulatory compliance within area of authority and reporting potential issues to management. - Ensures all staff are trained and follow CTR and SARC procedures; responsible for making sure all paperwork is completed and reported in accordance with established compliance procedures. - Maintains strict confidentiality in all departmental and company matters.
- Provides superior guest service by demonstrating and up-selling with expert knowledge all levels of the Player’s card benefits, current promotions and/or events, the casino floor layout, and any Direct Mail offers. Guest interactions will include engaging, efficient, informative assistance. - Promotes the Player’s Club program by recruiting, enrolling, and educating guests on how to use the players card whereby supporting the operation of the program. Additionally, conducts in-bound and out-bound calling, providing quality service and effective selling through the use of a telecommunications database and telephonic system. - Expediently handles guest concerns, inquiries, and requests. - Performs the professional and courteous handling of incoming guest calls and reservation requests while realizing campaign goals, fulfilling data entry requirements, and achieving call time and volume objectives.- This position is responsible for providing a high level of guest service and promoting a positive attitude to create a fun and entertaining experience for our guests and team members. - Understands and adheres to all property and departmental standards, policies, and procedures.- Must be knowledgeable in all Marketing Services areas.- Consistently performs duties in compliance with all departmental service standards, department-specific policies and procedures, and policies set forth within the property Employee Guidance Manual.- Receives in-bound calls and dispatches or handles appropriately.- Performs out-bound calling efforts as scheduled and prioritized by the supervisor or ETS system.- Performs basic functions, data input, and acquires information from the following: CDS, LMS, and PBX.- Achieves established levels of activity and meets objectives for number and length of calls attempted, calls completed, sales results, abandoned calls, up-selling, and the accuracy and completeness of data input.- Maintains detailed awareness regarding current and upcoming property events, promotions, entertainment, packages, Club benefits, food specials, and other offers for information dissemination and up-selling.- Handles reservation requests for invitational events, hotel, and concerts.- Utilizes event manifests, RSVP spreadsheets, and fact sheets as needed to fulfill Call Center initiatives.- Provides regular updates on reservation status and response summaries.- Directly handles guest issues and concerns, determining alternate solutions and resources in order to resolve issues.- Works in harmony with supervisor and other department personnel to escalate the handling of guest issues as needed to remedy guest dissatisfaction.- Delivers phone scripts in a compelling and confident manner, effectively offers tool box amenities, and establishes follow up action when executing outbound calls.- Carries out several simultaneous tasks: takes rapid-arriving incoming calls in succession, provides courteous, personalized, and professional service, and immediately and accurately enters and assesses data across multiple systems and programs.- Consistently follows the processes and procedures outlines for handling calls including up-selling, personalization, standardization, and quality control measures.- Performs a variety of record keeping, filing, indexing, and other general administrative functions.- Operates a variety of communication equipment.- Remains patient and friendly at all times, communicating clearly, succinctly, and with utmost enthusiasm.- Consistently performs critical guest engagement behaviors during every phone transaction.- Responsible for establishing new accounts for players, maintenance of database files, and redemption of Direct Mail offers.- Responsible for offering and issuing casino complimentaries.- Issues promotional amenities while maintaining accurate records and inventory controls.- Assists in execution of special promotional events, player parties, drawings, and duties as deemed necessary.- Demonstrates knowledge of all property amenities including food outlet options, hours of operation, hotel services, and retail offers.- Provides feedback on guests' satisfaction related to facility, programs, and services.- Implements all property Customer Service requirements and any additional guest satisfaction skill requirements outlined by the department.- Creates fun for guests appropriate to a casino environment.- Maintains open communication with Marketing Services Supervisors and Department Manager.- Duties and responsibilities may be changed, expanded, reduced, or deleted by management to meet the needs of the Marketing department and Hollywood Casino.- All other duties and/or responsibilities as assigned.
Your daily responsibilities include for a combination of two of the following functions of Cashier, Main Banker, or Sports Writer: For ALL Roles:- Responsible for new player card signups.- Responsible for player card reprints.- Responsible for player card pin reset.- Assists and promotes Penn Play App activation, Penn Wallet, and Penn Wallet Deposits.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. - Maintains knowledge of property information.- Any and all duties assigned by leadership.- Responsible for ensuring compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.- Maintains strict confidentiality in all departmental and company matters.- Notifies Leadership of escalated or prevalent guest issues/concerns and any apparent suspicious activity.- Ensures compliance with currency transaction requirements, Title 31, and money laundering and Suspicious Activity Reporting for Casinos (SARC) requirements. Cashier - Responsible for maintaining knowledge of and enforcing all gaming laws and regulations which apply to the functions and duties of the Player Services Department.- Exchanges cash, coins, tokens and chips in accordance with established procedures.- Assists guests with completion of credit applications.- Cashes personal, travelers and payroll checks in compliance with approved procedures, and performs credit card advances.- Records any applicable federal cash transactions.- Issues and receives payments on markers.- Balances bank at end of shift. Sports Writer- Keeps daily balance sheet of amount and number of transactions.- Writes, verifies, and makes payments on tickets for race and sports wagers in accordance with established guidelines. - Keeps daily balance sheet of amount and number of transactions.- Maintains an accurate cash bank for assigned shift and responsible for accepting payment and making correct changes when necessary.- Stocks Race & Sports Book Teller stations with necessary supplies and keeps all stations neat and clean.- Makes accurate payments on winning tickets in accordance to established guidelines.- Maintains and reconciles bank for assigned shift according to variance policy.- Explains wagering rules, including betting lines and odds, and procedures to guests. Main Banker - Keeps daily balance sheet of amount and number of transactions.- Writes, verifies, and makes payments on tickets for race and sports wagers in accordance with established guidelines. - Keeps daily balance sheet of amount and number of transactions.- Maintains an accurate cash bank for assigned shift and responsible for accepting payment and making correct changes when necessary.- Stocks Race & Sports Book Teller stations with necessary supplies and keeps all stations neat and clean.- Makes accurate payments on winning tickets in accordance to established guidelines.- Maintains and reconciles bank for assigned shift according to variance policy.- Explains wagering rules, including betting lines and odds, and procedures to guests.
