Description
Salary: $15.45/Hr
After successful completion of the probationary period, employee will receive off probation wage increase.
Shift Differential:
Monday-Thursday (6pm to 6am) + $1.00 per hour worked
Friday 4pm to Saturday 4am + $3.00 per hour worked
Saturday (4am to 4pm) + $2.00 per hour worked
Saturday (4pm to 4am) + $3.00 per hour worked
Sunday 4am to Monday 6am + $2.00 per hour worked
Part-Time and Half-Time Employees:
Eligible for an additional $2.00 per hour worked
Summary:
Provide guest services for Oneida Casino customers to include: Players Club Member, Tour bus, special event ticket, gift certificates sales to all Oneida Casino guest. Provide membership services including answering customer questions and explaining benefits of Player Club membership. Welcome all Tour Operators and Oneida Casino Guests.
Responsibilities:
* Provide for the delivery of excellent customer service for all internal and external customers of the Players Club and Marketing Department areas at all times and in all activities. Establish and maintain effective working relationships with all internal and external customers of Oneida Tribal operations. Develop solutions for customer concerns and continuous focus on customer service as our top priority.
* Inform supervisor of recommendations/ideas for improving all areas of this position to include ideas on improving customer service systems or activities.
* Develop, maintain, and facilitate effective relationships, communication processes and activities with all Gaming Services personnel and all other internal and external customers. Ensure established procedures and processes are utilized at all times, to ensure maximum understanding and coordination is in place. Attend department meetings to ensure effective communications take place.
* Accept and inspect all new member applications; process applications by entering information and provide card to new members.
* Welcome all Oneida Casino Guests, provide information and summarize the benefits of membership in the Players Club.
* Promote participation of casino related events; and awards promotional items to promotional winners.
* Provide information on Oneida Casino and local events to guests.
* Complete transactions that will include: sell all special events tickets, including but not limited to Player Club Ticketing system; gift certificates, and communicate this information to customers.
* Answer guests questions, address complaints, make suggestions and forward information to the appropriate personnel.
* Maintain current knowledge of Gaming and community events for the purpose of answering any questions guests of Oneida Casino may have.
* Wear required dress code at all times.
* Operate the following equipment: personal computer, telephone, cash register, money counter, copy and fax number.
* Perform all announcements for Players Club, Marketing, and all daily announcements for Gaming as requested.
* Update member accounts into the player club database; verify accuracy of all information by using applicant's photo identification.
* Monitor and review computer databases for entry errors, edit for duplicate accounts and other corrections; enter all banned players into the CMP system.
* Verify and distribute player complementaries and maintain an adequate department inventory of supplies by informing the supervisor of needs.
* Use CMP system for cash/point redemptions; complete daily paperwork for accounting reconciliation.
* Reconcile all transaction paperwork for audit controls, Player's Club booth including computer startup/shutdowns.
Detailed responsibilities:
* Provide excellent customer service for all internal and external customers of the operations at all times and in all activities. Establish and maintain effective working relationships with all internal and external customers of Oneida Casino. Provide solutions for customer concerns and continually focus on customer service as our top priority
* Inform supervisor of recommendations/ideas for improving all areas to include ideas on improving customer service systems, departmental activities, and safety throughout the casino
* Develop, maintain, and facilitate effective relationships, communication processes and activities with all internal and external customers and in all activities
* Ensure established procedures, and processes are utilized at all times for maximum understanding and coordination of services are in place.
* Attend departmental meetings to ensure effective communication takes place
* Accept and inspect all new member applications; process applications by entering information and provide card to new members.
* Welcome all Oneida Casino Guests, provide information and summarize the benefits of membership in the Players Club.
* Promote participation of casino related events; and awards promotional items to promotional winners.
* Provide information on Oneida Casino and local events to guests.
* Complete transactions that will include: sell all special events tickets, including but not limited to Ticket Start events, Player Club Ticketing system; gift certificates, entertainment tickets, and communicate this information to customers.
* Answer guests questions, address complaints, make suggestions and forward information to the appropriate personnel.
* Maintain current knowledge of Gaming and community events for the purpose of answering any questions guests of Oneida Casino may have.
* Wear required dress code at all times.
* Operate the following equipment: telephone, cash register, personal computer, money counter, copy and fax machine.
* Perform all announcements for Players Club, Entertainment, and all daily announcements for Gaming as requested.
* Update member accounts into the player club database; verify accuracy of all information by using applicant's photo identification.
* Monitor and review computer databases for entry errors, edit for duplicate accounts and other corrections; enter all banned players into the CMS system.
* Verify and distribute player complementaries, and maintain an adequate department inventory of supplies by informing the supervisor of needs.
* Use CMS system for cash redemptions; complete daily paperwork for accounting reconciliation.
* Reconcile all transaction paperwork for audit controls, Player's Club booth including computer startup/shutdowns, and various others.
* The above duties and responsibilities are to an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.
Competencies and skills:
Essential:
* Communicate efficiently and effectively both verbally and in writing
* Knowledge of department organization, functions, objectives, policies, and procedures
* Ability to work independently and meet strict timelines
* Deal with the general public and Tribal employees with tact, courtesy, respect, objectivity and maturity
* Ability to establish and maintain good working relationships with the individuals of varying social and cultural backgrounds
* Ability to carry out instructions furnished in verbal or written format
* Knowledge or training in basic Accounting procedures
* Knowledge of the gaming operations, its governing and regulatory structure
* Knowledge of office practices, procedures, and equipment
* Knowledge of principles and practices of public relations, promotions, and marketing in a customer service oriented environment
* Knowledge with records management procedures
* Skill in operating computer and various word-processing, spreadsheets, and database software programs in a Windows environment
* Ability to represent the organization in a professional manner, building respect and confidence.
Education with Equivalent Qualifications:
Essential:
* High School Diploma HSED GED Required or Obtain Within 1 yr
* Applicants age 50 and older are exempt from this requirement
* A Combination of Experience and Education May Be Considered
Working conditions:
Essential:
* Must be eighteen (18) years of age or older
* Stand Frequently
* Walk Frequently
* Reach Above Shoulder Level Frequently
* Talk Frequently
* Hear Frequently
* Bend/Stoop Occasionally
* Kneel Occasionally
* Crouch Occasionally
* Lift 11-24 Pounds Occasionally
* Move 11-24 Pounds Occasionally
* Casino setting with exposure to a high noise level
* Noise High Level
* Work Situations Not Smoke Free
* Work Situations Dust
* Evening and weekend work may be required
* Work Hours Holiday Work
* Work Hours Extended
* Work Schedules Various
Experience:
Essential:
* 6 Months of Basic Computer
* 6 Months of Cash Handling
* 6 Months of Data Entry
* Customer service or in a hospitality environment
Other information:
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT - The Oneida Nation does not discriminate based on race, color, national origin, sex, religion, age or disability status in employment or the provision of services. However, individuals of Indian ancestry and Veterans will be given preference by law in employment.
Continuation of this position is contingent upon funding allocations.
Must maintain strict security, confidentiality, and quality to meet professional standards of the department.
Must adhere to all Oneida Nation Personnel Policies and Procedures, Oneida Nation Standard Operating Procedures, and Area and Program Strategic Plans and Policies.
Must pass a background check to meet Employment Eligibility Requirements. If applicable, must pass a background check to meet Oneida Nation/State Compact and/or Oneida Nation Gaming Ordinance, and may be required to obtain a temporary license and/or Gaming license as a condition of employment.
Must be willing and able to obtain additional related education and training.
Must pass a pre-employment drug screen and adhere to the Nation Drug and Alcohol-Free Workplace Policy.
A Tuberculosis (TB) Screening and/or a 2 step TB Skin Test is required within thirty (30) days of employment.
Must provide a copy of diploma/degree, license, or certification upon employment.
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