Player Services Representative ($1,000 Hiring Incentive)

Essential Functions

• Consistently demonstrates superior customer service skills by displaying outlined service behaviors


• Maintains an upbeat and positive attitude, creates positive energy with gestures and sustains enthusiasm from one interaction to the next


• Creates an atmosphere of luck and celebrates guest’s wins


• Is ready to serve and is informed of daily information; builds relationships by greeting guests with a warm, friendly verbal greeting


• Anticipates needs and provides fast, flawless service


• Checks for satisfaction and effectively resolves service breakdowns when they exist


• Promotes CLUB JACK programs and card membership


• Provides a warm farewell and thanks guests for visiting


• Responsible for the operation of assigned window to include exchange of currency for coins/tokens


• Prepares hand-paid jackpots and hopper fills through Thistledown’s Slot Data System. Issues jackpots and hoppers to appropriate VLT or Security personnel


• Responsible for generating and issuing to patrons pari-mutuel tickets and credit vouchers, making simulcast payouts and redeeming credit vouchers


• Verifies all funds at the beginning and end of each shift.


• Ensures accountability of all transactions through verification and documentation of exchanges


• Promotes positive interaction with Thistledown’s guests and employees at all times


• Provides a fun-filled, entertaining environment for our guests through flawless delivery and execution of service

Knowledge, Skills & Abilities

• Literate and fluent in basic English        


• Excellent Math Skills


• Strong interpersonal and teamwork skills


• Basic computer skills (basic word and excel skills are necessary)


• Ability to multi-task


• Must be able to perform tasks with high efficiency and accuracy


• Above average organizational abilities for sorting money, chips, coupons and other paper work by table number


• Ability to work in a small area with the same people for extended periods of time 


• Flexible availability including ability to work holidays and weekends


• Must be able to work independently.


• Must be able to sit, stand or walk for long periods of time (4 hours).


• Must be able to respond calmly and make rational decisions when handling employee conflicts.


• Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator.


• Must be able to lift and carry up to 50 lbs.; and, have the ability to push, pull, reach, bend, twist, stoop and kneel. 


• Respond to visual and aural cues. 


• Must have the manual dexterity to operate a computer and other necessary office equipment. 


• Must be able to tolerate areas containing dust, loud noises and bright lights.


• Must be able to work varied shifts, weekends and holidays as needed.


• Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives. 


• Ability to speak distinctly and persuasively. 


• Must be able to read, write, speak, and understand. 

Education and Experience

• Minimum of 6 months previous money handling experience


• 1 Year of Customer Service required


• Previous experience in performing detailed work preferred

Required Certification/License

• Must be able to obtain an Ohio Lottery Commission license