Job Description

Position Summary:

Act as the subject matter expert within the OTB Host role. Provide leadership and guidance to OTB Hosts. Responsible for walking the OTB floor, proactively greeting customers and provide friendly, courteous service at all times. Answer guest questions and build rapport with returning customers. Quickly and accurately handles cash transactions with patrons and jackpots on terminals. Conduct minor maintenance and repairs on terminals, when necessary. Protect company assets, adhering to company and departmental policies/procedures to include gaming regulations. Assume assigned leadership responsibilities, including but not limited to, handling escalated customer disputes in the Property Operation Manager or Shift Lead's absence.

Reports To:

Property Operations Manager

Essential Job Duties:

• Walk the gaming area looking for opportunities to interact with customers and employees displaying an attentive, upbeat, and enthusiastic demeanor throughout each interaction
• Clearly communicate how terminals play and operate, Club benefits, internal promotions, and site amenities
• Calmly listen to guest concerns and complaints; point of contact for escalated complaints
• Accurately count and maintain cash bank and transactions
• Keep gaming area clean, stocked, secured, and well maintained, including but not limited to, picking up trash, clearing empty drinks, etc.
• Train and provide guidance and leadership to OTB Hosts
• Assume assigned leadership duties in the absence of a management team member
• Troubleshoot minor repairs with wagering terminals and player tracking system as needed
• Work effectively with staff and guests, including but not limited to, working through disagreements in a courteous manner
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, as they apply to the position
• Maintain good working relations through all channels of leadership, employees, and regulators
• Follow instructions of leadership
• Efficiently perform duties in both calm and busy situations
• Perform additional duties and responsibilities as assigned

Qualifications, Education and Experience

Required:

• Previous experience with pari-mutuel equipment, and rules and regulations
• Personality comfortable initiating greetings and conversations
• Experience using basic tools
• Previous experience accurately counting, handling, and keeping track of money
• Basic understanding of, and experience using, computers and computer programs
• At least 21 years of age
• Ability to communicate effectively in English, including both written and verbal forms
• Professional appearance and personal hygiene conforming to company dress code and as deemed appropriate by supervisor
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States

Preferred

• Previous experience in a leadership or supervisory role
• High school diploma or equivalent
• Previous experience in customer service role

Licensing Status

• Obtain and maintain the required Gaming License.
• Successfully complete and past post-offer, pre-employment and random drug screenings.

Working Conditions

• Work is performed indoors
• More than 40 hours a week will be required at times. Work hours subject to change.
• Must be able to work long hours under busy conditions.
• Subject to hazards which may cause personal bodily harm; smoke, common colds, influenza, dust, odors, and elevated noise levels.
• Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.
• Duties may involve walking, standing for long periods of time, sitting and crouching.
• Specific required movements include the following:
  • Trunk - bend, twist, rotate, push, pull, and carry
  • Arms - reach, carry, push, pull, lift, twist, and rotate
  • Legs - left, push, pull, twist, and rotate
  • Hands - grasp, manipulate, bilateral coordination, eye and hand coordination, overall and finger dexterity
  • Must be able to lift 50 lbs

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