Elements and Performance Criteria
- Advise customers on games and gaming activities.
- According to relevant rules and regulations, advise customers on available games and gaming activities; basic player rules and conditions; odds, win rates and return to player; collection of payments and winnings; and promotions.
- Interpret and explain artwork and machine operations correctly and courteously to customers.
- Display promotional materials and information on gaming activities in suitable locations.
- Respond to customer queries, requests and complaints appropriately and courteously.
- Operate and maintain gaming machines.
- Operate gaming machines correctly according to their design function and enterprise practices.
- Clear and refill machines according to industry, enterprise and government regulations.
- Identify machine faults promptly and correctly.
- Make simple machine repairs with minimum disruption to players according to manufacturer instructions and to the level authorised by legislation and enterprise practices.
- Identify unserviceable machines 'out of order' promptly and report them according to enterprise practices and state and territory legislative requirements.
- Observe OHS procedures and practices in operating and maintaining machines.
- Monitor security of gaming areas.
- Observe players and onlookers, note any unusual practices and behaviours accurately, and report as appropriate.
- Carry out machine security checks according to industry and enterprise procedures.
- Identify any breakdowns in security functions or safety and deal with them according to scope of responsibility, enterprise procedures and OHS requirements.
- Report breakdowns in security or safety to appropriate persons according to industry and enterprise practices and legislative requirements.
- Keep voucher and gaming machine record books and cash box keys secure at all times.
- Where appropriate, follow barring procedures according to enterprise policy.
- Make gaming machine payouts.
- Verify payout claims according to enterprise procedures.
- Record payout according to industry and enterprise procedure.
- Check the identification and age of players where required, according to industry, enterprise and government regulations prior to payouts.
- Identify situations where payouts should be refused and refer them to the appropriate person according to enterprise and government regulations.
- Pay winnings to the player and witness them according to enterprise and government regulations.
- Validate machines and return them to service promptly where appropriate.
- Complete payout summaries or issue payout vouchers and balance them with cash, float and machine readings, according to industry and enterprise procedures.
- Resolve payout disputes or refer to supervisor according to enterprise policies and customer service standards.
- Operate and maintain coin dispensing equipment.
- Operate coin dispensing equipment according to design function and manufacturer instructions.
- Identify equipment faults promptly and correctly, and repair or report them according to individual scope of responsibility.
- Dispense coins and receive and weigh them according to industry and enterprise procedures.
- Handle cash according to enterprise security procedures.