ACE Club Representative (Full Time) (36869)

About the role

Serve as initial guest contact and key data entry clerk for the ACE Club database. Identify and gather information on valuable guests through observation, analysis, personal contact, and service. Develop guest loyalty, relationships, and direct marketing programs. Provide services to respond to guest requirements and conduct informal surveys and queries.

Responsibilities

• Convey terms of the ACE Program and explain qualification requirements to prospective gaming guests.
• Assist in making reservations for guests for outlets on property and arrange transportation as needed.
• Identify and initiate relationships with new guests for possible enrollment into the players club.
• Record and report database information to management; assist in updating database files.
• Assist guests both over the phone and in person.
• Issue complimentary items for guests as designated by management.
• Issue and reprint club cards for guests.
• Provide excellent guest service through clear communication of all marketing activities, promotions, and amenities.
• Assist in implementing promotional programs designed to attract and retain customers, such as slot tournaments, show tickets, buses, and off-property events.
• Perform cash and credit card transactions associated with event ticket sales when assigned to the box office.
• Assist with special events and promotions as required.
• Maintain professionalism while managing sensitive issues and demonstrate empathy in providing prompt resolutions.
• Oversee and/or participate in formal and informal surveys and queries.
• Conduct tours of the gaming floor and other related facilities; possess knowledge of all Tribal properties and entities.
• When acting as gift shop clerk:
  • Ensure bank is counted and balanced with the Cash Cage.
  • Assist in maintaining redemption items inventory and recommend the purchase of incentives/merchandise.
  • Clear, clean, reset, and maintain station during shift.
  • Handle guest receipts according to internal casino policy.

Requirements

• High school diploma or GED.
• Some demonstrated customer service experience and/or training or a combination of education and experience.
• Computer literate with good oral and written English communication skills.
• Multi-lingual skills are desirable, along with good phone etiquette.
• Available to work nights, weekends, and holidays.
• Must be able to stand, move, and work throughout the office area and properties, including walking up to 1½ miles, climbing stairs, and standing at a desk/workstation for the duration of the shift.
• Must be able to work in a smoke-filled environment.
• Must be able to grasp, bend, lift, and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis.
• Sufficient dexterity of hand to use office equipment, including computers, calculators, and multi-line telephones.

Access to Sensitive Areas and Information

• Signatory ability for bank authorization slips.
• Authority to issue complimentary vouchers per the complimentary matrix.