ACE Club Representative (Full Time) (36942)

About the role

Serve as initial guest contact and key data entry clerk for ACE Club database information. 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. Conduct informal surveys and queries.

Responsibilities

• Convey terms of ACE Program and explains qualification requirements to prospective gaming guest.
• Assist in making reservations for guests for outlets on property as deemed appropriate and may assist in arranging transportation.
• Identify and initiate relationships with new guest for possible enrollment into the players club.
• Record and report database information to management; may 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 to guest.
• Provide excellent guest service through clear communication of all marketing activities and promotions, and amenities available to guests.
• Assist in the implementation of promotional programs designed to attract and retain large groups of new and existing customers to the casino 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.
• Maintain the highest level of professionalism while managing sensitive issues; demonstrate empathy while providing thoughtful and 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’s receipts according to internal casino policy.

Requirements

• High school diploma or GED.
• Some demonstrated customer service experience and/or training or combination of education and experience.
• Computer literate with good oral and written English communication skills.
• Multi-lingual desirable with good phone etiquette.

Working Conditions / Physical Demands

• 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.
• Work in a smoke-filled environment.
• 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, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.