Lead Players Club Rep

About the Role

Responsible for the day-to-day operation of Club Clearwater (CCW), including providing customer service by promoting membership, creating and replacing CCW cards, resolving point disputes, ensuring guests receive “Clearly Superior Service,” maintaining accurate player data, and generating daily reports.

Responsibilities

• Greets all guests and recruits new members to the players club
• Creates accounts for new players and replaces cards as needed
• Promotes club card usage from existing members through club benefits and promotions
• Promotes club member retention and growth through customer service activities
• Issues vouchers for point redemption for food, merchandise, and cash
• Interacts with guests throughout the casino floor to ensure players understand how points are earned on machines and other games; explains the benefits of club membership and promotes card usage
• Promotes upcoming events, entertainment, and assists with promotions
• Announces upcoming events, promotions, winners, birthdays, anniversaries, etc.
• Follows and actively practices Customer Service Standards
• Issues complimentary vouchers per request from authorized employees as needed
• Assists guests with all inquiries regarding the players club
• Maintains accurate documentation for guest’s point redemption, issuance of complimentary items, and promotional giveaways
• Maintains accuracy of member’s data and updates information as needed for the player tracking system
• Meets weekly with Club Clearwater staff to review issues
• Performs all functions of an Ambassador
• Assists management with CCW staff schedules
• Provides input to management for performance appraisals of staff
• Oversees training of new employees
• Reports and documents unresolved guest disputes to management
• Provides Club Clearwater Ambassadors with breaks and ensures guests receive efficient and prompt service
• Keeps storage area organized and stocked
• Ensures necessary CCW brochures, fliers, entry forms, and promotional items are in stock
• Maintains CCW bulletin board, CCW employee information binder, CCW guest information sheet, Shift Lead daily report binder, and CCW information wheel
• Trains Ambassadors on new procedures
• Promotes “Clearly Superior” work ethics amongst all CCW/Casino employees
• Assists with special promotions or events as requested by management
• Other duties as assigned

Skills

• Competency in use of word processors and computer programs like Word and Excel
• Excellent customer service skills for guests and employees
• Accurate and timely handling of assigned tasks and multiple activities
• Strong communication skills (including listening, writing, and speaking)
• Ability to follow directions and problem-solve
• Ability to handle stressful situations and make good decisions
• Ability to function in a team-oriented environment and work independently

Qualifications

• High School diploma or GED desired
• Two (2) years of administrative assistant experience or training desired
• Leadership or management training helpful
• Knowledge of computer software required
• Experience in sales or marketing helpful

Job Conditions

• Working conditions include a casino environment with computers and other equipment
• Frequent interruptions, evening and/or weekend work
• Performs basic data entry

Physical Requirements

• Manual and finger dexterity for operation of personal computers and routine paperwork