Players Club Lead

Responsibilities

• Supervises and implements promotions, preferred player events and other casino events or promotions.
• Oversees event ticket sales in accordance with gaming regulations and internal control standards.
• Manages priorities and assignments of staff, including shift coverage and work schedules for Players Club.
• Handles complaints and refers unresolved issues to immediate manager.
• Maintains a high level of professionalism, teamwork, and competence in the staff.
• Affords guest 100% attention and assists with any guest questions, comments or concerns they may have.
• Supports department SOP’s
• Interacts with guests to increase awareness of the Players Club and other casino promotions.
• Makes sure guest satisfaction and adherence to applicable policies, rules, and regulations.
• Affords assistance with implementing staff training programs.
• Accurately completes paperwork and maintains logs.
• Promotes casino promotions and events to casino guests.
• Promotes Players Club membership to casino guests.
• Enters all Players Club memberships and data entry.
• Redeems Players Club points for casino merchandise and other casino services.
• Follows promotion rules with no exceptions.
• Performs frequent floor walks and promotes Players Club sign-ups.
• Stocks supplies and promotional items for all shifts.
• Advices Manager of any guest account issues or problems.
• Performs liaison tasks by receiving and appropriately directing internal and external guests.
• Promotes guest interest in Angel Of The Winds Casino Resort with every transaction.
• Must maintain knowledge regarding Angel Of The Winds Casino Resort’s current services, promotions, functions and events in order to effectively respond to guest questions.
• Work nights, weekends and holidays as required.
• Works all shifts as determined by 24-hour schedule and subject to change.
• Affords assistance with all activities of the Players Club/Call Center.
• Oversees the daily process to ensure guest satisfaction by consistent delivery of both product quality and service in a prompt and courteous manner.
• Answers and directs incoming calls to appropriate individuals and/or departments.
• Takes reservations along with other requests from Casino and Hotel guests.
• Serves as a first point of contact for internal and external guests. Greets all phone contacts with a pleasant and helpful demeanor as the “Ambassador” of Angel Of The Winds Casino Resort.
• Answers and directs incoming calls to appropriate individuals and/or departments.
• Remains up to date on Casino promotions, events, Club benefits, and Food & Beverage offerings.
• Upholds the Resort’s commitment to hospitality.
• Performs outbound calls to guests to confirm reservations while informing the guest of any current promotions.
• Uses persuasive selling techniques to sell rooms and to promote other services of the hotel and casino.
• Maintains patience and composure while exemplifying excellent guest service with upset, angry, and/or frustrated guests using compassion and empathy.
• Partners and helps resolve unusual occurrences or requests.
• Respects guest privacy and maintains confidentiality.
• Communicates with all departments regarding all casino events and promotions.
• Ensures compliance with Tribal, State, Federal, and NIGC regulations.

Qualifications

• Exceptional guest service skills required.
• Casino experience preferred.
• Minimum of one year working experience using customer service, public relations and/or other great service skills preferred
• Exceptional organizational, communication, leadership and interpersonal skills.
• Skills in identifying and resolving administrative problems under pressure conditions.
• Must have strong customer service skills and a background in Telemarketing, Room Reservations, VIP Services or Casino Services preferred.
• High call volume or multi-line phone data entry/typing skills are strongly preferred.
• Ability to interact positively with guests and solve guest problems.
• Ability to follow directions with minimal supervision.
• Knowledge of proper telephone etiquette.
• Must be customer service oriented and have excellent verbal and written communication skills with the ability to multi-task and work independently.
• Ability to work in a challenging environment dealing with sensitive issues and maintain confidentially with strong attention to detail and excellent problem solving, organizational, and time management skills.
• Ability to maintain professional, courteous, and effective working relationships with all levels of the organization and outside business contacts.
• Proven intermediate skills in Windows, MS Office Programs (Word, PowerPoint, Excel), and experience with database systems. Ability to prepare reports, correspondence, charts, forms and other information and instructions.

Certificates, Licenses, Regulations

• Must be able to obtain and maintain a Class A/3 gaming license from the Stillaguamish Tribal Gaming Agency and Washington State.

Physical Demands and Work Environment

• Constantly requires the ability to receive detailed information through oral and written communication.
• The position requires exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
• Requires repetitive movement with the ability to stand and/or walk for an entire shift.
• Requires repetitive movement daily with sedentary work, occasional bending and crouching.
• This is a 24 hour, 7 days a week work operation.