Players Club Representative FT

Position Summary

Under general direction from the Players Club Supervisor, responsible for promoting a positive customer experience by educating guests on the benefits of the Players Club in a prompt, professional and courteous manner.

Essential Duties & Responsibilities

• Provide exceptional guest service while building loyalty to Table Mountain Casino Player’s Club.
• Greet guests in a prompt, professional and courteous manner offering assistance, instruction, and advice on various types of slot machines.
• Greet guests with a smile and use the guest’s name whenever possible.
• Explain benefits and advantages of the Players Club program; respond to guest questions.
• Redeem customer’s points for rewards and gifts according to established program guidelines; assist guests with promotional offers received via direct mail or other advertising venue.
• Enroll patrons into the Player’s Club program in a timely and accurate manner; enter customer data according to established policies, procedures and guidelines.
• Encourage guests to participate in the casino’s promotions and special event activities.
• Evaluate members’ play and issue comps based on established policies and procedures.
• Inform and educate guests on casino events, games, details and benefits of the Player’s Club, promotions, special offers, and other pertinent information.
• Absorb guests in the Player’s Club areas and assist in maintaining inventory of supplies.
• Confirm by observation/testing that kiosk/promotions are working properly. Inform Event Coordinator or Players Club Supervisor of any issues found.
• During promotional drawings acknowledge the winner of the Marketing Rules and ensure all paperwork is completed and submitted.
• Walk casino floor assisting guests with issues, and inform them of club promotions.
• Absorb guests in the casino floor cleaning and maintaining its cleanliness and presentability for guests.
• Ensure current promotional materials and signs are utilized.
• Encourage card usage to guests.
• Ensure compliance with all regulatory requirements and policies and procedures, in all areas, at all times.
• Maintain confidentiality of all privileged information.
• Attend and participate in regularly scheduled staff meetings.
• Contribute to a team effort and accomplish related results as required.
• Effectively and accurately use Patron Management software as it pertains to enrolling new members and daily operation of the Player’s Club; promote The Club membership.
• Welcome and offer assistance to every guest at assigned and designated locations.
• Greet buses that arrive on property by going on bus and providing appropriate and accurate explanation of The Club as well as giving guests any necessary Bus information/packages.
• Identify and establish prospective players club members and thoroughly explain the benefits of membership in The Club.
• Issue complimentary services and assist with redemption transactions according to the guidelines set forth in the Casino wide matrix.
• Participate in promotions, events and sponsorships as needed.
• Must be aware and have a thorough understanding of all Casino promotions, giveaways, events and general casino information.
• Absorb Casino Host with player development.
• Perform other duties as required.

Direct Reports

None.

Qualifications

• High School Diploma or equivalent is required unless waived by Human Resources Management.
• Six (6) months of one-on-one customer service experience utilizing excellent communication and interpersonal skills is desired.
• Bilingual in English/Spanish or English/Asian languages is a plus.
• Must be 21 or older.
• Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license.

Knowledge, Skills and Abilities

• Knowledge of basic math and arithmetic.
• Knowledge of principles and practices of public relations, promotions, and marketing in a customer service oriented environment.
• Knowledge of computer utilization in marketing/business operations.
• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and presentation software (such as PowerPoint).
• Ability to communicate effectively, both verbally and in writing.
• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
• Ability to establish and maintain professional relationships with co-workers at all levels.
• Ability to work independently and meet strict time lines.
• Ability to interpret a variety of instructions furnished in written and oral form.

Physical Demands

While performing the duties of this job, the employee may be required to sit for prolonged periods, walk and stand; use hands for dexterity of motion; stoop, bend, kneel or crouch, and have normal auditory, visual acuity, and verbal communications skills. The employee must occasionally lift and/or move up to 40 pounds.

Work Environment

Work is generally performed in an office setting with a moderate noise level. Occasional work is performed in a Casino setting with exposure to second-hand smoke and a moderate noise level. Extended hours and irregular shifts may be required. Tight time constraints and multiple demands are common. Travel may be required.