Players Club Representative (Part Time)

About the role

The incumbent in this position is responsible for the effective communication of the Player’s Club program; determines whether minimum qualifications for complimentary services and/or goods have been met, informs guests of all aspects of Player’s Club, and promotes the Player’s Club program to guests on the casino floor.

Essential Functions

• Create an atmosphere that induces guests to make Hard Rock Casino Rockford their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service.
• Service all customers at the customer service booths and VIP room; greet bus arrivals; conduct property tours; and assist in promotional events.
• Provide excellent guest service to mid and high-end guests by providing information pertaining to their comp limits, special services, and amenities available as well as any special targeted player events.
• Audit and issue limited comps to mid and high-end rated players based on established guidelines.
• Cook up and track comp paperwork, including room, food and beverage, special events and transportation for Casino/Executive Host, VIP Services, and casino personnel.
• Coordinate reservation responses for special events and necessary accommodations for mid to high-end guests as requested.
• Handle difficult customer interactions and directs other customer disputes to the appropriate authority.
• Control and monitor access to VIP amenities by tracking each member’s visit.
• Keep current with and can execute all player recognition programs (e.g., member card, cash back programs, comping, etc).
• Consistently display positive attitude and high service standards.
• Respond to customer and co-workers’ inquiries in a prompt and courteous fashion.
• Perform data entry, documentation, inventory, and other administrative duties as assigned with accuracy, thoroughness, and speed.

Requirements

• High school diploma or equivalent.
• Two months of on-the-job training or related customer service work experience.
• Computer literacy with good oral and written English communication skills.
• Excellent phone etiquette and guest relations skills.
• Prior experience in the Gaming industry strongly preferred.
• Must be twenty-one (21) years of age.
• Must be able to work holidays and weekends, as well as flexible shifts.

Additional Requirements

• Must obtain and maintain all licenses/certifications per Federal, State, and Illinois Gaming Commission.
• Successfully pass background check.
• Knowledge of and experience in the property’s regional gaming market.
• Knowledge of Casino marketing functions including, but not limited to data base, advertising and branding.
• Knowledge of procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
• Knowledge of pertinent federal, state, and local laws, codes, and regulations.
• Knowledge of cash handling, marketing and sales techniques.
• Ability to use the card punch machine and slot card computer system in order to read and understand guest information, update guest records, and identify duplicate accounts.
• Ability to operate various types of office equipment.
• Ability to lift and carry up to 50 lbs.

Qualifications

• Knowledge of and experience in the property’s regional gaming market.
• Knowledge of Casino marketing functions including, but not limited to data base, advertising and branding.
• Knowledge of procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
• Knowledge of pertinent federal, state, and local laws, codes, and regulations.
• Knowledge of cash handling, marketing and sales techniques.
• Ability to use the card punch machine and slot card computer system in order to read and understand guest information, update guest records, and identify duplicate accounts.
• Ability to operate various types of office equipment.
• Ability to lift and carry up to 50 lbs.

Skills

• Customer service skills.
• Communication skills.
• Computer literacy.
• Phone etiquette.
• Handling difficult customer interactions.
• Compelling and engaging presentation skills.
• Ability to work flexible hours and weekends.

Benefits

Comprehensive benefits package that allows team members to stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.

Pay

$15 - $20/hour

Schedule

Varying shifts and time schedules as needed.