Rep - Players Club (Part Time)

POSITION SUMMARY

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 accommodation for mid to high-end guests as requested.
• Handle difficult customer interactions and direct 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 assigned with accuracy, thoroughness, and speed.

Education And /Or Experience Requirements

• This knowledge and these skills are typically acquired through a high school diploma or equivalent.
• This knowledge and these abilities are typically acquired through two months of on-the-job training; or through related customer service work experience.
• Computer literacy with good oral and written English communication skills required.
• Excellent phone etiquette and guest relations skills are also required.
• Multi-lingual skills preferred.

Additional Requirements

• Must obtain and maintain all licenses / certifications per Federal, State, and Illinois Gaming Commission.
• Must successfully pass background check.
• Prior experience in the Gaming industry is strongly preferred.
• Must be twenty-one (21) years of age.
• Must be able to work holidays and weekends, as well as flexible shifts.

Knowledge & Understanding

• Of the property’s regional gaming market.
• Of Casino marketing functions including, but not limited to data base, advertising and branding.
• 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.
• Of pertinent federal, state, and local laws, codes, and regulations.
• Of cash handling, marketing and sales techniques.

Ability

• To use card punch machine and slot card computer system in order to read and understand guest information, update guest records, and identify duplicate accounts.
• To deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• To routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
• To present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• To communicate clearly and concisely, both orally and in writing.
• To operate various types of office equipment.
• To establish and maintain effective working relationships with those contacted in the course of work.
• To be flexible to work varying shifts and time schedules as needed.
• This position spends time on the Casino floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.
• To be able to lift and carry up to 50 lbs.

Pay Range

$15 - $20