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.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:

- Provide exceptional guest service while building loyalty to Table Mountain Casino Player’s Club.

- Greets guests in a prompt, professional and courteous manner offering assistance, instruction, and advice on various types of slot machines.

- Greets guests with a smile and uses the guest’s name whenever possible.

- Explains benefits and advantages of the Players Club program; responds to guest questions.

- Redeems customer’s points for rewards a n d gifts according to established program guidelines; assists guests with promotion a l offers received via direct mail or other advertising venue.

- Enrolls patrons into the Player’s Club progr a m in a timely and accurate manner; enters customer data according to establish e d policies, procedures and guidelines.

- Encourages guests to participate in the casino’s promotions and special event activities.

- Evaluates members’ play and issues c o mps based on established policies and procedures.

- Informs and educates guests on casino e v ents, games, details and benefits of the Player’s Club, promotions, special offers, and other pertinent information.

- Assists in cleaning and maintenance of the Player’s Club areas and assists 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.

- Assist in keeping casino floor clean and presentable for guests.

- Ensure current promotional materials and signs are utilized.

- Encourage card usage to guests.

- Ensure compliances with all regulatory req u irements and policies and procedures, in all areas, at all times.

- Maintains confidentiality of all privileged information.

- Attends and participates in reg u larly scheduled staff meetings.

- Contributes to a team effort and accomplishes related results as required.

- Effectively and accurately uses Patron Management software as it pertains to enrolling new members and daily operation of the Player’s Club; promotes The Club membership.

- Welcome and offer assistance to every guest at assigned and designated locations.

- Greets 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.

- Issues 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.

- Assist Casino Host with player development.

- Performs other duties as required.

Direct Reports: None .

Access to Sensitive Areas: Access to guest personal information in Patron Management.

Signatory Authority: Pre-authorized and/or pre-assigned Players Club redemptions and comps .

Minimum 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 pu b lic 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, Acc e ss, and presentation software (such as PowerPoint).

- Ability to communicate effectively, both verbally and in writing.

- Ability to interact and maintain good worki n g 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 instructi o ns 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 .

Must be able to work Nights, Weekends, and Holidays