Players Club Representative - On Call

Casino Guest Services Representative

Must be 21 years of age or older

Must have casino experience.

Must work weekends

Essential duties and responsibilities include, but are not limited to, the following:

• Answer calls and process requests from guests. Make return and follow up calls to maintain proper communication with guests.
• Walk the casino floor to meet and greet new and established guests. Sign up new players as needed.
• Make constant contact with both internal and external guests to provide optimal guest service. This includes contact with various departments to provide/obtain pertinent information needed to ensure proper guest service is provided.
• Listen and respond to guest inquiries using a positive, clear speaking voice. Troubleshoot guest's concerns regarding data entered the tracking system, answer questions and offer assistance to provide guest satisfaction, referring to the appropriate supervisor when necessary.
• Promote the success of Infinity Rewards by creating new accounts, making replacement cards, explaining club program in detail and demonstrating the various methods of use.
• Build and maintain good relationships with our frequent VIP guests.
• Assist the Promotions team with tournaments, telemarketing, drawings, and special event nights, as needed.
• Evaluate members play and issues complimentary based on established guidelines.
• Evaluate and qualify guests for participation with casino floor promotions.
• Utilize all aspects of the Player Tracking System.
• Communicate new ideas to upper management to improve productivity.
• Maintain a working knowledge of the property as well as current and upcoming special events in order to advise guests and fellow Team Members, whenever possible.
• Assist Shift Managers and Casino Hosts with Infinity Rewards, Promotions, and marketing-related matters, as needed.
• Assist guests with reservations for restaurants, hotels, etc.
• Facilitate the effective flow of information by attending regularly scheduled departmental meetings.
• Routinely inspect stock of Infinity Rewards printed materials and restock same, as needed.
• Any other duties as assigned within the scope of this position.

Knowledge/skills/abilities:

• Effective communication and excellent time management.
• Define and solve practical problems and deal with a variety of situations in a calm, professional manner.
• Ability of complex reading, writing, and task completion as well as simple math skills is required.
• Must have the following skills: clerical, compiling, coordination, analyzing, instructing, precision working, following instructions, influencing others, memorization, problem solving, independent judgment, and decision making.
• Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 21 years of age.

Education and/or experience:

Previous experience in casino/resort industry is preferred or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

Certificates and licenses:

Must be able to maintain appropriate Gaming License & Alcohol Awareness card.

Physical demands:

While performing the duties of this job, the team member is occasionally sitting, walking, reaching overhead, bending over, crouching, kneeling, crawling, balancing and constantly standing during the duration of their shift. Must be able to lift/carry or push/pull 10lbs or less constantly and up to 75lbs occasionally. The team member will constantly have repetitive use of both hands and require frequent light grasping motions and occasional firm/strong grasping motions. Finger dexterity of both hands will be constantly required. Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision. The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work environment:

Work performed consistently indoors alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others around computer equipment, mechanical devices, and other electrical devices. The noise level in the work environment is usually moderate but can be loud at times. Team Member may be exposed to odor and/or secondhand smoke. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Grand Sierra Resort and Casino