Players Club Representative (Full-Time)

Job Description

Job Description

PLAYERS CLUB REPRESENTATIVE

Job Description & Core Responsibilities

Department: Players Club

Reports To: Players Club Manager

FLSA Status: Non-Exempt

Pay Grade: 5

Gaming Class: Compact/Gaming 

Position Summary:

The Players Club Representative is responsible for providing top-notch customer service to guests and members of our loyalty program. The incumbent will assist with enrollment, account management, and redemption of rewards, while ensuring all interactions are professional and pleasant. The Players Club Representative will also have a strong understanding of the casino industry and be able to use player data to provide valuable insights and recommendations. 

Shifts available: Sunday and Thursday (3pm - 11pm) Friday and Saturday (4pm-12am)

Core Duties and Responsibilities:

The Players Club Representative is responsible for the following duties:

• Greet and welcome casino guests in a friendly and professional manner, making them feel valued and appreciated. 
• Provide outstanding customer service by answering guest inquiries, resolving complaints, managing difficult situations, and providing accurate information about the casino, promotions, loyalty programs, and other amenities. 
• Assist with the enrollment process of loyalty program members, including accurate data entry, issuing rewards, and managing redemptions and coupons. 
• Sell event tickets, promote casino promotions, and make announcements over the loudspeaker to inform guests about special events and offers. 
• Work collaboratively with other departments, such as Player Development and Marketing, to ensure smooth operation of player events, promotions, and special initiatives. 
• Maintain an organized work area, ensuring a clean, safe, and welcoming environment for guests and employees. 
• Represent the casino with integrity, professionalism, and a customer-focused attitude always.
• Perform additional tasks as assigned by management to ensure guest satisfaction.

Competencies:

• Meets the company’s guest service standards.
• Demonstrates teamwork/gets along well with co-workers.
• Is reliable and dependable.
• Demonstrates strong communication skills.
• Follows company and departmental policies and procedures.
• Demonstrates a positive attitude.
• Responds well to constructive criticism.

Qualifications – Education and Experience:

Minimum Qualifications:

• Experience in customer service or a related field.
• Proficient in basic computer skills and data entry.
• Able to work flexible hours, including weekends and holidays.
• Excellent communication and interpersonal skills.
• Must be at least 18 years of age.

Preferred qualifications:

• Previous experience in the casino industry or with player tracking systems.
• Knowledge of loyalty or reward programs.
• Able to handle high-stress situations with ease and composure.

Work Environment:

The work environment is fast-paced and requires overall good mental and physical health. 

Physical Demands:

Job-specific abilities and requirements include:

Ability to stand, and/or sit, and/or walk extended periods of time.
Ability to lift up to 50 pounds.
Ability to perform repetitive motion from use of a computer.
Ability to tolerate various scents, noises, and bright lights.

Preference:
It is the policy of the Bois Forte Band, pursuant to tribal and federal law, to give preference to qualified Native Americans in hiring, promotion, and departmental transfers. Preference will be extended to members of the Bois Forte Band, members of other federally recognized tribes and to status Natives born in Canada.