Lead Players Club Representative

Job Overview

Signs up new guest into the players club database. Informs guests of current and upcoming property promotions. Provides excellent customer service. Work area in compliance with the Department of Business and Professional Regulation (DBPR) and other applicable State and Federal laws and regulations.  Assist in maintaining good public relations with patrons. Comply with safety and security standards of the corporation and comply with pre-determined internal control procedures.

Essential Duties and Responsibilities

• Actively promotes the players club by walking the casino floor and signing up new guests.
• Provides outstanding, courteous, and efficient service to our guests.
• Maintains a working knowledge of the club, in order to effectively explain to guests.
• Maintains a working knowledge of the property, as well as current and upcoming special events, in order to advise guests and fellow employees of same, whenever possible.  
• Assists Players Club Manager, and other Marketing personnel with Club related matters and feedback.
• Resolves minor customer conflicts, which relate to the Players Club.
• Handles customer issues via phone, email or in person and assure that our guests are receiving the highest levels of customer service in the absence of the Players Club Manager.
• Exercises complimentary authority and free play issuance to assure patron satisfaction.
• Troubleshoots inconsistencies with the slot rating system in the absence of the Players Club Manager. 
• Facilitates the flow of information, by attending regularly scheduled departmental meetings.
• Routinely inspects stock of Club printed material, and re-stocks same, as needed.
• Issues rewards for guests when appropriate level of play has been established.
• Provides directions, assistance, and/or information as may be required to ensure customer satisfaction within company guidelines.
• Ensures compliance with all applicable regulations, laws, internal policies/procedures, and internal control protocols.
• Demonstrates an upbeat and outgoing demeanor while on duty.
• Maintains a consistent and regular attendance record.
• Additional or different responsibilities or duties, which are consistent with the position summary, may be assigned at the discretion of the Players Club Manager.

Qualifications 

• High school diploma or GED preferred.  
• Requires the knowledge, skills, and abilities to work with personal computers, player tracking systems, gaming devices, safety equipment, etc. 
• Must be able to work effectively with peers, staff members, and regulatory agency personnel.
• Strong computer and customer service skills required.
• Strong written and oral communication skills required.
• Ability to solve problems and deal with a variety of situations.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands and Work Environment

• The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is required to stand a majority of the time as well as sit on a stool type chair; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to walk; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 20 lbs.   Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• While performing the duties of this job, the employee is regularly exposed to risks associated with travel between buildings and back and forth to other areas as may be required due to business demands. The employee is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult guests or staff members. The noise level in the work environment varies from light to moderate.

Licenses, Certifications, Registration: Requires a Professional Combo Occupational License.