Players Club Representative

The incumbent in this position will promote and maintain the utmost integrity and the highest caliber of customer service to all patrons and employees of Belterra Park Gaming.

GENERAL ACCOUNTABILITIES

(The following statements are intended as general illustrations of the work in this job class and are not all inclusive for specific positions.)

• Responsible for developing relationships and keeping ties and communication with targeted guests through personal contact (i.e., phone, mail, e-mail, in person, etc.).
• Uses discretionary authority to arrange accommodations and amenities (i.e., shows, hotel, restaurant and transportation).
• Manages, handles and resolves player problems.
• Responsible for maintaining goodwill with all guests.
• Ensures guests are aware of events, promotions and entertainment and responds guests accordingly.
• Provides complimentary according to established guidelines and sound business practices.
• Complies with state and local regulatory requirements.
• Builds relationships with target players using contact strategy through a variety of on property, inbound and outbound channels (i.e., phone, mail, e-mail, etc.)
• Leverages property amenities/programs to targeted players
• Utilizes the player computer systems for the purpose of tracking complimentary items to qualified guests based on comping guidelines.
• Collaborates with work-group and all support departments to ensure player satisfaction.
• Communicates all relevant information to co-workers and management to maintain consistency and avoid potential problems.
• Works with team members to achieve common goals.
• Maintains high standards of courtesy, professionalism and discretion in all communications to, about, or with customers including their arrangements and finances.
• Maintains confidentially of all players accounts.
• Maintains security and confidentiality of files record and lists.
• Incumbent is not permitted to accept gratuities.

WORKING CONDITIONS/ESSENTIAL FUNCTIONS

• Sales Excellence: Leveraging sales techniques to maximize performance.
• Passion for Service: Internally motivated to graciously serve, delight and build player loyalty.
• Drive: Harnessing energy and passion to excel.
• Customer / Commercial / Market Awareness: Anticipating and listening to customer needs / looking outside our world.
• Influence: Engaging others to succeed.
• Professional Excellence: Applied functional / business knowledge; professionalism, composure, effectiveness.

JOB QUALIFICATIONS

• One to three years’ experience casino/hotel, customer service, host, or telemarketing experience required.
• College degree or equivalent experience preferred but not required.
• Ability to think independently in making decisions to maximize customer service experience and program profitability.
• Ability to effectively manage time and perform multiple tasks simultaneously.
• Must have a systematic and process oriented mindset to ensure seamless end-to-end customer experiences.
• Excellent interpersonal skills required.
• Must have excellent oral and written communication skills.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Physical Setting:

• Casino

Schedule:

• Day shift
• Evening shift
• Night shift

Experience:

• Marketing: 2 years (Preferred)
• Sales: 2 years (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: In person