Players Club Representative

Category: Casino
Status: Non-Exempt
Reports To: Guest Experience Manager

Job Description

As a Players Club Representative at Ellis Island Casino, you will play a vital role in fostering a positive, engaging, and personalized experience for our valued guests. You will be the face of the Players Club, responsible for educating new and existing members about the benefits of the loyalty program, assisting with account management, and delivering excellent customer service. Your goal is to enhance guest satisfaction, increase member retention, and promote the overall success of Ellis Island Casinos? loyalty program.

Benefits

• Medical
• Dental
• Basic Life Insurance (included with the dental plan)
• Vision
• Short-term Disability
• Combo plan covering accidents, hospitalizations, and critical illnesses
• Free on-site parking
• One free meal per shift
• Paid time off
• Eligibility to participate in a 401(k)-retirement plan (after 6 months of successful employment)

Location

In-person in Las Vegas, NV, 89109: Reliably commute or plan to relocate before starting work (required).

Responsibilities

• Provide exceptional customer service to both new and existing Players Club members, assisting them with registration, account inquiries, and program benefits.
• Educate guests on the features and rewards of the Players Club program, including earning points, redeeming rewards, and exclusive offers.
• Update and maintain accurate member information in the system. Assist members in accessing their accounts, reviewing their points, and ensuring they understand how to maximize their rewards.
• Promote additional casino services, events, and promotions tailored to specific guest preferences, and drive program sign-ups.
• Assist in organizing and promoting exclusive Players Club events, tournaments, and member appreciation activities.
• Address guest concerns and issues in a professional and timely manner, escalating complex issues to higher management when necessary.
• Work closely with other departments to ensure a seamless experience for our players.
• Maintain accurate logs of member transactions, inquiries, and feedback.
• Ensure all activities comply with casino policies, regulations, and security protocols.

Skills / Experience

• High school diploma or equivalent required.
• At least 21 years of age or older.
• Previous customer service experience, preferably in a casino or hospitality setting, is a plus.
• Experience in a sales-driven environment is a plus.
• Strong interpersonal skills with a customer-first mindset.
• Excellent communication skills, both verbal and written.
• Ability to multitask and work in a fast-paced environment.
• Basic computer skills, including proficiency in MS Office.
• Ability to maintain a positive and professional attitude while handling guest concerns.
• Flexibility to work evenings, weekends, and holidays as needed.
• Must be able to obtain a Nevada Gaming Registration Card.
• The ability to submit to a background check and drug test is required.

Physical Requirements

• Ability to stand and walk for extended periods of time.
• Ability to lift and carry materials up to 25 lbs.
• Ability to speak effectively and clearly.
• Use hands to handle objects and operate machinery.
• Ability to be exposed to smoke and noise levels between moderate to loud on the casino floor.

This job description is not an exhaustive list of all functions required for this position. Duties and/or responsibilities may be subject to revision to meet business needs.

Core Values

• Service - Personalized, warm, and consistently exceptional customer service.
• Value - Committed to deliver quality products for great prices.
• Growth - Promote personal development and growth for all team members.
• Family - Create a family-like environment by staying close to our guests and our team members.
• Passion - Work with passion and enthusiasm every day.