What are the responsibilities and job description for the Players Club Lead position at Fantasy Springs Resort Casino?
Summary:
Responsible for supervising the Players Club Representatives during an assigned shift. Will work closely with Players Club Manager in ongoing operation and administration of the Club and Bus area. Develop loyalty and relationships with guests. Provide services to respond to guest requests or concerns.
Essential Duties and Responsibilities Include:
- Record and report database information to management; may assist in updating database files.
- Provides high quality customer service and hospitality in the execution of assigned duties to include, but not limited to, greeting customers, arranging customer requests, handling customer complaints, and assisting customers at the Club and Bus area.
- Communicate vital information regarding policies and/or promotional changes with the Bus Area or Club to Players Club Representatives.
- Communicate to Players Club Manager any issues regarding Players Club Representatives and/or Club and Bus Area.
- Must possess superior guest service skills and project mature presence and confidence.
- Manage and have the ability to calm difficult or emotional customers in any situation.
- Responds promptly to customer needs; listens to customer feedback to improve service.
- Assists with Casino promotions and special events, as needed, and provides excellent customer service while assisting in casino promotions and special events.
- Writes an end of shift report stating any unusual events and reporting promotional accounts of the day to the Manager.
- Reports any call outs or infractions made by Players Club Representatives to the Manager.
- Extends yourself by lending a hand whenever possible. Works as a team member within the Club and Bus area.
This position is not limited to those duties listed in the job description. Duties and responsibilities can be changed, expanded, reduced or deleted to meet business needs of the company.
Supervisory Responsibilities:
Carries out Supervisory responsibilities in accordance with the organization policies; such as training employees; planning, assisting and directing work; entering free slot play on guests’ accounts up to authorized limit; addressing complaints and resolving problems. Have the ability to make sound decisions and find solutions to problems when necessary; be proactive in reporting problems and requesting assistance.
