Player's Club Host

Description

Essential Functions

• Portray a positive attitude under all circumstances, understand and represent the core values of Apache Casino Hotel and live the mission of providing exceptional service at all times
• Provide directions, assistance, and/or information necessary to ensure guest satisfaction
• Enroll guests in the Player’s Club and issue Player’s Club cards
• Provide Player’s Club support and service to club members and other casino visitors as assigned
• Participate in special casino promotions and create excitement for players
• Understand and comply with the Eye, Hi, Goodbye program
• Resolve guest disputes in accordance with authority or contact the reporting senior who may be able to solve the issue
• Monitor operation of all electronic gaming devices on the casino floor to ensure maximum guest satisfaction
• Ensure compliance with all applicable regulations, laws, internal policies/procedures, and control protocols
• Work effectively and cooperatively with team members and regulatory agency personnel
• Demonstrate an upbeat and outgoing demeanor while on the casino floor
• Ensure compliance with all casino and cash control policies, practices, and protocols
• Perform other related duties as may be assigned

• Understand and comply with the Eye, Hi, Goodbye program.
• Regular attendance is required.

• Due to the cyclical nature of the hospitality/casino industry, team members may be required to work varying schedules in order to meet the business needs of Apache Casino Hotel - days, evenings, graveyards, holidays and/or weekends.  We are busiest during weekends and holidays, events and peak seasons as they occur. There is a reasonable expectation you will be scheduled on duty and/or “on-call” during any of these times. 

Core Competencies

• Adhere to and act in accordance with all casino policies and procedures, and applicable federal, state and local regulations
• Competency to follow detailed procedures and ensure accuracy in documentation and data; carefully monitor processes; concentrate on routine work details and organize and maintain a system of records
• Ability to clearly present information verbally and in writing; read and interpret complex information; actively listen and talk with guests and team members
• Aptitude to stay informed of current industry trends; learn and apply new concepts and demonstrate career self-reliance; identify areas of opportunity and set and monitor self-development goals
• Demonstrate a high level of service delivery to ensure guest and team member satisfaction; handle service failures and prioritize guest and team member needs
• Capability to remain open-minded and change opinion on the basis of new information; perform a wide variety of tasks and change focus quickly as demands change; manage transitions effectively from task to task; adapt to varying team member and guest needs 
• Prepare for known problems and opportunities in advance; willingness to undertake additional responsibilities and respond to situations as they arise
• Maintain high standards despite pressing deadlines; produce accurate work product; test new methods thoroughly; reinforce excellence as a fundamental priority
• Capable of using tact, maintaining confidences, and fostering an ethical work environment; giving proper credit to others, and handling situations honestly
• Ability to adapt behavior to others’ styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce
• Able to develop rapport with others and recognize their concerns and feelings; build and maintain long-term associations based on trust; help others
• Act in accordance with established guidelines; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures; recognize and constructively conform to written rules or practices
• Share due credit with team members; display team spirit, enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from fellow team members
• Ability to operate various types of equipment used in your department, for example personal computers, printers, copy machines, facsimile machines, and telephone    

Physical Demands and Work Environment

The physical demands and work environment characteristics described are representative of those that must be met by a team member to successfully perform the essential job functions.

While performing job duties the team member may occasionally sit, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The team member regularly stands for prolonged periods, and is occasionally required to walk, climb or balance, and stoop, kneel, crouch, or crawl.  The team member must occasionally lift up to 25 pounds. 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 job duties the team member 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 team member is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The noise level in the work environment varies from light to moderate, and there are fluctuations in lighting due to flashing lights from slot machines and band lighting.

At a minimum, the selected candidate will be required to pass a background check and drug-screening test, and obtain a gaming license.

Qualifications

Minimum Qualifications

• High school diploma or GED preferred
• Two years of guest relations experience
• Strong, effective, written and oral communication and interpersonal skills
• Friendly and outgoing, with conflict resolution skills and the ability to solve problems
• Experience multi-tasking while maintaining outstanding service
• Working knowledge of personal computers and Microsoft Office products
• Ability to read and interpret a variety of instructions furnished in written, oral, diagram, or schedule form