REP - PLAYERS CLUB (FULL TIME)

Job Description

Job Description

Overview

The incumbent in this position is responsible for the effective communication of the Player’s Club program; determines whether minimum qualifications for complimentary services and / or goods have been met, informs guest of all aspects of Player’s Club, and promotes the Player’s Club program to guests on the casino floor.

Responsibilities

ESSENTIAL FUNCTIONS :

These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Creates an atmosphere that induces guests to make Hard Rock Casino Bristol their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service.
• Service all customers at the customer service booths and VIP room; greet bus arrivals; conduct property tours; and assist in promotional events.
• Responsible for providing excellent guest service to mid and high-end guests by providing information pertaining to their comp limits, special services, and amenities available as well as any special targeted player events.
• Approve and issue limited comps to mid and high-end rated players based on established guidelines.
• Coordinate comp paperwork, including room, food and beverage, special events and transportation for Casino / Executive Host, VIP Services, and casino personnel.
• Coordinate reservation responses for special events and necessary accommodations for mid to high-end guests as requested.
• Handle difficult customer interactions and directs other customer disputes to the appropriate authority.
• Control and monitor access to VIP amenities by tracking each member’s visit.
• Keep current with and can execute all player recognition programs (e.g., member card, cash back programs, comping, etc).
• Consistently display positive attitude and high service standards.
• Respond to customer and co-workers’ inquiries in a prompt and courteous fashion.
• Perform data entry, documentation, inventory, and other administrative duties as assigned with accuracy, thoroughness, and speed.
• Adhere to all Company and departmental policies, procedures, and practices. Report all irregularities to the appropriate party.
• Adheres to all Virginia Gaming Regulations.

NON-ESSENTIAL JOB FUNCTIONS

Qualifications

EDUCATION AND / OR EXPERIENCE REQUIREMENTS :

Related education and experience may be interchangeable on a year for year basis)

This knowledge and these skills are typically acquired through a high school diploma or equivalent. This knowledge and these abilities are typically acquired through two months of on-the-job training; or through related customer service work experience. Computer literacy with good oral and written English communication skills required. Excellent phone etiquette and guest relations skills are also required. Multi-lingual skills preferred.

ADDITIONAL REQUIREMENTS : (Licenses, Certifications, Testing, etc.) :

KNOWLEDGE OF :

ABILITY TO :