Guest Service Representative

Description

SUMMARY:     Primarily responsible for attending the Player’s Club station while building relationships with guest in ways that enhance customer loyalty and develop the casino's business and enhance the player's experience through efforts such as complimentary food and beverage service to encourage return visits by the player. Provides exceptional customer service to Club members while staffing the Player’s Club station as needed. Whether on the floor or at the Player’s Club, the Guest Services Representatives is responsible for communicating program features, assisting with, and encouraging membership registration as well as providing excellent customer service to patrons while on SNGE property. The ultimate objective of this position is to help advance the Seminole Nation by delivering value and signature moments every day.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include, but are not limited to the following:

    Promptly and graciously, greet each guest.
    Occupy the Player’s Club station, make promotional announcements, and conduct promotions
    Provide information and assistance to guest regarding the Players Club program and/or promotions,   casino amenities and events.
    Focus on strong guest service.
    To develop club membership, communicate with casino operations.
    Enrolls new members/enters onto the database ensuring accurate and complete data entry, issues Player Club cards and instructions while attending to the Player’s Club station.
    Professionally and efficiently provides guest customer service.
    Remains knowledgeable of casino programs, events, promotions, and Player’s Club to provide an accurate release of information.
    Participate in casino/club activities/events, by contributing to an exciting atmosphere when utilizing the PA system, with direct guest contact and in all dialogue promoting SNGE operations.
    Maintains a clean and organized workstation at all times.
    Comply with regulatory laws, employee handbook, department policy and procedures, safety codes, etc.
    Promotes a clean, safe and healthy work environment for employees and guests. Promptly reports all concerns to Director of Marketing.
    Ensure that operation of equipment, tools and materials are handled in a safe manner
    Must be able to listen effectively to customers.
    Maintain confidentiality and integrity of any and all activity of guests and their accounts
    Learns on-going promotions and is able to explain the promotions to customers.
    Engages with customers to build rapport and customer loyalty.
    Promotional execution through the player tracking system (PTS) and Promotional Kiosk.
    Promotional PTS & Kiosk troubleshooting.
    Ability to execute minimal PTS/Kiosk promotional reports.
    Follows the casino's procedures to resolve customer complaints and issues.

Qualifications

KNOWLEDGE AND SKILLS - EXPERIENCE and/or EDUCATION:

One (1) year to three (3) years of similar or related experience. Equivalent to a high school education.

MANAGERIAL RESPONSIBILITY:

Has no supervisory responsibility.

PROBLEM SOLVING:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests.  Must be a Team Player. 

PHYSICAL DEMANDS:

The work requires moderate physical exertion such as long periods of standing, repetitively lifting lightweight objects with frequent bending or stooping, recurring lifting of moderately heavy items. Occasionally lifts heavy objects over 50 pounds.

WORKPLACE ENVIRONMENT:

The job is performed indoors with frequent exposure to loud noises and fumes (e.g., cigarette smoke).