ACE Club Representative- F/T (32597)

Agua Caliente Casinos; Cathedral City (CA); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading entertainment facility in California seeks an ACE Club Representative to be the initial guest contact, handle data entry and promote guest loyalty. The ideal candidate has a high school diploma, customer service experience, and strong communication skills. Responsibilities include assisting guests with reservations, managing promotional programs, and ensuring excellent guest service. This position requires the ability to stand for long periods and lift items up to 25 lbs.

Qualifications

• Good oral and written English communication skills.
• Computer literate with experience in customer service.

Responsibilities

• Serve as initial guest contact and record database information.
• Assist guests with reservations and transportation.
• Issue complimentary items and manage guest relations.

Skills

Customer service

Communication skills

Multilingualism

Education

High school diploma or GED

Customer service experience or training

Job description

Overview

ACE Club Representative- F/T (32597) at Agua Caliente Casinos

Role involves serving as initial guest contact and data entry for ACE Club database information, developing guest loyalty, and supporting marketing and guest services initiatives.

Job Description Summary

Serve as initial guest contact and key data entry clerk for ACE Club database information. Identify and gather information on valuable guests through observation, analysis, personal contact and service. Develop guest loyalty, relationships and direct marketing programs. Provide services to respond to guest requirements. Conduct informal surveys and queries.

Essential Duties And Responsibilities

• Convey terms of ACE Program and explain qualification requirements to prospective gaming guests.
• Assist in making reservations for guests for outlets on property as deemed appropriate and may assist in arranging transportation.
• Identify and initiate relationships with new guests for possible enrollment into the players club.
• Record and report database information to management; may assist in updating database files.
• Assist guests both over the phone and in person.
• Issue complimentary items for guests as designated by management.
• Issue and reprint club cards to guests.
• Provide excellent guest service through clear communication of all marketing activities and promotions and amenities available to guests.
• Assist in the implementation of promotional programs designed to attract and retain large groups of new and existing customers to the casino (e.g., slot tournaments, show tickets, buses, off-property events).
• Perform cash and credit card transactions associated with event ticket sales when assigned to the box office.
• May assist with special events and promotions as required.
• Maintain the highest level of professionalism while managing sensitive issues; demonstrate empathy and provide thoughtful, prompt resolutions.
• Available to work nights, weekends and holidays.
• Oversee and/or participate in formal and informal surveys and queries.
• Must be able to conduct tours of the gaming floor and other related facilities and possess knowledge of all Tribal properties and entities.
• When acting as gift shop clerk, ensure bank is counted and balanced with the Cash Cage; assist in maintaining redemption items inventory and recommend purchase of incentives/merchandise.
• Clears, cleans, resets, and maintains station during shift.
• Handles guest receipts according to internal casino policy.

Supervisory Responsibilities

None

Access to Sensitive Areas and Information

As per the ACGC Access Matrix

Signatory Ability

Bank authorization slip; Complimentary vouchers per complimentary matrix

Qualifications

Education and/or Experience

• High school diploma or GED.
• Some demonstrated customer service experience and/or training or a combination of education and experience.
• Computer literate with good oral and written English communication skills.
• Multilingual desirable with good phone etiquette.

Working Conditions/Physical Demands

To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ mile, climbing stairs and standing at a desk/workstation for the duration of the shift. Must be able to work in a smoke-filled environment. Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and have sufficient dexterity of hand to use office equipment including a computer keyboard, calculator, general office equipment and multi-line telephone.

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