Player Development Host

Tortoise Rock Casino; Twentynine Palms (CA); On-site; USD 32,000 - 52,000; Full time

Job summary

Tortoise Rock Casino in Twentynine Palms, CA is seeking a team member to coordinate Player Development workflows and enhance the guest experience.

You will act as a liaison between Host and Club staff, support casino events, and promote the 29 Rewards Loyalty Club while upholding safety and regulatory standards. Experience in casino or marketing is preferred and a strong service mindset is essential.

Qualifications

• High school diploma or GED is required.
• One year of casino or marketing experience preferred.
• One year of telemarketing experience preferred.
• Excellent customer relations, organizational and computer skills.

Responsibilities

• Provide outstanding customer service to guests and employees.
• Deliver our Five Star Experience by following service standards.
• Generate attendance for underperforming events.
• Act as liaison between Host and Club Representative to expedite requests.
• Coordinate with Marketing leadership to accommodate customers.
• Evaluate casino activity to determine complimentary items.
• Resolve disputes and maintain confidentiality of guest files.
• Promote benefits of the Loyalty Club to guests.
• Ensure compliance with MICS and TICS standards.
• Present a positive image of the Tribal organization to guests and vendors.
• Follow all safety policies and attend safety meetings.

Skills

Customer service

Organizational skills

Communication skills

Computer skills

Education

High school diploma or GED

Job description

Summary

This position is responsible for coordinating the workflow of Player Development Services between all facets of Player Development department and other departments across the property. In addition, we strive to deliver our Five Star Experience to Guests and fellow Team Members. This includes being committed to our Service Promise: We are the Twenty-Nine Palms Band of Mission Indians Team, where your experience is our top priority. Every person and detail matters.

Essential Duties And Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide outstanding customer service to guests and all other employees by exceeding our mission statement.
• Deliver our Five Star Experience to Guests and all Team Members by embodying our Mission Statement and Service Promise while adhering to department service standards. This entails consistency performing our service expectations of: Welcoming, Proactive, Seamless, Personalized and Valued.
• Generates attendance for underperforming special events.
• Act as a liaison between Player Development Host and Player’s Club Representative, communicating with both to expedite customer requests.
• Works in conjunction with Casino Marketing leadership team to ensure customers are appropriately accommodated.
• Evaluates customers’ casino activity to determine complimentary items.
• Resolves customer disputes and complaints in a professional and prudent manner.
• Establishes and maintains a close professional relationship with patrons to expand the player development base by communicating the Spotlight 29 and Tortoise Rock Player Development Host amenities and player club benefits.
• Excellent interpersonal skills with the ability to listen and verbally communicate with guests, employees and management.
• Maintain security and confidentiality of all guest files, records, lists and of all casino information.
• Effectively communicate to guests the benefits of the 29 Rewards Loyalty Club using persuasion skills and motivated enthusiasm.
• Ensure compliance with all Minimum Internal Control Standards (MICS) as well as all Tribal Internal Control Standards (TICS).
• Present a positive image of the Tribal organization to its guests and vendors and to assist them as required.
• Must follow all safety policies and procedures and attend all scheduled safety meetings and training as a condition of employment.
• Perform any other duties that may be assigned from time to time.

Supervisory Responsibilities

This job does not require supervisory duties.

Qualifications

Education And Experience (Must Be Documented)

• High school diploma or equivalent (GED).
• One (1) year of casino or marketing experience preferred.
• One (1) year of telemarketing experience preferred.
• Excellent customer relations, organizational and computer skills.

Certification, Licenses And Any Additional Requirements

• Must pass periodic random drug screens.
• Must be able to pass background suitability investigation.
• Must obtain a Tribal Gaming License.
• Must obtain all other applicable certifications and licenses.
• Must provide proof of eligibility to work in the United States within 72 hours of employment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use upper extremities, including but not limited to, hands and fingers to handle, or feel; reach with hands and arms. They may be occasionally required to climb or balance, stoop, bend, push, pull, twist, kneel, crouch, or crawl. The employee must occasionally lift up to 25 pounds and/or push, pull up to 50 pounds. The employee is occasionally required use repetitive movements to complete tasks. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Employee may be occasionally required to work in low light conditions, and may be exposed to loud noise for extended periods.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Multiple locations.
• Some enterprises are open 24 hours per day, 7 days per week; therefore, you must be flexible to work any and all hours.
• Must be available for emergency calls 24/7.
• Must be available to work weekend and holidays.
• Some enterprises are gaming facilities.
• Some enterprises are not a smoke‑free environment.
• Surveillance cameras and audio equipment monitor the premises recording activity throughout most of the facilities on 24 hours per day, 7 days per week basis.

Indian Preference Act

The Twenty-Nine Palms Band of Mission Indians has a resolution on file with Human Resources to ensure that Indian Preference will be adhered to in the following order in accordance with IPA:

1. Tribal Members

2. Other Native Americans

3. All other ethnic groups

Source: Hospitality Online