PLAYERS CLUB HOST

Sandia Resort & Casino; Albuquerque (NM); Sur place; USD 21 000 - 24 000; Plein temps

Résumé du poste

Sandia Resort & Casino in Albuquerque, NM seeks a friendly Players Club host to promote Peak Rewards, assist guests with sign-ups, and explain benefits. This full-time role supports promotions, prints cards, and helps guests navigate the casino's loyalty program.

You will work swing shifts, interact with guests, process promotions, and balance responsibilities such as ticketing and cash handling with attention to accuracy.

Qualifications

• High School Diploma or GED.
• One year of customer service experience.
• Must be at least 21 years of age.

Responsabilités

• Promotes Peak Rewards membership and explains benefits.
• Assists guests with Peak Rewards sign-up and applications.
• Prints Peak Rewards cards.
• Logs and tracks promotions and prize redemptions.
• Explains how to use Peak Rewards with casino games.
• Performs promotional drawings and events coordination.
• Operates Box Office and handles ticketing, cash, and reconciliations.
• Provides information about casino promotions and events.

Connaissances

Customer service experience

Strong communication

Guest service

Money handling

De-escalation

Ability to work weekends/holidays

Formation

High School Diploma or GED

Outils

Konami system

Box Office system

Windows operating system

Description du poste

Job Details: Job Location: Albuquerque, NM 87113, Position Type: Full Time, Education Level: High School, Salary Range: $15.58 - $17.52 Hourly, Job Shift: Swing, Job Category: Casino,

Position Summary

The Players Club host promotes our Peak Rewards loyalty program (Players Club), assists guests with the membership process and explains the associated benefits and perks.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contributes towards the ongoing success of the Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities

• Communicates with guests the benefits of Peak Rewards including sign-up, rules and overall membership perks
• Assists guests with the Peak Rewards application process
• Prints Peak Rewards cards
• Makes notations in members accounts regarding significant communications, promotions, mailings, fraudulent activity, redemptions, etc. as outlined by the Player’s Club Policies and Procedures.
• Explains how to use Player’s Club card in slot machines and at table games.
• Upon request, informs members of promotions including official rules and regulations May make PA announcements pertaining to promotion drawing times, announcing winners and general promotional information
• Assists in executing promotional drawings and promotional games (wheel spinning, cash cage etc.) and identify winner(s) by verifying player’s card and valid ID
• Communicates with appropriate departments (poker, bingo, etc.) name(s) of guest(s) which have been drawn for promotions as well as the confirmed winner(s) of promotions and any unclaimed prizes.
• Logs all winners and unclaimed prizes on manual promotion forms for tracking and “tag” winners of promotions via the computer-based system (Konami).
• Distributes and logs promotional collateral
• Logs customer account the distribution of promotional items (e.g., jackets, hats, shirts, gaming packages, match-plays, coupons, gifts, generic player cards, etc.) May be asked to attend and promote the Casino at offsite promotional events
• Distributes promotional items and maintains a zero-variance inventory
• Provides general information to guests about the Casino and all Casino promotions and events
• Makes general information announcements and pages customers using a PA system.
• Operates the Box Office to sell tickets and provide general information for all ticketed concerts and events
• Responsible for Box Office cash, credit card, coupons, vouchers, and redemption forms
• Must balance box office cash drawer and reconciling paperwork for accounting and auditing purposes with zero-variance of all tenders
• Follows service standards set forth by management to elevate guest experience.
• Performs other duties as assigned.
• Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo of Sandia.

Additional Responsibilities

• Serves as the initial point of contact for guest inquiries in a courteous and attentive manner.
• Reflects a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur.
• Resolves all issues in a timely manner, ensuring guest satisfaction and exceeding expectations.
• Possesses knowledge and understanding of all products and services offered.
• Builds relationships with guests based upon respect, and confidence while maintaining a friendly, and approachable demeanor.

Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, and Abilities

• Strong communication skills
• Works effectively with the general public
• Ability to deescalate and diffuse volatile guest situations.
• Maintains a high level of professionalism
• Provides excellent guest service including professional enthusiasm for the product
• Builds strong guest relationships through personalized service.
• Relays from memory and/or references procedure manual regarding all official rules and regulations for events and promotions to Players Club members
• Uses common sense with guests, internal personnel, vendors, and any other individuals regarding chain of command for pertinent information about any promotions, rules and regulations for the Player’s Club and casino
• Identifies and reports fraudulent activity of Player’s Club members
• Proven exemplary customer service, sales, and/or marketing skills.
• Ability to work all hours, including weekends and holidays.
• Ability to organize thoughts and write clearly and concisely in order to complete documents, forms, logs and account reconciliation sheets.
• Ability to stand for long periods of time.
• Ability to adhere to strict service standards
• Ability to lift heavy merchandise
• Knowledge of computer systems and use of Windows operating systems
• Ability to quickly learn various computer applications, data processing and data entry

Qualifications: Education and Experience Required

• High School Diploma or GED certification.
• One (1) year of customer service experience.
• Six months previous money handling experience.
• Must be at least 21 years of age.
• Note: Relevant work experience or education may be substituted to satisfy education and/or work experience.

License/Certifications/Registrations

• Must be able to obtain and maintain the required STGC Gaming License
• Will require a pre-employment and random drug screening.

Physical Requirements/Working Conditions

• PullingUsing upper extremities to exert force to draw, haul, or tug objects in a sustained motion.
• PushingUsing upper extremities to press against something with steady force to thrust forward, downward, or outward.
• ReachingExtending hand(s) and arm(s) in any direction.
• SeeingThe ability to perceive the nature of objects by the eye.
• WalkingJob requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.
• SittingParticularly for sustained periods of time.
• StandingParticularly for sustained periods of time.
• StoopingBending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
• BendingThis factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
• TalkingExpressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Work hours subject to change with overtime work required.

Must be able to work long hours under stressful conditions.

Subject to hazards, which may cause personal bodily harm: smoke, common colds, influenza, dust, odors and elevated noise levels. Tasks may be performed on uneven, inclined, hard and soft-carpeted floors, cement structures and surfaces.

Duties may involve walking or standing for long periods of time.

Must be able to lift 50 lbs.

Specific required movements include the following:

• Trunk-bend, twist, rotate, push, pull, and carry
• Arms-reach, carry, push, pull, lift, twist, and rotate
• Legs-lift, push, pull, twist, and rotate
• Hands-grasp, manipulate, bilateral coordination, eye and hand coordination, overall and finger dexterity.