Players Club Representative

Tortoise Rock Casino; Twentynine Palms (CA); On-site; USD 20,664,000 - 30,307,000; Full time

Job summary

Tortoise Rock Casino in Twentynine Palms, CA seeks a guest services associate to support special events and promotions within Marketing. You will promote Club 29 membership and assist guests through the membership process while delivering our Five Star Experience.

Key duties include greeting guests, answering questions about promotions, and maintaining accurate guest contact and account information. The role emphasizes service excellence and confidentiality in a dynamic casino environment.

Qualifications

• Must possess a high school diploma or equivalent.
• Three to six months related experience and/or training; or equivalent combination of education and experience.

Responsibilities

• Provide outstanding customer service to guests and all other employees by exceeding our mission statement.
• Greet guests and act as Spotlight 29 and Tortoise Rock Casino information center by answering guest inquiries about promotions, live entertainment and events.
• Assist in the distribution of prizes, promotional items, and awards in the promotions.
• Verify guest contact information and address questions about account status, tier level and offers.
• Maintain security and confidentiality of guest files and casino information.
• Follow all safety policies and participate in scheduled safety meetings and training.

Skills

Customer service

Communication

Welcoming attitude

Education

High school diploma or equivalent

Job description

Summary

This position is responsible for providing support for special events and promotions for the Marketing Department, while promoting Club 29 membership by assisting patrons through the membership process and answering questions. 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.
• Greet all guests and act as a Spotlight 29 and Tortoise Rock Casino information center by answering guest inquiries concerning casino promotions, live entertainment and special events.
• Act as a liaison between marketing and the casino guest, communicating with both to expedite customer requests.
• Effectively communicate with guests of the benefits and rewards of Club 29 membership using persuasion skills and motivated enthusiasm.
• Create new Club 29 players club accounts for new members and access account information for existing members.
• Verify all guest contact information to include but not limited to correct name, address, email and telephone contact information.
• Review player account information to address questions regarding account status, tier level and offer qualification.
• Meets, greets and delivers exceptional service to all guests in person or over the phone.
• Know the casino layout in order to assist customers in locating services such as restrooms, cash cage, table games areas, restaurants, specific slot machines games, etc.
• Be thoroughly familiar with all Spotlight 29 Casino promotions, including but not limited to, rules and guidelines for guest participation, the location where guests can enter the promotions and advise guests accordingly.
• Assist in the distribution of prizes, promotional items, and awards offered in the promotions.
• Maintain security and confidentiality of all guest files, records, lists and of all casino information.
• 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)

• Must possess a high school diploma or equivalent.
• Three to six months related experience and/ or training; or equivalent combination of education and experience.

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