Players Club Representative

Kickapoo Lucky Eagle Casino Hotel; Victoriano Hernandez Colonia (TX); On-site; USD 28,000 - 38,000; Full time

Job summary

Kickapoo Lucky Eagle Casino Hotel is seeking a friendly Guest Services/Players Club Associate to deliver outstanding guest service with a positive attitude. You will enroll guests into the Players Club, explain benefits, answer inquiries, and assist during promotions and events.

Responsibilities include maintaining knowledge of the property, assisting guests with kiosks, processing inquiries, and upholding security and confidentiality while adhering to gaming regulations.

Qualifications

• High School Diploma or GED is required.
• Guest service experience is preferred.
• Basic computer skills are required.
• Strong communication skills in English (written and oral); Spanish or other language skills are a plus.

Responsibilities

• Provide service to guests with a positive demeanor and attitude.
• Ensure compliance with laws, gaming regulations, and Kickapoo Lucky Eagle policies.
• Assist guests with Players Club enrollment and explain benefits.
• Answer inquiries and assist with kiosks, points, and merchandise redemption.
• Maintain knowledge of the property, events, and promotions; monitor security and confidentiality.
• Attend required training and uphold casino guest service programs.

Skills

Guest service

Communication

English proficiency

Leadership

Multitasking

Education

High School Diploma or GED

Job description

Reports to:

Players Club Supervisor

Job Summary:

Responsible for providing service to guests while maintaining a positive demeanor and pleasant attitude at all times.

Essential Functions:

• Ensure compliance with the applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures.
• Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions.
• Provide direction, assistance, and/or information as may be required to ensure guest satisfaction.
• Maintain a working knowledge of the property, food venues, current and upcoming special events and promotions.
• Maintain general awareness of gaming operations at all times and comply with security policies and procedures in order to secure company assets.
• Report technical problems of gaming machines to a gaming technician or supervisor so they can be repaired quickly.
• Enroll guests into the Players Club program and explain the benefits of the different tiers.
• Assist guests with inquiries regarding club membership and promotions.
• Assist guests with usage of the enrollment and promotional kiosks.
• Assist guests in need of accessing lucky bucks or converting points.
• Assist guests with point redemption and purchase of merchandise at Players Club.
• Answer and transfer incoming calls.
• Work special events and promotions with integrity.
• Demonstrate and promote KLECH core values and MAD skills.
• Manage and maintain security of confidential information entrusted to position.
• Attend and satisfactorily complete all required training as assigned.
• Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.
• The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.
• Perform other duties as assigned.

Minimum Requirements to Qualifications:

• Must have High School Diploma or GED.
• Guest Service experience, preferred.
• Basic computer skills, required.
• Strong communication skills in English both written and oral. Spanish or other language skills a plus.

Other Criteria:

Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.

Skills and Abilities:

• Ability to work independently with minimal supervision.
• Ability to maintain effective relationships with the General Manager, Directors, Managers and all staff.
• Ability to work under pressure in a fast paced, stressful environment.
• Ability to meet multiple deadlines and multi-task.
• Ability to have strong critical thinking, analytical and guest service skills.
• Must possess a positive attitude with strong organizational and leadership qualities.
• Ability to add, subtract, multiply and divide in all units of measure.
• Ability to define problems, collect data, establish facts and draw conclusions.
• Ability to understand complex instructions and material.
• Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.
• Ability to work effectively with individuals and demonstrate leadership and team building skills with empathy and enthusiasm.
• Ability to maintain confidentiality.
• Ability to follow and comply with established Casino guest service programs.

Physical Demands:

• While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, climb and bend for extended periods; reach with hands and arms; talk and listen on a regular basis.
• The team member must be able to concentrate for prolonged periods.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.
• The team member must be able to communicate effectively in person or using telecommunications equipment.
• The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone and calculator.
• Frequently lift and/or move up to 30 lbs.

Work Environment:

• Casino floor and normal office setting.
• Frequent walking and standing in a smoke filled environment and frequent contact with the general public.
• Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.
• Extended hours and irregular shifts may be required including nights, weekends and holidays.
• Must be able to perform under pressure and work long hours under stressful conditions.
• May be exposed to the risks associated in attempting to resolve issues with difficult guests and extremely irate staff members.
• May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.
• Travel may be required to perform one or more essential functions of this position.

Conditions of Employment:

• Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license. Responsible to keep all documents current and valid at all times.
• Must be able to provide authorization to work in the United States.
• Must be at least 18 years of age.
• Must have access to reliable transportation to commute to and from work.
• Must comply with KLEC handbook, internal policy and procedures, and gaming regulations set within KLEC.