Players Club Representative FT

Table Mountain Casino Inc.; Friant (CA); On-site; USD 30,000 - 40,000; Full time

Job summary

Table Mountain Casino Inc. is seeking a Player’s Club representative responsible for enhancing customer experience and educating guests on the benefits of the Players Club. You will provide assistance and promote the club to guests while effectively managing promotions and customer data.

Candidates should possess exceptional customer service skills, with a preference for bilingual candidates. A high school diploma and six months of relevant experience are required. Must be able to work flexible hours including Nights and Weekends.

Qualifications

• High School Diploma or equivalent is required unless waived by HR.
• Must have six months of customer service experience.
• Bilingual in English/Spanish or English/Asian languages is a plus.

Responsibilities

• Provide exceptional guest service and educate guests on Players Club benefits.
• Enroll patrons into the Players Club program accurately and timely.
• Assist guests with promotional offers and redeem points for rewards.

Skills

Customer service

Bilingual communication (English/Spanish or Asian)

Basic math skills

Public relations knowledge

Computer skills (Word, Excel, Access, PowerPoint)

Education

High School Diploma or equivalent

Job description

Position Summary

Under general direction from the Players Club Supervisor, responsible for promoting a positive customer experience by educating guests on the benefits of the Players Club in a prompt, professional and courteous manner.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities

• Provide exceptional guest service while building loyalty to Table Mountain Casino Player’s Club.
• Greets guests in a prompt, professional and courteous manner offering assistance, instruction, and advice on various types of slot machines.
• Greets guests with a smile and uses the guest’s name whenever possible.
• Explains benefits and advantages of the Players Club program; responds to guest questions.
• Redeems customer’s points for rewards and gifts according to established program guidelines; assists guests with promotional offers received via direct mail or other advertising venue.
• Enrolls patrons into the Player’s Club program in a timely and accurate manner; enters customer data according to established policies, procedures and guidelines.
• Encourages guests to participate in the casino’s promotions and special event activities.
• Evaluates members’ play and issues comps based on established policies and procedures.
• Informs and educates guests on casino events, games, details and benefits of the Player’s Club, promotions, special offers, and other pertinent information.
• Assists in cleaning and maintenance of the Player’s Club areas and assists in maintaining inventory of supplies.

• Confirm by observation/testing that kiosk/promotions are working properly. Inform Event Coordinator or Players Club Supervisor of any issues found.

• During promotional drawings acknowledge the winner of the Marketing Rules and ensure all paperwork is completed and submitted.
• Walk casino floor assisting guests with issues, and inform them of club promotions.
• Assist in keeping casino floor clean and presentable for guests.
• Ensure current promotional materials and signs are utilized.
• Encourage card usage to guests.
• Ensure compliances with all regulatory requirements and policies and procedures, in all areas, at all times.
• Maintains confidentiality of all privileged information.
• Attends and participates in regularly scheduled staff meetings.
• Contributes to a team effort and accomplishes related results as required.

• Effectively and accurately uses Patron Management software as it pertains to enrolling new members and daily operation of the Player’s Club; promotes The Club membership.

• Welcome and offer assistance to every guest at assigned and designated locations.
• Greets buses that arrive on property by going on bus and providing appropriate and accurate explanation of the Club as well as giving guests any necessary bus information/packages.
• Identify and establish prospective players club members and thoroughly explain the benefits of membership in The Club.
• Issues complimentary services and assists with redemption transactions according to the guidelines set forth in the Casino wide matrix.
• Participate in promotions, events and sponsorships as needed.
• Must be aware and have a thorough understanding of all casino promotions, giveaways, events and general casino information.

• Assist Casino Host with player development.

• Performs other duties as required.

Direct Reports

None.

Access to Sensitive Areas

Access to guest personal information in Patron Management.

Signatory Authority

Pre-authorized and/or pre-assigned Players Club redemptions and comps.

Minimum Qualifications

High School Diploma or equivalent is required unless waived by Human Resources Management. Six (6) months of one-on-one customer service experience utilizing excellent communication and interpersonal skills is desired. Bilingual in English/Spanish or English/Asian languages is a plus. Must be 21 or older. Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license.

Knowledge, Skills and Abilities

• Knowledge of basic math and arithmetic.
• Knowledge of principles and practices of public relations, promotions, and marketing in a customer service oriented environment.
• Knowledge of computer utilization in marketing/business operations.
• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and presentation software (such as PowerPoint).
• Ability to communicate effectively, both verbally and in writing.
• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
• Ability to establish and maintain professional relationships with co-workers at all levels.
• Ability to work independently and meet strict timelines.
• Ability to interpret a variety of instructions furnished in written and oral form.

Physical Demands

While performing the duties of this job, the employee may be required to sit for prolonged periods, walk and stand; use hands for dexterity of motion; stoop, bend, kneel or crouch, and have normal auditory, visual acuity, and verbal communications skills. The employee must occasionally lift and/or move up to 40 pounds.

Work Environment

Work is generally performed in an office setting with a moderate noise level. Occasional work is performed in a casino setting with exposure to second‑hand smoke and a moderate noise level. Extended hours and irregular shifts may be required. Tight time constraints and multiple demands are common. Travel may be required.

Must be able to work Nights, Weekends, and Holidays