SAG Players Club Representative PT - 2134

Soaring Eagle Casino & Resort; Standish (MI); On-site; USD 34,000 - 46,000; Full time

Job summary

Saganing Guest Services is seeking a team-oriented individual to support the Players Club booth and guest services operations. Responsibilities include registering players, assisting guests, promoting promotions, selling box office tickets, and maintaining accounts with a strong focus on service and confidentiality.

The role requires excellent customer service skills, ability to handle multiple tasks, and flexibility to work weekends and holidays.

Qualifications

• Customer service experience helpful.
• Ability to communicate clearly with guests and team members.
• Willingness to work varying shifts including weekends and holidays.

Responsibilities

• Register new Players Club members and maintain player database.
• Assist guests, answer telephones, and provide paging services.
• Promote and manage promotions, ticketing, and vouchers.
• Balance cash drawer and process box office payments for tickets.
• Maintain and update Players Club accounts and run group manifests.
• Support off-site promotional events as needed.
• Provide excellent customer service and resolve guest questions.

Skills

Customer service

Guest relations

Verbal communication

Written communication

Multitasking

Job description

Position Summary

Under the supervision of the Saganing Guest Services Supervisor, perform daily operations of the Players Club booth by maintaining the player database, registering new players, assisting guests and players, running promotions, selling box office tickets, checking in coats, greeting guests, answering telephones, retrieving and returning messages, and performing professional paging duties.

Essential Duties And Responsibilities

• Stock brochures, rack cards, and other informational materials.
• Organize and distribute coupons and raffle tickets.
• Issue premium play and food vouchers to club members.
• Maintain the highest level of customer service, addressing guest complaints and questions to the best of ability.
• Assist guests with promo dollar and point download processes.
• Check Players Club account balances and eligibility for promotions; merge and adjust accounts; print replacement cards; set and reset PIN numbers; provide win and loss statements; provide cords as requested.
• Create and maintain all aspects of Players Club member accounts and enter guests into groups (buses, drawing tickets, and promo dollars).
• Run promotions and drawings using the latest computer system available.
• Unload pallets and organize product for gift day.
• Balance gas cards at the beginning and end of each shift.
• Work off‑site at promotional sponsorships when necessary.
• Ensure bus groups are properly greeted and serviced; process bus group manifests.
• Promote Players Club card usage to new and existing players on the casino floor.
• Perform paging and radio duties in accordance with proper scripting and etiquette guidelines.
• Balance the cash drawer at the beginning and end of each shift.
• Sell box office tickets to concerts and events and process payments using accepted methods; deliver tickets as requested, discount tickets based on tier levels, and place points on guests’ accounts.
• Report accidents, potential problems, or unusual circumstances involving guests, team members, or company assets promptly.
• Practice Saganing Hospitality Rules with every internal and external guest.
• Assist in maintaining a pleasant environment by disposing of trash, cleaning spills and clutter, and keeping work areas organized.
• Provide excellent customer service for all internal and external customers, offering solutions and focusing on service as the top priority.
• Maintain strict confidentiality and present a positive, professional demeanor and image at all times.
• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position.

Minimum Qualifications

• Minimum age of 18 years.
• Ability to obtain and maintain a gaming license required for the position.

Desired Qualifications

• Customer service experience.

License, Certification, Or Special Requirements

• Valid State of Michigan driver’s license with appropriate designation for the vehicle utilized.
• Tribal driver’s license required if a motor pool vehicle is used.
• Native American preference shall apply to all positions.

Knowledge, Skills, And Abilities

• Knowledge of player club practices.
• Skill in guest service and organization.
• Effective verbal and written communication.
• Ability to work with individuals from diverse backgrounds.
• Professional appearance and demeanor when serving customers.
• Ability to follow instructions and departmental policies.
• Availability to work all shifts, including weekends and holidays.

Physical Demands

• Frequent use of hands, wrists, and fingers associated with computer equipment.
• Required to stand for extended periods.
• Allowed to sit, stoop, kneel, or crouch as needed.
• Use arms to reach and lift above shoulders.
• Normal hearing and good verbal communication abilities.
• Occasional lifting or pushing of up to 25 pounds.

Work Environment

• Frequent walking and standing in a smoking environment; large amounts of visual stimulation, including neon lights, slot machines, and changing video screens.
• Must work under all weather conditions, including extreme heat and cold, and lift or carry tools, equipment, and materials.
• Potential for extended hours or irregular shifts.