Lead Player Services Representative

Turning Stone Resort Casino • Verona, NY

241d • $21

About The Position

As a Lead Guest Service Representative, you'll have the opportunity to assist guests with their inquiries about the TS Rewards programs and events, all while creating a warm and welcoming experience. You will greet guests in a courteous and positive manner, ensuring players receive exemplary guest service when explaining, instructing, and assisting guests with the fundamentals of the Reward Card accounts and complimentaries. Your responsibilities will include efficiently and accurately creating and maintaining the Rewards Loyalty Card accounts, verifying and recording guest information, issuing Free Play offers, and maintaining a clean work area. You will also assist in auditing with variance issues, check guest accounts for points and complimentary offer availability, and ensure all essential paperwork is accurate and complete. Additionally, you will assist guests with point purchases, answer inbound calls and emails, and respond quickly to the needs of VIP Guests, Casino Hosts, and Junket Reps. Communication and cooperation with all departments are essential, as is maintaining confidentiality regarding guest account information.

Requirements

• A High School Diploma/Equivalency or equivalent experience (required).
• Excellent verbal and written communication skills (required).
• Excellent organizational skills (required).
• Basic math skills (required).
• To possess computer skills with knowledge of Microsoft Office including Word and Excel.
• The ability to use a calculator, printer, copy machine, and scanner.
• Accommodate a flexible work schedule.
• To have knowledge of Credit policies and gaming compact requirements.
• The ability to make independent decisions in a stressful work environment.
• Ability to stand/walk for long periods of time and lift up to 41 - 50 pounds.

Nice To Haves

• Previous experience in a guest contact position (preferred).
• Previous Supervisory experience (preferred).
• Knowledge of data entry (preferred).

Responsibilities

• Greet guests in a courteous and positive manner.
• Ensure players receive exemplary guest service when explaining, instructing, and assisting guests with the fundamentals of the Reward Card accounts and complimentaries.
• Efficiently and accurately create and maintain the Rewards Loyalty Card accounts as needed.
• Accurately verify and record guest information for new or changed accounts.
• Effectively issue Free Play offers.
• Ensure your work area is kept clean and orderly throughout shift.
• Assist in auditing with variance issues.
• Check guest accounts for points and complimentary offer availability.
• Ensure all essential paperwork is accurate and complete.
• Assist guests with point purchases in the Rewards Gallery.
• Answer all inbound calls and emails coming into the Rewards Desk in a timely fashion.
• Periodically circulate gaming floor to assist VIPs with complimentaries.
• Respond quickly and efficiently to the needs/requests of all VIP Guests, Casino Hosts & Junket Reps.
• Communicate & cooperate effectively with all departments.
• Maintain confidentiality regarding guest account information.
• Demonstrate thorough knowledge and comprehension of the gaming compact.
• Effectively redeem Players Choice coupons, and accurately balance out coupons at the end of each shift.
• Assist with the onboarding process; effectively train new employees regarding proper procedures and standards.

Benefits

• Paid weekly
• Variety of schedules
• Paid time off
• Tuition assistance
• Career-building professional development
• Discounts from dining to fuel to concerts
• Team Member appreciation events
• Quality healthcare and dental benefits
• A robust 401k retirement plan
• Dealer School
• Finance Scholarship Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: High school or GED