Lead Players Club Representative (6604)

TWENTY-NINE PALMS BAND OF MISSION INDIANS•Coachella, CA

1d•Onsite

About The Position

This position is responsible for supervising all day-to-day operations, activities, and initiatives of the Players Club Representatives to ensure all Club 29 members are given the proper level of customer service, establish the tone for the shift, train department staff, and execute all casino promotions. 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.

Requirements

High School Degree (or GED).
Six (6) months supervisor experience and/or training; or equivalent combination of education and experience.
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.
Strong verbal and written communication skills.

Responsibilities

Provide outstanding customer service to guests and all other employees by exceeding our mission statement.
Lead by example and carry out our Five Star Experience to Guests and all Team Members by fulfilling our Mission Statement, Service Promise and following department service standards.
Continually coach and support Team Members to ensure they have the skills, tools and resources to successfully complete their jobs, including the delivering of the Five Star Experience expectations.
Greet all players and act as a Spotlight and Tortoise Rock Casino information center by answering player inquiries concerning casino promotions, live entertainment and special events.
Resolve player disputes for patrons to ensure resolution, brand loyalty and positive public relations.
Act as a liaison between casino and casino guest, communicating with both to expedite player requests.
Create new Club 29 players club accounts for new members and access account information for existing members.
Verify all player contact information to include but not limited to correct name, address, email and telephone contact information.
Review player account information to be able to address questions regarding account status, tier level and offer qualification.
Meets, greets and delivers exceptional service to all players in person or over the phone.
Know the casino layout in order to assist players in locating services such as restroom, cash cage, table games areas, restaurants, specific slot machine games etc.
Be thoroughly familiar with all Spotlight29 and Tortoise Rock Casino promotions, including but not limited to, rules and guidelines for player participation, the location where players can enter the promotions and advise accordingly.
Assist in the distribution of prizes, promotional items, and awards offered in the promotions.
Maintain security and confidentiality of all player files, records, lists and all casino information.
Schedules, coaches, mentors, trains, disciplines and rewards Team Members to ensure internal control, policies and procedures are in compliance.
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.
Able to make difficult decision in a fair and honest manner.
Supervise directly and indirectly all employees of the Players Club Department.
Adhere to the Tribal organization’s policies, procedures and applicable laws.
Responsible for the overall direction, coordination, and evaluation of this unit.
Carry out supervisory responsibilities which include but are not limited to: interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Perform any other duties that may be assigned from time to time.