Player Development - Player Development Representative

Valley View Casino & Hotel•Valley Center, CA

2d•Onsite

About The Position

The Player Development Representative provides personalized service to VIP guests and supports the daily operations of the VIP Lounge and Player Development department. This position helps maintain positive guest relationships and contributes to a welcoming and engaging guest experience. The Team Member works under immediate supervision, follows established guidelines, and uses good judgment in performing the functions of the position.

Requirements

High school diploma or GED equivalent.
One year of guest service experience.
Demonstrated proficiency in Microsoft Office products including Word, Excel, Outlook and Powerpoint.
Ability to type a minimum of 35 words per minute.
Strong verbal and written communication skills, professional telephone etiquette, and the ability to interact with guests in a friendly and professional manner.
Ability to manage incoming telephone calls, emails, data entry, and clerical responsibilities while maintaining accuracy.
Ability to work effectively in a fast-paced environment and adapt to changing guest and operational needs.
Ability to be flexible and adapt to a changing clientele and environment.
Ability to maintain confidentiality and exercise discretion when handling guest and account information.
Ability to follow verbal and written instructions and established policies and procedures.
Ability to perform basic arithmetic, including addition, subtraction, multiplication, division, fractions, and decimals.
Ability to work with detailed information accurately.
Ability to speak and understand the English language.
Ability to write routine reports and correspondence.
Ability to read, analyze and interpret documents such as safety rules, instructions, guidelines, operating and maintenance instructions, and policies and procedure manuals written in the English language.
Ability to define problems involving several concrete variables, collect data, establish facts, and draw valid conclusions to carry out primary duties, responsibilities and tasks.
Must use good judgment when providing information to our guests and maintain positive guest relations at all times.
Responsible for maintaining a consistent, regular attendance record.
Responsible for conducting all responsibilities in a professional and ethical manner.
Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
Must be able to successfully pass applicable auditions or skill testing and a drug screening test.

Nice To Haves

Bi-lingual in English and a second language.
Previous experience working in a casino/gaming environment.

Responsibilities

Conduct all responsibilities in a professional and ethical manner while maintaining confidentiality and exercising discretion regarding guest information and accounts.
Welcome guests entering or contacting the VIP Lounge and provide courteous, caring, and personalized service.
Maintain positive guest relations by responding to questions, addressing concerns, and referring matters to the appropriate supervisor when necessary.
Maintain a working knowledge of Company facilities, services, promotions, and special events to provide accurate information to guests, Casino Hosts, and fellow Team Members.
Explain Player Development events, promotions, offers, Gift of the Month, Elite parties, and other programs to eligible guests.
Explain Players Club benefits, issue membership cards, and assist guests with the use of their accounts and available features.
Assist VIP guests with restaurant, hotel, and VIP transportation reservations; year-end tax document requests; and other guest-related needs.
Support attendance and participation goals for on-property and off-property events by contacting invited guests by telephone and email, assisting with event reservations, and documenting guest responses in approved systems.
Answer incoming telephone calls promptly and courteously in accordance with established guest service standards.
Maintain accurate records of guest outreach, responses, reservations, and related results.
Create, maintain, and update event and standby spreadsheets based on telephone, email, and in-person communications with invited VIP guests.
Meet established daily productivity and guest-contact goals as directed by management.
Operate computer systems to access guest information, enter data, and maintain accurate account and event records.
Maintain proficiency in the Casino’s current player tracking system.
Issue or redeem predetermined comps, offers, and promotions on guest accounts in accordance with approved criteria, database marketing offers, and established procedures.
Review guest accounts and issue or redeem comps, offers, and promotions within established authorization limits and in accordance with approved criteria and procedures. Refer requests outside assigned authority or requiring additional review to a Lead Player Development Representative or management.
Follow all established cash-control policies and procedures.
Receive guest feedback and communicate relevant findings to management.
Maintain accurate and current digital promotional displays in the VIP Lounge.
Communicate with Player Development Representatives and Leads to monitor supply needs and coordinate orders for complimentary beverages and other VIP Lounge supplies.
Maintain consistent and regular attendance.
Perform other duties as assigned by management.
Maintain positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction.
Greeting guests in a courteous and caring manner using personalized service.