H6540 PLAYERS CLUB REP IMG

Inn of the Mountain Gods Resort and Casino•Mescalero, NM

11h•Onsite

About The Position

The Apache Spirit Club Ambassador is responsible for promoting club membership and card usage during play by slot and table games players. Club Ambassador also handle guest service transactions through the Club booth with new player enrollments, point redemption, support of special events and promotions as required. The role involves demonstrating Hospitality Behaviors and Performance Standards, understanding how to complete tasks to standard, taking ownership of problems, and having complete knowledge of IMGR&C products and services. Performance is expected to meet end results and standards, with a focus on quality and continuous improvement. The Ambassador's behavior should align with IMGR&C standards, showing enthusiasm, respect, and positive communication. Service involves identifying and meeting guest needs, taking quick action, and owning guest problems until solved. Professionalism includes meeting appearance standards and supporting the company's reputation. Adherence to attendance policies and effective communication are also key aspects. Teamwork is emphasized, including supporting team success, helping other members and departments, resolving conflict, and contributing ideas.

Requirements

High School Diploma or General Education Degree (GED); or equivalent combination of education and experience.
Ability to obtain and maintain a gaming license.
Ability to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear.
Ability to use hand held communications devices.
Ability to lift items weighing 50 pounds or more.

Nice To Haves

Mescalero Apache Tribal preference.
Bicultural experience.

Responsibilities

Explain and demonstrate Hospitality Behaviors and Performance Standards.
Understand where to get the information needed to complete tasks to standard.
Explain and demonstrate technical skills used to complete tasks to standard.
Explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
Understand how to take ownership of problems and solve them when solutions may not be available.
Explain how to request help from others when needed to complete task or goal.
Have complete knowledge and tell others of IMGR&C products and services.
Meet expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
Respond to obstacles; find new ways to reach desired end results.
In absence of guidance, act and take charge to respond to guest or internal customer needs.
Respond to change by quickly applying talent and skills in a positive way to succeed.
Support achievement of Quality Goal; “Do it right the first time.”
Act to protect and preserve property of IMGR&C.
Keep all areas, equipment and furnishings exceptionally neat, clean and in good repair.
Make suggestions to improve performance.
Meet IMGR&C standards (Mission, Values, Hospitality Behaviors, and Customer Recovery Skills).
Approach all activities with enthusiasm and encourage enthusiasm from others.
Choose a positive approach in all situations.
Respect individuality of others; continue to communicate in order to work together.
Speak positively about guests, other team members and our business in all situations on and off property.
Treat other with respect in all situations.
Serve others.
Identify and communicate needs of guests and others.
Take quick action to serve others in a way that meets/exceeds their needs.
Identify ways to improve individual or team’s service to others.
Provide service outside job responsibilities if needed to help resort succeed.
Take ownership of guest problem(s) until it is solved.
Meet IMGR&C Appearance standards.
Professionally support IMGR&C reputation and image in all situations, on and off property.
Meet IMG&C policy for attendance.
Inform supervisor of future absence as far in advance as possible.
Provide information others need to succeed, in time for them to use it.
Share with next shift the information needed for them to succeed.
Listen to others without interruption; act on their feedback when possible.
Ask questions to better understand expectations of others.
Report all guest complaints and compliments to Supervisor or Manager.
Report all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.
Put Success of team ahead of personal success.
Help other team members succeed without being asked.
Take action to resolve conflict between individuals.
Help other departments achieve success.
Report ideas to increase team success and guest satisfaction to Supervisor or Manager.
Do whatever is necessary to help department and resort success.
Contribute ideas that support progress and success at shift, team and departmental meetings.
Identify new players and enroll them into the Apache Spirit Club while gathering all necessary information to support direct marketing efforts.
Issue player rewards on the casino floor to support conversion, containment and retention efforts.
Work in tandem with the Host team on duty to identify and personally recognize Platinum Club members who are in-house.
Anticipate the needs of guests on the casino floor and enhance their entertainment experience through personal service efforts.
Up-sell & Cross-sell marketing promotions on the casino floor to stimulate future patronage.
Provide personal, hospitable service from the club to all members during each sales opportunity.
Ensure all accounts are properly group coded in the player tracking system, issue cards and provide guest service support.
Enroll new players in the Players Club.
Redeem Player’s Club points for prizes.
Assist and or execute scheduled casino promotions according to the calendar and gaming submissions.
Adhere to regulatory, departmental and casino policies and procedures, and to the Casino Internal Control Structure.