Players Club Representative - Players Club

Hard Rock Hotel & Casino Ottawa•Tampa, FL

1d•Onsite

About The Position

Players Club Representatives are Guest Service Ambassadors who support the property’s marketing initiatives, from guest enrollment through event execution. They provide customer service to casino guests while promoting and assisting with the Unity loyalty program, including enrolling new players, explaining program benefits, issuing rewards, and responding to guest inquiries. The role also involves providing information about casino amenities, promotions, and entertainment; handling guest concerns professionally; and interacting with guests and VIPs with integrity, discretion, and a calm professional manner. Representatives help execute marketing events and perform front-of-house and back-of-house duties for concerts and high-profile celebrity events. The position is typically performed on the casino floor in a fast-paced, guest-smoking environment with public interaction and excessive noise. Employment requires successful completion of a background check for gaming licensure before starting.

Requirements

At least six months of customer service experience; casino or hospitality experience is preferred.
Ability to work overnights, weekends, and holidays depending on the assigned schedule.
Strong passion for guest service and ability to anticipate and meet guests’ needs.
Strong verbal and non-verbal communication skills.
Energetic, caring, and compassionate demeanor.
Ability to maintain the tradition of superior guest service at Seminole Hard Rock Tampa.
Ability to represent the stated core values: Integrity, Respect, Accountability, Passion and Dedication, Communication, and Fun.
Ability to demonstrate the 5F personality traits: Fun, Fast, Focused, Fresh, and Friendly.
Ability to successfully complete the required background check for gaming licensure before beginning employment.
Ability to stand and walk for long periods, with or without reasonable accommodation.
Ability to frequently stand, walk, reach with hands and arms, and sit, and sometimes stoop and bend.
Ability to frequently lift and/or move up to 40 pounds.

Nice To Haves

Customer service experience in a casino or hospitality environment.
Desire to advance through opportunities at Seminole Gaming and Hard Rock International.
Interest in developing professional knowledge through programs such as SGA University, the Marketing Apprentice Program (MAP), and the Preparing Leaders of Tomorrow Program (PLOT).

Responsibilities

Provide exceptional customer service to casino guests while promoting and navigating the Unity loyalty program.
Enroll potential new casino players in the Unity program, explain its benefits, issue rewards, and assist with guest inquiries.
Greet guests and provide personalized service, including professionally addressing inquiries and concerns.
Provide information about casino amenities, promotions, and entertainment.
Interact with guests and VIPs with integrity, discretion, and a calm professional manner.
Maintain the confidentiality of casino data.
Participate in marketing events, including concerts, celebrity meet-and-greets, giveaways, drawings, parties, and tournaments.
Perform front-of-house and back-of-house duties for concerts and high-profile celebrity events.
Perform other duties as assigned.
Conduct work in accordance with Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures.