Players Club Representative - Players Club

Hard Rock Hotel & Casino Ottawa•Rockford, IL

2d•$15 - $20•Onsite

About The Position

POSITION SUMMARY: The incumbent in this position is responsible for the effective communication of the Player’s Club program; determines whether minimum qualifications for complimentary services and/or goods have been met, informs guest of all aspects of Player’s Club, and promotes the Player’s Club program to guests on the casino floor. ESSENTIAL FUNCTIONS: (These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position) Creates an atmosphere that induces guests to make Hard Rock Casino Rockford their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service. Service all customers at the customer service booths and VIP room; greet bus arrivals; conduct property tours; and assist in promotional events. Responsible for providing excellent guest service to mid and high-end guests by providing information pertaining to their comp limits, special services, and amenities available as well as any special targeted player events. Approve and issue limited comps to mid and high-end rated players based on established guidelines. Coordinate comp paperwork, including room, food and beverage, special events and transportation for Casino/Executive Host, VIP Services, and casino personnel. Coordinate reservation responses for special events and necessary accommodations for mid to high-end guests as requested. Handle difficult customer interactions and directs other customer disputes to the appropriate authority. Control and monitor access to VIP amenities by tracking each member’s visit. Keep current with and can execute all player recognition programs (e.g., member card, cash back programs, comping, etc). Consistently display positive attitude and high service standards. Respond to customer and co-workers’ inquiries in a prompt and courteous fashion. Perform data entry, documentation, inventory, and other administrative duties as assigned with accuracy, thoroughness, and speed. Adhere to all Company and departmental policies, procedures, and practices. Report all irregularities to the appropriate party. Adheres to all Illinois Gaming Regulations.

Requirements

High school diploma or equivalent.
Two months of on-the-job training or related customer service experience.
Computer literacy with good oral and written English communication skills.
Excellent phone etiquette and guest relations skills.
Must obtain and maintain all licenses/certifications per Federal, State, and Illinois Gaming Commission.
Must successfully pass background check.
Must be twenty-one (21) years of age.
Must be able to work holidays and weekends, as well as flexible shifts.
Understanding of and experience in the property’s regional gaming market.
Casino marketing functions including, but not limited to data base, advertising and branding.
Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
Pertinent federal, state, and local laws, codes, and regulations.
Cash handling, marketing and sales techniques.
Ability to use the card punch machine and slot card computer system in order to read and understand guest information, update guest records, and identify duplicate accounts.
Deliver a service level that creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
Routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
Communicate clearly and concisely, both orally and in writing.
Operate various types of office equipment.
Establish and maintain effective working relationships with those contacted in the course of work.
Be flexible to work varying shifts and time schedules as needed.
Must be able to stand for the duration of shift.
Ability to lift and carry up to 50 lbs.

Nice To Haves

Multi-lingual skills preferred.
Prior experience in the Gaming industry strongly preferred.

Responsibilities

Communicate the Player’s Club program effectively.
Determine qualifications for complimentary services/goods.
Inform guests about all aspects of Player’s Club.
Promote the Player’s Club program on the casino floor.
Create an atmosphere that encourages guests to choose Hard Rock Casino Rockford.
Build and retain guest relations.
Mentor team members to provide superior guest service.
Service customers at customer service booths and VIP room.
Greet bus arrivals.
Conduct property tours.
Assist in promotional events.
Provide excellent guest service to mid and high-end guests.
Provide information on comp limits, special services, and amenities.
Inform guests of special targeted player events.
Approve and issue limited comps to mid and high-end rated players based on guidelines.
Coordinate comp paperwork for various services and personnel.
Coordinate reservation responses for special events and accommodations.
Handle difficult customer interactions and direct disputes.
Control and monitor access to VIP amenities.
Keep current with and execute player recognition programs.
Display a positive attitude and high service standards.
Respond to inquiries promptly and courteously.
Perform data entry, documentation, inventory, and administrative duties.
Adhere to company and departmental policies.
Report irregularities.
Adhere to Illinois Gaming Regulations.