Players Club Representative - Players Club
About The Position
The Players Club Representative communicates the Player’s Club program, determines whether guests meet requirements for complimentary services or goods, explains program features, and promotes the program on the casino floor. The role serves customers at service booths and in the VIP room, supports bus arrivals, property tours, and promotional events, and provides mid- and high-end guests with information about comp limits, services, amenities, and targeted events. The representative approves and issues limited comps under established guidelines, coordinates related paperwork and reservations, monitors access to VIP amenities, and handles guest interactions and disputes. The position also includes player-program administration, accurate data entry and documentation, compliance with company policies and Illinois Gaming Regulations, and a strong focus on guest service. The work takes place partly on the casino floor, where crowd and noise levels vary with guest volume. The representative must stand for the duration of the shift and be able to lift and carry up to 50 pounds. Weekend and holiday work and flexible shifts are required.
Requirements
- High school diploma or equivalent; related education and experience may be interchangeable year for year.
- Two months of on-the-job training or related customer service work experience.
- Computer literacy and good oral and written English communication skills.
- Excellent phone etiquette and guest-relations skills.
- Must obtain and maintain all licenses and certifications required by federal and state authorities and the Illinois Gaming Commission.
- Must successfully pass a background check.
- Must be at least 21 years old.
- Must be able to work weekends and holidays, as well as flexible shifts.
- Knowledge of the property’s regional gaming market.
- Knowledge of casino marketing functions, including databases, advertising, and branding.
- Knowledge of computers and applicable software, including Microsoft Word, Excel, Outlook, and PowerPoint, as well as email, spreadsheets, and databases.
- Knowledge of pertinent federal, state, and local laws, codes, and regulations.
- Knowledge of cash handling, marketing, and sales techniques.
- Ability to use a card punch machine and slot card computer system to read guest information, update guest records, and identify duplicate accounts.
- Ability to deliver a positive, memorable guest experience and routinely go above and beyond in support of organizational goals.
- Ability to project an enthusiastic, outgoing, professional image.
- Ability to communicate clearly and concisely, orally and in writing.
- Ability to operate various types of office equipment and establish and maintain effective working relationships.
- Ability to stand for the duration of a shift and lift and carry up to 50 pounds.
Nice To Haves
- Multilingual skills are preferred.
- Prior experience in the gaming industry is strongly preferred.
Responsibilities
- Communicate and promote the Player’s Club program and explain its services and benefits to guests.
- Create a welcoming gaming-entertainment atmosphere, build guest relations, and mentor team members in delivering superior guest service.
- Serve customers at customer service booths and in the VIP room; greet bus arrivals, conduct property tours, and assist with promotional events.
- Provide mid- and high-end guests with information about comp limits, special services, amenities, and targeted player events.
- Approve and issue limited comps to mid- and high-end rated players according to established guidelines.
- Coordinate comp paperwork for rooms, food and beverage, special events, and transportation with Casino/Executive Hosts, VIP Services, and casino personnel.
- Coordinate responses to special-event reservations and accommodation requests for mid-to-high-end guests.
- Handle difficult customer interactions and direct other disputes to the appropriate authority.
- Control and monitor access to VIP amenities by tracking member visits.
- Stay current with and execute player recognition programs, including member cards, cash-back programs, and comping.
- Respond promptly and courteously to customer and co-worker inquiries and consistently maintain a positive attitude and high service standards.
- Perform data entry, documentation, inventory, and other assigned administrative duties accurately, thoroughly, and promptly.
- Follow company and departmental policies, procedures, and practices; report irregularities to the appropriate party.
- Comply with Illinois Gaming Regulations.
- Attend seminars when needed.
Benefits
- The posting describes a comprehensive benefits package intended to support team members’ health, future planning, and work-life balance. Benefits may vary with employment status; specific benefits are not listed in the posting.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
