Players Club Representative

Angel Of The Winds Casino Resort

2d•Onsite

About The Position

At Angel of the Winds Casino Resort, all Team Members are required to provide exceptional guest service with a positive and out-going attitude, valuing all guests and Team Members through guiding values: Welcoming, Engaged, Accountable, Customer Experience, and Team. The company is committed to understanding, defining, and delivering what guests want and expects professionalism and courtesy from all representatives. The Players Club Representative is responsible for giving guests 100% attention, assisting with questions, comments, or concerns, advocating casino promotions and events, and promoting Players Club membership. This role involves entering Players Club memberships and data, redeeming points for merchandise and services, and strictly following promotion rules. The representative will perform frequent floor walks to encourage sign-ups, make promotional announcements, stock supplies, and advise supervisors of any guest account issues. They will also act as a liaison, directing internal and external guests, and promoting interest in the resort with every transaction. Maintaining current knowledge of the resort's services, promotions, functions, and events is crucial for effectively responding to guest inquiries. Additional duties include working nights, weekends, and holidays, answering and directing calls, taking reservations, upholding hospitality, performing outbound calls to confirm reservations and inform guests of promotions, and using persuasive selling techniques to sell rooms and promote other hotel and casino services. The role requires maintaining patience and composure while providing excellent guest service, even with upset or frustrated guests, partnering to resolve unusual occurrences, respecting guest privacy, and maintaining confidentiality.

Requirements

Exceptional guest service skills required.
Ability to follow directions with minimal supervision.
Knowledge of proper telephone etiquette.
Must be customer service oriented and have excellent verbal and written communication skills with the ability to multi-task and work independently.
Ability to work in a challenging environment dealing with sensitive issues and maintain confidentially with strong attention to detail and excellent problem solving, organizational, and time management skills.
Ability to maintain professional, courteous, and effective working relationships with all levels of the organization and outside business contacts.
Proven intermediate skills in Windows, MS Office Programs (Word, PowerPoint, Excel), and experience with database systems.
Ability to prepare reports, correspondence, charts, forms and other information and instructions.
Must be able to obtain and maintain a Class B gaming license from the Stillaguamish Tribal Gaming Agency and Washington State.

Nice To Haves

Minimum of one year working experience using customer service, public relations and/or other great service skills preferred.
Strong customer service skills and a background in Telemarketing, Room Reservations, VIP Services or Casino Services preferred.
High call volume or multi-line phone data entry/typing skills are strongly preferred.

Responsibilities

Give guest 100% attention and assists with any guest questions, comments or concerns they may have.
Advocates casino promotions and events to casino guests.
Promotes Players Club membership to casino guests.
Enters all Players Club memberships and data entry
Redeems Players Club points for casino merchandise and other casino services.
Follows promotion rules with no exceptions.
Performs frequent floor walks and promotes Players Club sign-ups
Makes promotional announcements over the microphone, giving a brief description of what will be taking place.
Stocks supplies and promotional items for all shifts.
Advises supervisor of any guest account issues or problems.
Performs liaison tasks by receiving and appropriately directing internal and external guests.
Promotes guest interest in Angel of the Winds Casino Resort with every transaction.
Must maintain knowledge regarding Angel of the Winds Casino Resort’s current services, promotions, functions and events in order to effectively respond to guest questions.
Work nights, weekends and holidays as required.
Performs other duties as assigned.
Answers and directs incoming calls to appropriate individuals and/or departments.
Takes reservations along with other requests from Casino and Hotel guests.
Remains up to date on Casino promotions, events, Club benefits, and Food & Beverage offerings.
Upholds the Resort’s commitment to hospitality.
Performs outbound calls to guests to confirm reservations while informing the guest of any current promotions.
Uses persuasive selling techniques to sell rooms and to promote other services of the hotel and casino.
Maintain patience and composure while exemplifying excellent guest service with upset, angry, and/or frustrated guests using compassion and empathy.
Partners and helps resolves unusual occurrences or requests.
Respects guest privacy and maintains confidentiality.