REP I - PLAYERS CLUB (FULL TIME)

Hard Rock International (USA), Inc. • Rockford, IL

82d

About The Position

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.

Requirements

• High school diploma or equivalent.
• Two months of on-the-job training or related customer service work experience.
• Computer literacy with good oral and written English communication skills.
• Excellent phone etiquette and guest relations skills.

Nice To Haves

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

Responsibilities

• 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.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees