Rep I - Players Club

Hard Rock Sacramento at Fire Mountain•Wheatland, CA

About The Position

The Rep I - Players Club is responsible for communicating the Player’s Club program to guests, determining whether they qualify for complimentary services or goods, explaining program benefits and requirements, and promoting the program on the casino floor. The position begins on call, with the opportunity to advance to full time. The role supports guest relations and Player’s Club operations by enrolling guests, maintaining accurate account records, handling coupons and cash, issuing qualified comps and event credentials, and helping coordinate promotions and special events. The representative also assists with merchandise inventory, processes win/loss statements, attends meetings and assigned off-property events, and performs other assigned duties. The work takes place partly on the casino floor, where crowd and noise levels vary with guest volume.

Requirements

Knowledge and abilities typically acquired through two months of on-the-job training or related customer service work experience; related education and experience may be interchangeable year for year.
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, state, and gaming regulations.
Must successfully pass a background check and drug screening.
Must be at least 21 years of age.
Knowledge of the property’s regional gaming market; casino marketing functions, including databases, advertising, and branding; applicable procedures, methods, equipment, software, and relevant laws and regulations; and cash handling, marketing, and sales techniques.
Working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint.
Ability to use a card punch machine and slot card computer system to read and understand guest information, update records, and identify duplicate accounts.
Ability to provide memorable guest service, exceed expectations in accomplishing responsibilities, and present an enthusiastic, outgoing, and professional demeanor.
Ability to communicate clearly and concisely, operate office equipment, and maintain effective working relationships.
Ability to work varying shifts and schedules as needed.

Nice To Haves

Multilingual skills.

Responsibilities

Create an atmosphere that encourages guests to choose Hard Rock Sacramento at Fire Mountain for gaming entertainment, build and retain guest relationships, and mentor team members in delivering superior guest service.
Enroll new guests in the Player’s Club, process replacement cards, maintain the database, update guest records, and flag duplicate accounts.
Explain the complimentary structure and qualification requirements for different levels of services and goods.
Cash direct-mail and cash-back coupons; maintain accountability for a $5,000 bank drawer and balance it at the end of the shift.
Issue complimentary services and goods based on qualified play, including cash and complimentary concert tickets and VIP credentials.
Help coordinate Player’s Club promotions and assist with marketing promotions and special events.
Assist with maintenance and inventory control of Player’s Club merchandise.
Distribute promotional coupons and gifts as needed.
Process win/loss statements for guests.
Attend and participate in meetings and complete assigned follow-up.
Attend and participate in assigned off-property functions and events.
Perform work regularly and predictably and carry out other duties as assigned.