REP - PLAYERS CLUB

Seminole Hard Rock Hotel & Casino•Bristol, VA

62d•Onsite

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

This knowledge and these skills are typically acquired through a high school diploma or equivalent.
This knowledge and these abilities are typically acquired through two months of on-the-job training; or through related customer service work experience.
Computer literacy with good oral and written English communication skills required.
Excellent phone etiquette and guest relations skills are also required.
Must obtain and maintain all licenses / certifications per Federal, State, and Virginia Lottery.
Must successfully pass background check.
Must successfully pass drug screening.
Must be twenty-one (21) years of age.
Must be able to work holidays and weekends, as well as flexible shifts.

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 Bristol 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 Virginia Gaming Regulations.