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POSTING #: 2008-MKT-003
JOB TITLE: Players Club Representative
DEPARTMENT/LOCATION: Marketing/Casino
REPORTS TO: Players Club Supervisor
SALARY GRADE: Non Management
STATUS: Hourly/Part Time
OPEN DATE: 4/10/2008
CLOSING DATE: Open Until Filled
Job Summary: Primary responsibilities include helping guests to sign up for and utilize the benefits for Players' Club, greeting and processing groups and buses, and assisting with promotions and special events.
Primary Duties & Responsibilities:
- Represents Odawa Casino Resort in the most positive manner with internal and external guests to satisfy service expectations. Interacts effectively with a diverse group of guests and Team Members, learns and uses operating practices of the department and the organization.
- Upholds Odawa Casino Resort Mission statement in all aspects of position: Odawa Casino Resort is committed to providing Guests with an exciting entertainment experience through exceptional customer service and hospitality. Odawa Casino Resort is committed to providing Employees with a safe, consistent and enjoyable work environment that brings rewarding and challenging experiences.
- Greets guests with professionalism and a friendly smile.
- Responsible for handling Players Club enrollment, account balance inquiries and explanation of programs and events.
- Responsible for data entry of new Player’s Club enrollees.
- Assists and maintains a comfortable and positive environment for all guests that enters the facility, as well as other employees.
- Assists marketing staff on special promotions when necessary.
- When unable to handle a complaint, calls supervisor or shift manager or appropriate marketing personnel, in order to resolve issues in a professional manner.
- Creates a fun and exciting atmosphere (in a professional and polite manner), by making overhead announcements of birthdays, paging requests, winner announcements.
- Assists guests with jackpot wins, takes photographs, and attempts to get a release form signed so that the winner information can be used for promotional purposes.
- Solicits guest feedback by direct interaction and comment cards.
- Acts immediately on any guest complaint to ensure that corrections are made and that 100% satisfaction guarantee invocations are made.
- Maintains a neat, clean, organized, safe and comfortable work environment for employees and guests.
- Performs all other duties as assigned within the scope of work.
Core Competencies:
- Guest Focus—Strive for high guest satisfaction, going out of way to be helpful and pleasant, making it as easy as possible on the guest rather than self, department, or organization.
- Communication—Balancing listening and talking, speaking and writing clearly and accurately, influencing others, keeping others informed.
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Teamwork—Being helpful, respectful, approachable, and team oriented, building strong working relationships and a positive work environment, is responsible, honest, loyal, interacts with others tactfully, resolves conflicts appropriately, and adapts to change.
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Accountability—planning ahead, managing time well, being on time, being cost conscious, thinking of better ways of doing things, demonstrates ability to follow instructions, maintains appropriate appearance, complies with Team Member policies and procedures, willing to learn.
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Committed to Safety—Complies with safety instructions, observing safe work practices, and provides input on safety issues.
Preference: Applies to Native Americans in accordance with Waganakising Odawak Statute - Indian Preference in Tribal Employment (WOS 2002-04, July 2, 2002, Section II)
Minimum Qualifications:
Must be 18 years of age or older. Must be computer literate, familiar with IBM or compatible software to include: Microsoft Office, Excel, and Outlook systems. Must have excellent communication skills. Must be tactful, and have excellent guest service skills. Must posses the ability to establish priorities, work independently, handle and resolve problems and conflicts, etc. Must be able to stand or walk for long periods of time. Must be able to bend, kneel and reach. Use of hands, wrists, and fingers associated with computer usage. Exposure to loud, continuous noise levels and a smoke filled environment. Must maintain confidentiality at all times and be flexible with shift and days off. Must be able to meet Odawa Casino Resort internal training requirements and be able to obtain a gaming license in accordance to the regulations established by the LTBB Gaming Regulatory Commission. Pre-employment drug testing will apply to all selected applicants receiving an offer of conditional employment.
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