Player Services Representative

1 month ago


Waukegan, United States Full House Resorts Full time
Essential Job Functions:

•Exhibit conduct in accordance with all Gaming Commission Regulations, Federal and State laws and regulations, and American Place and departmental policies and procedures;

•Consistently deliver positive, courteous and professional guest service in all interactions with guests, visitors, vendors and fellow employees;

•Register arriving guests by completing appropriate paperwork and obtaining proper payment information;

•Solicit and identify new gaming customers on the casino floor. Generate new business by signing up qualified guests for the Players' Club;

•Maintain up-to-date knowledge of player tracking system, promotions, events, entertainment and general property information;

•Create and issue Players Services cards and promote the program and related promotions;

•Maintain integrity of database by following precise standards of data entry;

•Ensure the protection of customer's rewards and credit lines;

•Settle account balances of departing guests by accepting payment and handling cash drawer.

•Investigates and resolves general billing discrepancies;

•Respond to guest inquiries concerning entertainment or attractions and provides guests with general information to ensure a pleasant stay in the hotel;

•Print and process routine reports and may assist in the training of new departmental employees;

•Promote positive public/employee relations at all times;

•Maintain a clean, safe, hazard-free work environment within area of responsibility;

•Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations;

•Ensure prompt and discrete notification to management of any observation of illegal acts and/or internal ethics violations;

•Perform other duties as assigned.

EDUCATION and/or EXPERIENCE:

  • High School/GED preferred
  • Prior high-volume customer service experience
  • 1-year related experience strongly preferred
Preferred:
  • Bilingual A Plus
CERTIFICATES, LICENSES, AND REGISTRATIONS:
  • Must be able to obtain/maintain any necessary certifications and/or licenses as required by local gaming regulations.
KNOWLEDGE/SKILLS/ABILITIES:
  • Excellent Verbal Communication skills are required
  • Must be highly organized and detail-oriented with strong decision-making skills
  • Ability to thrive in a fast-paced multi-tasking, hands-on environment
  • Ability to establish and maintain positive working relationships
  • Ability to work overtime and irregular hours
  • Strong Computer Skills
  • Understanding of various telecommunications equipment
  • Must be able to stand and walk for extended periods. Other physical demands of this job may include but are not limited to; sitting, bending, lifting to a minimum of 25lbs, reaching, pulling/pushing, kneeling, squatting, and grasping


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