Player Services Representative

2 months ago

Airway Heights, United States Spokane Tribe Casino Full time
POSITION SUMMARY

The Player Services Representative position is a dynamic, guest-focused sales professional responsible for promoting and selling the Sun Club Membership Program while providing exceptional guest service on the casino floor. This role combines proactive sales techniques with comprehensive guest assistance to enhance the overall casino experience.

GENERAL ACCOUNTABILITIES
  1. Actively promote and sell the benefits of the Sun Club Membership Program to potential members, highlighting exclusive perks and rewards
  2. Maintain a visible and mobile presence on the casino floor, identifying guests playing without a card and offering Sun Club membership services and assistance
  3. Approach and engage guests proactively, serving as a knowledgeable resource for all casino-related inquiries
  4. Guide guests through kiosk transactions, providing clear instructions and troubleshooting support Explain Sun Club membership tiers, point accrual, and redemption processes in detail
  5. Meet or exceed established quotas for new member sign-ups
  6. Assist with PIN resets and other account-related issues
  7. Assist in the setup, execution, and tear down of all marketing promotions and player events
  8. Perform regular data cleansing activities on the player database, including verifying and updating player contact information, identifying and merging duplicate player records, and conducting periodic audits to ensure data accuracy and consistency
  9. Distribute complimentary items based on gaming activity and program guidelines
  10. Participate in telemarketing efforts to promote events and gather guest feedback, as directed.
  11. Remain informed about Spokane Tribe Resort & Casino's offerings, promotions and upcoming events
  12. Other duties as assigned

GENERAL CONDITIONS
  • Move around all work areas effectively and efficiently.
  • Apply common-sense understanding to carry out instructions furnished in written, verbal, or graphic form.
  • Deal with problems involving several concrete variables.
  • Work periodically under conditions of extreme urgency (creating higher levels of job stress).
  • Work nights, weekends, and holidays.
  • Use all equipment associated with the position, including but not limited to, computers, software, and database systems.
  • Review and comprehend all necessary documentation.
  • Communicate effectively, with guests and all levels of team members.
  • Operate in a working environment that is subject to varying levels of crowds, noise, and second-hand smoke the severity of which depends upon guest volume.
  • Communicate effectively to understand and meet the needs of preferred internal clients.
JOB QUALIFICATIONS
  • High School Diploma or equivalent required
  • Minimum of two (2) years of experience in sales or guest service, preferably in a casino environment
  • Proven track record of meeting or exceeding sales targets
  • Excellent interpersonal and communication skills, with the ability to build rapport quickly
  • Strong persuasion and negotiation abilities
  • Ability to work in a fast-paced, high-energy environment
  • Proficiency in Microsoft Office and casino management software
  • Strong verbal and written communication and interpersonal relationship skills; read, write, and speak English fluently.
  • Flexible availability to work nights, weekends, and holidays as needed
  • Outstanding problem-solving skills and the ability to think on your feet
  • Positive attitude and enthusiasm for creating an excellent guest experience
  • Knowledge of responsible gaming practices and the ability to promote them
REGULATORY AND COMPLIANCE RESPONSIBILITIES

In addition to the other duties described herein, every team member has the following responsibilities related to compliance with laws and regulations:
  • Employment is contingent on receiving and maintaining adequate licensing, including any required gaming license.
  • Attend required training sessions offered by the Spokane Tribe Casino.
  • Perform the duties described in compliance with local laws and regulations.
  • Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Casino.
  • Take the necessary steps to ensure minors are not encouraged or permitted to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco products.
  • Refer to the Internal Control System and Policy Manuals for guidance.
  • Take the appropriate steps to report exceptions, fraud, acts of wrongdoing, and potential violations of regulations or internal controls to the appropriate levels of management.
  • Uphold high standards of ethical behavior, demonstrate an understanding of the impacts of problem gambling, and have knowledge of the Casino's programs to address problem gambling.
  • Establish rules for promotions and events that conform to Casino policies and regulatory requirements.

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