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Rewards Program Coordinator

2 months ago

Auburn, Washington, United States Muckleshoot Casino Full time
INVESTING IN YOUR FUTURE
  • Attractive compensation starting at $20.17/hr. with performance-based bonuses twice a year.
  • Comprehensive health benefits including medical, dental, vision, and prescription drug coverage at no cost for you, with competitive rates for your family.
  • Free meals and covered parking for team members.
  • Employer-funded life insurance, long-term disability, and accidental death and dismemberment coverage, along with Flexible Spending Account options for healthcare expenses.
  • Company-sponsored gaming licenses (Class B & Class A).
  • A range of additional voluntary benefits and retirement savings plans.
ROLE OVERVIEW

As directed by the Player Services Supervisor/Manager, the Player Services Representative plays a vital role in addressing inquiries related to Muckleshoot Rewards, ensuring precise data entry, issuing Rewards cards, promoting the benefits of the Muckleshoot Rewards program, enrolling new players, and supporting special events and promotions.

KEY RESPONSIBILITIES
  • Demonstrate MCR's core values by consistently providing outstanding guest service and professionalism.
  • Deliver exceptional guest service by warmly greeting and assisting all guests with a friendly and positive attitude.
  • Engage with guests on the Casino floor to identify non-carded players and enroll them in the Muckleshoot Rewards program; replace lost or invalid cards as needed.
  • Maintain accurate guest information for both new and existing Muckleshoot Rewards members, ensuring the highest standards of data entry.
  • Process new and duplicate Muckleshoot Rewards cards as requested, clearly explaining the membership rules and regulations.
  • Advocate for the Muckleshoot Rewards card by sharing information about marketing programs, redemptions, and upcoming events with guests, team members, and management.
  • Issue vouchers for Muckleshoot Rewards coupon redemptions.
  • Complete all documentation in compliance with MCR internal controls and departmental policies.
  • Maintain familiarity with casino facilities, including gaming activities and restaurant locations.
  • Stay updated on all Muckleshoot venues, including their locations, contact details, and promotions.
  • Document jackpot winners with photos and necessary paperwork as requested.
  • Guide guests on the gaming floor, explaining how to utilize the Muckleshoot Rewards card and its benefits.
  • Meet departmental and shift quotas as set by management.
  • Assist in organizing and executing special events, promotions, and entertainment as assigned.
  • Ensure the Player Services counter is clean and well-stocked.
  • Utilize the public address system for jackpot announcements and guest assistance.
  • Monitor the Muckleshoot Rewards embosser, copier, and printer to ensure they are operational and stocked.
  • Adjust television channels according to established sports schedules or guest requests.
  • May help train new Player Services Representatives.
  • Foster a positive and safe work environment, promoting team member relations and reporting issues as necessary.
  • Perform additional duties as assigned.
QUALIFICATIONS
  • Minimum of one (1) year of customer service experience required.
  • Preferred one (1) year of experience in the gaming industry.
  • Experience with manual pallet movers and hand trucks is required.
  • Public speaking experience is preferred.
  • Forklift certification is a plus.
  • Must possess a valid Washington State Driver's License.
SUCCESS FACTORS
  • Exhibit exceptional guest relations and organizational skills.
  • Demonstrate strong verbal, written, and interpersonal communication skills; fluency in English is required.
  • Maintain a positive and upbeat demeanor throughout shifts, with the ability to accept direction and instruction constructively.
  • Show proficiency in computer skills and the ability to learn Muckleshoot Rewards program applications.
  • Effectively manage multiple tasks in a high-volume, fast-paced environment while maintaining quality guest service.
  • Willingness to work various shifts, including weekends and holidays, and adhere to attendance guidelines.
  • Commitment to regulatory, departmental, and company policies, including the handling of confidential materials.
WORK ENVIRONMENT
  • Availability: Flexibility to work different shifts, including holidays, weekends, and nights to support a 24/7 operation.
  • Physical Requirements: Ability to navigate all areas of the casino, including stairs, and to stand, walk, sit, reach, stoop, kneel, or crouch for extended periods. Must be able to lift at least 25 lbs. and may need to move or push materials as required.
  • Environmental Factors: Exposure to environmental tobacco smoke (ETS) while working on the gaming floor.
  • Team Spirit: As a team member, take pride in representing the Muckleshoot name, contributing to a welcoming environment through shared responsibilities.
  • Guest-Centered Approach: Focus on providing personalized and welcoming experiences, emphasizing genuine connections and thoughtful recommendations.