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Players Club Service Representative

2 months ago

Waterloo, New York, United States del Lago Resort and Casino Full time
POSITION SUMMARY
Act as the primary point of contact for guests and manage data entry for the Players Card database. Provide retail support in the gift shop.

GENERAL ACCOUNTABILITIES
The following responsibilities are intended as general illustrations of the work in this role and are not exhaustive.
  • Enhance the del Lago brand through excellence, excitement, and genuine hospitality in all programs and executions.
  • Gather insights on valued guests through observation, analysis, and personal interactions.
  • Implement guest loyalty initiatives, relationship management, and direct marketing efforts. Address guest needs effectively.
  • Perform accurate and efficient data entry tasks related to Players Club memberships.
  • Document and report database information to management, assisting in the maintenance of database files as needed.
  • Maintain comprehensive knowledge of all special events, promotions, advertising campaigns, and community activities.
  • Exhibit exceptional interpersonal skills and project a confident and mature demeanor.
  • Conduct informal surveys and inquiries to gather guest feedback.
  • Become proficient in the player tracking system software.
  • Adhere to all standard operating procedures and cash handling protocols.
  • Ensure a well-organized and visually appealing presentation of retail merchandise.
  • Assist with inventory stocking duties.
WORKING CONDITIONS
Must possess the ability to:
  • Communicate effectively with all levels of team members, guests, and external contacts.
  • Thrive in a fast-paced work environment.
  • Navigate all work areas efficiently.
  • Work extended hours, including evenings, weekends, and holidays.
  • Spend prolonged periods seated as well as standing.
JOB QUALIFICATIONS
A high school diploma or GED is required. A minimum of one year of customer service experience and/or training or an equivalent combination of education and experience.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

COMPLIANCE RESPONSIBILITIES
In addition to the other duties described herein, each team member has the following responsibilities related to compliance with laws and regulations:
  • Participate in mandatory training sessions provided by the casino.
  • Obtain necessary licenses.
  • Perform duties in accordance with local laws and regulations.
  • Ensure minors are not permitted to gamble, loiter in gaming areas, consume alcoholic beverages, or purchase tobacco.
  • Understand the ordinances, regulations, laws, policies, and procedures relevant to the team member's department.
  • Be knowledgeable about the Property's programs addressing problem gambling.
  • Consult with appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with state regulations and internal controls.
  • Take appropriate steps to investigate exceptions, fraud, and potential violations, reporting such instances to the relevant management levels.
  • Report any known acts of wrongdoing by any team member.