Players Club Representative

Job description

Great teams make the #Best8Hours of your day. At Seneca Resorts & Casinos, we work hard, celebrate often, and build a culture people actually want to be part of. The Players Club Representative provides quality customer service, issues Player’s Club cards to new and existing guests efficiently and accurately and carefully executes promotions/events. Assists and maintains a comfortable, positive environment for guests that enter the casino facility. Answers the telephone and takes messages when necessary, transfers call to appropriate persons and answers basic questions asked by caller. Works on a rotating schedule with other Players Club Representatives to document motor coach arrivals, distribute group packages; records guest head counts, handles problems with guests or group leaders. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objective. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 1. Provide the highest level of Customer Service to Guests at all times. 2. Respond to all guest inquiries in a professional, courteous and friendly manner. 3. Assist in execution of promotions and events. Responsible for awareness of current promotions/events and promotional activities and relaying all information to guests. 4. Enter correct and accurate guest information in to ACSC system. 5. Relay Seneca Club card uses and benefits to each guest, as well as describe any and all current and upcoming promotions. 6. Responsible for greeting buses and issuing correct incentive packages while relaying pertinent visitor information. 7. Perform duties to ensure that all incentive packages are accurately counted, able to reconcile coupons for daily reports to Income Audit and perform duties to ensure that all coupons are accurately counted and in accordance with Seneca Gaming Authority. 8. Maintain confidentiality of patron information. 9. Ensure accurate up to date information concerning general Casino information. 10. Promote positive public relations. 11. Flexible to work nights, weekends and holidays. 12. Maintain a high level of personal integrity and moral conduct free of questionable association. 13. Must be able to use good judgment as situations arise. 14. Able to operate basic office equipment as required. 15. Contribute promotional idea to management. 16. Perform other duties as assigned. 17. Attend scheduled department staff meetings, training sessions, and provide input regarding daily routine. 18. Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times. 19. Provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff. 20. Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies. 21. Must complete all required SGC Training programs within nine (9) months from commencement of employment. 22. Attend all necessary meetings. 23. Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule. QUALIFICATIONS/REQUIREMENTS: Education/Experience: 1. Must be 18 years of age or older upon employment. 2. High school diploma or equivalent required. 3. Previous customer service experience preferred. 4. Scheduling flexibility and dependability required. 5. Excellent quantifiable customer service skills and dependability required. 6. Must be able to type forty (40) words per minute. 7. Ability to operate a personal computer and proficient in entering data using a keyboard. Language Skills and Reasoning Ability: 1. Must possess excellent communication skills. 2. Ability to write and speak effectively to the public, employees, and customers. 3. Must have the ability to deal effectively and interact well with the customers and employees. 4. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner within the specified guidelines of the Players Club Representative position. Physical Requirements and Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderately loud. When on the Casino floor, the noise levels increase to loud. Must be able to work in an environment where smoking is permitted. 1. Must be able to stand for extended periods of time (up to 8 hours minimum), walk, and move through all areas of the Casino in a timely manner. 2. Must have excellent hearing abilities. 3. Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees and members of the business community in all situations. 4. Must be able to lift and carry up to forty (40) pounds. 5. Must maintain good personal hygiene. Salary Starting Rate: $16.00 Compensation is negotiable based on experience and education. Each position has varying minimum qualifications. In the absence of fully qualified candidates, some requirements may be waived.