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Position Summary:

Under general direction from the Manager of Player Development, responsible for providing exceptional guest service while building loyalty to Table Mountain Casino Resort Players Club.  Serves as primary point of contact and liaison between the casino and tribal members, building trust and fostering collaborative relationships.  Maintain a high level of visibility on the floor and in the Club booths.

 

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

 

Essential Duties & Responsibilities:

• Demonstrate a deep understanding of tribal cultures, traditions and governance structures to ensure all interactions are respectful and appropriate.
• Provide exceptional customer service and personalized attention to casino guests, particularly high-value players and tribal members.
• Welcome tribal members; explain games and promotions, and assist with inquiries and issue resolutions.
• Effectively communicate information about the casino’s offerings, amenities, promotions, and events to guests and tribal members.
• Arrange and confirm reservations for hotel stays, dining, and special events for tribal members.
• Coordinate overnight accommodations for tribal members or VIPs as needed.

·   Communicate with internal teams to make sure all needs are met and property visits are seamless.

• Track and manage reservation details, including dates, preferences, and special requests.
• Act as a liaison between guests/tribal members and casino management to address and resolve any concerns or issues promptly and professionally.
• Effectively and accurately use Patron Management software as it pertains to enrolling new members and daily operation of the Players Club.
• Utilize data to identify player trends and preferences to tailor guest and tribal member experiences.
• Maintain a record of interactions and provide reports and updates to management as needed.
• Analyze guest accounts to issue discretionary comps per established company policies and procedures. Introduce potential and/or identified VIP guests to VIP Hosts and Executive Hosts.
• Assist VIP and Executive Hosts during special events.
• Must be aware and have a thorough understanding of all casino promotions, giveaways, events and general casino information.
• Must be knowledgeable of and be able to explain all games offered at Table Mountain Casino including table games, slot and video reel machines.
• Provides excellent customer service to enhance the gaming experience of tribal member customers.
• Communicates upcoming promotional ideas/events to identified players.
• Creates an environment that complements service and fosters trust and integrity by properly maintaining confidentiality, internally and externally, as it relates to guest and tribal-member information.
• Responsible for participating in premium promotions.
• Contributes to a team effort and accomplishes related results as required.
• Performs other duties as required.

 

Direct Reports:  None.

Access to Sensitive Areas: Access to guest personal information in Patron Management.  

Signatory Authority: Pre-authorized and/or pre-assigned Players Club redemptions and comps.

 

Minimum Qualifications:

High School Diploma or equivalent is required unless waived by Human Resources Management.  Six (6) months of one-on-one customer service experience.  Bilingual in English/Spanish or English/Asian language a plus.  Excellent interpersonal, guest service, communication, and problem-solving skills are required.   Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license. 

 

Knowledge, Skills and Abilities:

• Knowledge of Players Club program.
• Knowledge of basic accounting, math, and record keeping practices and procedures.
• Knowledge of proper spelling, grammar, punctuation, and basic business language/vocabulary.
• Skill in supervising, training, and evaluating assigned staff.
• Ability to operate computer systems/programs, such as Microsoft Office and Patron Management, in an efficient and reliable manner. 
• Ability to communicate effectively, both verbally and in writing.
• Ability to work all hours including weekends and holidays.
• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
• Ability to establish and maintain professional relationships with co-workers at all levels.
• Ability to work independently and meet strict time lines.
• Ability to make solid decisions and exercise independent judgment.

 

Physical Demands:

While performing the duties of this job, the employee may be required to sit for prolonged periods, walk and stand; use hands for dexterity of motion; stoop, bend, kneel or crouch, and have normal auditory, visual acuity, and verbal communications skills.  The employee must occasionally lift and/or move up to 30 pounds. 

 

Work Environment:

Work is generally performed in an office setting with a moderate noise level.  Occasional work is performed in a Casino setting with exposure to second-hand smoke and a moderate noise level. Extended hours and irregular shifts may be required. Tight time constraints and multiple demands are common. Travel may be required.

Must be able to work Nights, Weekends, and Holidays