Overview

POSITION SUMMARY:

The Wild Card Club Representatives are responsible for always providing the highest level of guest service.

Responsibilities

ESSENTIAL FUNCTIONS:

• Wild Card Representatives (WCR) are responsible for executing the highest level of guest service at Hard Rock Casino Cincinnati at all time
• WCR are to show up to their shift on-time and be at their workstation at the start of their shift
• WCR are to know and understand all gaming systems so they can communicate appropriate and correct information to guests
• WCR are expected to obtain 100% on secret shops by:
• Speaking first, greeting the guest with a positive comment, and sharing their name with the guest
• Asking how they may assist
• Utilizing the guest’s name
• Assisting the guest and reassuring with the guest that their needs have been exceeded
• Upselling an item of the casino
• Sending the guest to their next destination with a positive parting comment
• WCR are expected to capture phone numbers and email address of guests
• WCR will be asked to work the gaming floor:
• Telling guests about the Wild Card Club benefits
• Helping sign guests up for a card
• Helping to increase rated play
• WCR will assist with promotions and events
• WCR are expected to follow the handbook policy for always approaching and uniforms
• WCR are to always approach peers and leaders with a respectful tone
• WCR are expected to know and understand all promotions so they can effectively communicate them to guests
• WCR are to stand at the Wild Card Club and be approachable, friendly, and outgoing to ensure guests have the best experience at Hard Rock Casino Cincinnati
• This position reports to the Wild Card Club Supervisor Team
• Other duties as assigned

Qualifications

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

High school diploma and/or guest service experience.

 MUST BE 21 YEARS OF AGE

Additional Details

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc):

Must obtain and maintain all licenses / certifications per Federal, State, and Gaming regulations

• Must successfully pass background check
• Must successfully pass drug screening