Players Club Representative

• Provide professional, courteous, and consistent guest service to both internal and external guests.

• Promote a welcoming and entertaining environment that aligns with company culture and guest service standards.

• Respond promptly and effectively to guest inquiries, concerns, and requests in a positive and solution-oriented manner.

• Maintain a thorough working knowledge of casino amenities, food and beverage outlets, lodge offerings, promotions, and special events to accurately assist guests.

• Make casino announcements and page guests as required.

• Answer incoming telephone calls and route calls to the appropriate departments.

• Accurately enroll new members and maintain existing player accounts, including issuing new and replacement Players Club cards.

• Enter, update, and maintain guest information within the player tracking system, including addresses, memos, and account notes.

• Redeem coupons, certificates, promotional play, and entry tickets in accordance with established procedures.

• Sort, reconcile, and archive redeemed coupons and promotional materials.

• Assist with daily and special event drawings, ensuring accuracy, fairness, and compliance with internal controls.

• Monitor ban lists and ensure compliance with promotional restrictions.

• Archive duplicate accounts and deactivate deceased player accounts upon proper notification.

• Assist with the execution of promotions, tournaments, special events as assigned.

• Report and document suspicious activity to the Casino Shift Manager, Players Club Supervisor, Marketing Director, Security, and Surveillance.

• Adhere to all Tribal Internal Control Standards, Minimum Internal Control Standards, Title 31 requirements, and SOPs.

• Maintain adequate inventory and organization of Players Club supplies.

• Maintain confidentiality of guests, employee, and company information at all times.

• All other duties as assigned.

UNIFORM:

• Department issued shirt

• Black pants – pocketless or pockets sewn shut.

• Black shoes

• Must present a well-groomed and professional appearance.

• Sokaogon Gaming Commission (SGC) issued Gaming License/ID Badge.

QUALIFICATIONS:

• Must be at least 18 years of age.

• Two forms of ID, one of which must be a photo ID.

• Must submit to and pass a drug and alcohol test per Sokaogon Gaming Enterprise Corporation (SGEC) Drug and Alcohol Policy.

• Must pass a Background Investigation.

• Successfully complete a 60-day probationary period.

• Must be able to take and pass the Title 31 Compliance test within 30 days of hire.

• Excellent verbal and interpersonal communication skills.

• Ability to work independently and as part of a team.

• Ability to multitask and prioritize in a fast-paced environment.

• Ability to stand for extended periods and perform all physical aspects of the role.

• Basic computer and data entry skills.

• Willingness to work a flexible schedule, including nights, weekends, and holidays.

• Native American preference granted according to P.L. 93-638

The Players Club Representative serves as the primary point of contact for casino guests participating in the Players Club loyalty program. This position is responsible for delivering exceptional guest service, accurately maintaining player account information, administering promotional offers and drawings, and ensuring compliance with all internal controls, regulatory requirements, and company policies.

The Players Club Representative supports marketing initiatives by educating guests on loyalty benefits, promotions, and property amenities while fostering positive guest relationships and promoting repeat visitation.