Representative - Morongo Rewards

The Representative – Morongo Rewards is responsible for promoting the Morongo Rewards loyalty program by assisting guests through the membership process, providing program information, issuing player cards, and ensuring excellent guest service. This position plays a key role in new member acquisition, guest engagement, and database accuracy while supporting the overall objectives of the Marketing Department.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Promotes the Morongo Rewards program and educates guests on its benefits.
• Meets, greets, and delivers outstanding guest service both in person and by phone.
• Actively seeks new enrollments by engaging guests on the casino floor and communicating value propositions.
• Enrolls guests, reprints cards, processes PIN changes, and ensures accurate data entry.
• Achieves and tracks daily, weekly, and monthly enrollment and engagement goals.
• Issues complimentaries in accordance with Morongo’s comp guidelines and evaluation of guest play.
• Assists with the arrival and departure of bus groups when applicable.
• Supports other departments in issuing cards and maintaining accurate player records.
• Provides detailed information about current promotions, marketing events, and resort amenities.
• Maintains a clean and professional work area; assists with basic floor maintenance (e.g., picking up trash, straightening chairs).
• Escorts guests to various areas of the property and ensures their questions are answered accurately and courteously.
• Performs other duties as assigned to support the efficient operation of the department.

SUPERVISORY RESPONSIBILITIES:
This position does not have direct supervisory responsibilities but may provide guidance or support to other team members.

QUALIFICATIONS:

• Excellent guest service and communication skills required.
• Ability to handle high-volume interactions in a fast-paced casino environment.
• Strong interpersonal skills with the ability to maintain composure and professionalism.
• Familiarity with PC-based software applications; ability to learn casino management systems.
• Ability to maintain confidentiality of sensitive information.
• Demonstrates professionalism, high ethics, and a team-oriented attitude.

EDUCATION and/or EXPERIENCE:

• High school diploma or equivalent preferred.
• Additional coursework in Marketing, Business, or Hospitality is a plus.
• Minimum of 1–2 years of experience in customer service, guest relations, or a loyalty/rewards program environment.
• Strong interpersonal and communication skills with the ability to engage professionally with guests.
• Experience with loyalty program systems, enrolling guests, issuing rewards, and promoting player benefits.
• Ability to resolve guest concerns quickly and effectively while maintaining a high level of service.
• Strong attention to detail and accuracy when processing transactions and updating account information.
• Prior experience in a casino, resort, or hospitality environment is preferred.

LICENSES, CERTIFICATES, REGISTRATIONS:

Must have successfully completed a background check and obtained a gaming license issued by the Morongo Gaming Agency, as required.

LANGUAGE SKILLS:

Must be able to read and interpret documents in English, such as instructions, guidelines, policies, and procedures. Must also be able to communicate clearly and effectively with team members, management, and guests.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Communication Skills: Must be able to communicate clearly, professionally, and courteously in person and by phone with guests, team members, and supervisors; responsible for answering program questions, assisting with enrollment, and resolving minor guest concerns with efficiency and friendliness.
• Lifting and Carrying: Frequently lifts and carries promotional materials, printed collateral, guest gifts, and supplies weighing up to 25 pounds; may assist with event setup or product restocking within the Rewards area.
• Manual Dexterity: Regularly uses hands and fingers to operate a computer, guest service kiosk, printer, and telephone; responsible for accurate data entry, printing player cards, and managing routine clerical tasks.
• Mobility: Frequently walks, stands, and moves around the Morongo Rewards center and adjacent casino floor to assist guests, restock materials, or support event activities; must be able to remain on feet for extended periods during shifts.
• Stationary Work: Occasionally remains seated while entering guest information, completing reports, or managing digital records at a workstation.
• Tool Operation: Regular use of Rewards program software, CRM systems, printers, promotional tracking tools, phones, and standard office equipment.
• Visual Acuity: Requires close vision to verify guest identification, accurately input data, issue promotional items, and manage printed documentation or digital interfaces.
• Working Conditions: Routinely operates in a guest-facing, high-traffic environment within the casino; frequent exposure to bright lights, loud noise levels, and a smoking environment throughout the property.

WORK ENVIRONMENT:

This is a dynamic, fast-paced environment that requires the ability to adapt and perform under pressure. The casino operates with moderate to loud noise levels and is a smoking environment, requiring team members to work comfortably in these conditions.

WORKING HOURS:

Morongo Casino Resort & Spa operates 24 hours a day, 365 days a year; therefore, flexibility in scheduling is essential. Team members must be available to work shifts that may include evenings, weekends, holidays, and special events. Schedules are subject to change based on business needs and may include overtime, as well as work on both weekdays and weekends.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) AND INDIAN PREFERENCE:

Morongo Casino Resort & Spa is an Equal Opportunity Employer and gives hiring preference to qualified Native Americans as allowed by law. We consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, veteran status, or national origin.

We provide reasonable accommodations to qualified individuals with disabilities as required by the ADA. If you need help or an accommodation during the hiring process, please contact Human Resources.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.