Lead Players Club Rep

PORT MADISON ENTERPRISES

SUQUAMISH CLEARWATER CASINO RESORT

Marketing- Lead Players Club Representative

General Position Summary

Responsible for the day-to-day operation of Club Clearwater (CCW) including providing Customer Service by promoting membership, creating & replacing CCW cards, resolving point disputes, ensuring guests receive “Clearly Superior Service”, data input (maintain accurate player data), and daily reports.

Essential Functions/Major Responsibilities

• Greets all guests and recruits new members to the players club
• Creates accounts for new players & replaces cards as needed
• Promotes club card usage from existing members through the club benefits and promotions
• Promotes club member retention and growth through customer service activities
• Issues vouchers for point redemption for food, merchandise, and cash
• Interacts with guests throughout the casino floor to ensure players understand how the points are earned on the machines and any other games in the casino. Explains to guests the benefit of being a club member and promotes the use of club card while playing
• Promotes upcoming events, entertainment, ad assists with promotions
• Announces upcoming events, promotions, winners, birthdays, anniversaries, etc
• Follows and actively practices Customer Service Standards
• Issues complimentary vouchers per request from authorized employees as needed
• Assists guests with all inquiries regarding players club
• Maintains accurate documentation for guest’s point redemption, issuance of complimentary items and promotional give-always
• Maintains accuracy of member’s data and updates information as needed for the player tracking system
• Meets weekly with Club Clearwater staff to review issues
• All of the Functions of a Ambassador
• Assists management with CCW staff schedules
• Provides input to management for performance appraisals of staff Oversees training of new employees
• Reports and documents unresolved guest disputes to management
• Provides Club Clearwater Ambassadors with breaks and ensures guests receive efficient and prompt service
  
  

Secondary Functions

• Keeps storage area organized and stocked
• Insures necessary CCW brochures, fliers, entry forms, promotional items are in stock
• Maintains CCW bulletin board, CCW employee information binder, CCW guest information sheet, Shift Lead daily report binder, and CCW information wheel
• Trains the Ambassador on new procedures
• Promotes “Clearly Superior” work ethics amongst all CCW/Casino employees
• Assists with special promotions or events as requested by management
• Other duties as assigned
  
  

Specific Job Skills

• Must possess competency in use of word processor, including computer programs like word and excel
• Must be able to provide excellent customer service to guests and employees
• Accurate and timely handling of assigned tasks and multiple activities
• Good communication skills (including listening, writing and speaking)
• Ability to follow directions
• Ability to problem-solve, handle stressful situations and make good decisions
• Ability to function in a team-oriented environment and work independently
  
  

Qualifications

Education and/or Experience:

High School diploma or GED desired. Two (2) years of administrative assistant experience or training desired. Some Leadership or Management training helpful. Knowledge of computer software is required. Experience in sales or marketing helpful.

Job Conditions

Working conditions include working in a casino with a computer and other equipment. Other working conditions may include working with others, frequent interruptions, evening and/or weekends. Performs basic data entry.

Physical Requirements

Manual and finger dexterity for operation of personal computers and routine paperwork.