What are the responsibilities and job description for the GWP - Player's Club Attendant position at S&k Gaming Llc?
SUMMARY
The Player’s Club Attendant, under direct supervision of the Player’s Club Manager, is responsible for generating a positive and friendly atmosphere for all customers. Identifies and greets guests and provides complementary and other service where required. Enroll new members for player’s club cards. Ensures customer needs are met in a timely fashion. Promotes excellent customer service, positive public and employee relations. Always presents oneself in a neat and clean appearance. Responsible for providing consistent, courteous service to all property guests, ensuring an optimal level of guest service and satisfaction is achieved and maintained. Effectively input data into tracking system. Answer questions about the property in a positive and complimentary manner. Ensures positive customer relations through effective communications. Regularly reviews gaming area to assist customers. Greets players in a friendly manner and aids where necessary. Maintains follow up contact with customers. Attends periodic meetings and training sessions. Monitors VIP areas as assigned.
DUTIES & RESPONSIBILITIES
- Knowledge of principles and practices of public relations, promotions, and marketing in a customer service-oriented environment.
- Knowledge of computer utilization in marketing/business operations.
- Incumbent may handle and be accountable for financial instruments during course of work.
- Ability to write reports and business correspondence.
- Ability to communicate effectively in the English language, both verbally and in writing with staff and the public.
- Ability to apply basic mathematical skills.
- Ability to interpret a variety of instructions furnished in written and oral form.
- Skill in operating business computers and office machines, including Microsoft Word and Excel.
- Input new player information into the database system and issue/print player’s club cards.
- Explain Player’s Club to all customers in detail and motivate guests to join club.
- Reprint lost/stolen cards, void unattended/stolen cards.
- Register all participants in any promotional purposes and giveaways.
- Must be very well versed on property events and able to relay it to our customers.
- Actively promote the Player’s Club and its benefits to S & K Gaming’s customers.
- Promote all eligible guest to carded, tracked players by enrolling those customers in the Player’s Club.
- Conduct promotions through the Player’s Club system and help facilitate special events and promotions in and out of casino.
- Distribute information about S & K Gaming properties and amenities and facilitates customer surveys on and around the property.
- Retain information concerning all players club promotions, entertainment, and events.
- Make announcements regarding casino promotions, other announcements, entertainment, and events throughout casino.
- Record information regarding guest, major wins, etc. for marketing department.
- Facilitate the flow of information by attending regularly scheduled department meetings.
- Routinely inspect stock of Player’s Club materials and supplies and re-stock as needed.
- Capable of handling routine customer complaints, unpleasant customers and incidents while exhibiting the appropriate discretion in identifying situations that require the attention of a supervisor.
- Highly developed sense of integrity and commitment to customer satisfaction.
- Demonstrated passion for excellence with respect to treating and caring for customers.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Has a pleasant, patient, and friendly attitude.
- Strong decision making and analytical abilities.
- Strong detail orientation and communication/listening skills.
- Possess a strong work ethic and team player mentality.
- Keeping the self-serve station stocked and cleaned.
- Keeping the machines clean.
- Performing opening/closing shift duties.
- Familiarizing ones-self with Win/Loss forms. How to print the Win/Loss forms, and/or where to send the patron to get one.
- Ability getting into the machines for paper fill, restart machines, Etc.
- Have a basic understanding of what the machine games done and how they work.
- Performs other duties as assigned.
REQUIRED KNOWLEDGE, SKILLS & ABILITIES
- The ability to follow instructions and to perform repetitive tasks under close supervision is required.
- This individual must be punctual and dependable in reporting to work as scheduled and completing assigned tasks.
- This individual must maintain a neat and hygienic appearance.
- This individual must be able to effectively work alone and/or with other employees in a team environment.
- Uniforms are required.
- Excellent customer service.
- Have interpersonal skills to deal effectively with all business contacts.
- Ability to read, analyze and interpret simple documents, such as safety rules, operating and maintenance instructions and policy/procedure manuals.
- Comply with all company regulations and policies.
EDUCATION and/or EXPERIENCE
- High school diploma or GED equivalent is required.
- Exceptional guest service and communication skills is required.
- Minimum of six (6) months prior experience working with the public is preferred.