JOB DESCRIPTION:

JOB SUMMARY: A frontline team member who greets and engages with casino guests, providing a wide range of services, including general information on the property, Player’s Club, current and upcoming events, promotions and activities.

SPECIFIC DUTIES PERFORMED: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

• Serve as an initial greeter of guests and Player’s Club members.
• Provide information and knowledge of the property, promotions, events, activities and demonstrate familiarity with slot machines, table games, food outlets and amenities.
• Accurately and efficiently perform data entry tasks associated with Player Club memberships, including redemptions, membership status, update player information and present benefits and eligibility for promotions, drawings and events.
• Provide assistance, information, or other support to guests and team members in a friendly, courteous manner to build loyalty and maintain a positive relationship with them.
• Initiate communication and inquire how to enhance the “guest experience”.
• Carefully reviews and checks the accuracy of information provided by guests.
• Provide the highest level of ongoing guest service by ensuring that player needs are met satisfactory.
• Ensures privacy and confidentiality of all player information.
• Ability to work in a fast-paced, player-oriented environment and issue player’s club cards & numbers information into player tracking system and maintain database.
• Builds relationships inside and outside of their department / team to improve ways of working and provide a great guest experience.
• Arrives to work on-time, is accountable, professionally dressed and ready to service guests in a friendly, personable manner.
• Demonstrates a strong work ethic and is visible, available and present for the guest and their team.
• Ability to make confident, independent decisions to maximize guest service experience.
• Prepared and willing to work different days, shifts and duties depending on company needs.
• Seeks to share and improve processes and workflows based on guest feedback.
• Finds ways to make good use of their strengths and talents.
• Heavy weekend, holiday and event schedules.
• Moves the situation quickly toward resolution by efficiently managing and controlling the circumstances.
• Explains the “why” behind the resolution or action.
• Pays attention to detail and conducts thorough research to make the best decision for the guest and the business.
• Anticipates the consequences of decisions that impact the organization or guest and proactively provides solutions or recommendations appropriately.
• Demonstrates enthusiasm, courtesy, responsiveness and professionalism in our daily work.
• Adheres to all regulatory, company and department policies and procedures.

Revised 03/22

JOB REQUIREMENTS:

EXTENT OF JOB AUTHORITY: Primary responsibility is to provide service at the Player’s Club, access, update and maintain guest database for Player’s Club benefits. Encourage new club member sign-ups and inform guests and team members of promotions, activities and events. Work in conjunction with the Hosts to notify them of high-level players who are present or in need of attention.
SUPERVISION EXCERCISED: None.
LICENSE REQUIRED: Must obtain and hold a Class III gaming license while employed and complete an annual background check with TGA.
MINUMUM EDUCATION REQUIRED FOR POSITION: High school diploma or GED equivalent required. One to two years in experience in guest service or sales preferable.
PHYSICAL REQUIREMENTS: Physical ability to endure prolonged periods of standing and moving throughout the casino area. Must be able to bend, reach, squat able to lift at least fifty pounds (50lbs). Must have absence of color blindness. Must have computer skills and type at least 30 wpm.
SPECIFIC SKILLS/KNOWLEDGE/ ABILITIES FOR POSITION: Deliver excellent guest service. Must have general computer knowledge and be familiar with Excel and Word. Have general knowledge of the property, including machines, table games, and other gaming areas. Ability to speak clearly and listen attentively to guest’s questions and concerns. Able to inform and process promotional redemptions and disseminate information in a courteous and friendly manner. Feel comfortable and at ease in approaching guests on the floor. Request and receive personal and player account information while maintaining strict privacy and confidentiality policies. Can effectively handle several problems or tasks at once

• Serve as an initial greeter of guests and Player’s Club members.
• Provide information and knowledge of the property, promotions, events, activities and demonstrate familiarity with slot machines, table games, food outlets and amenities.
• Accurately and efficiently perform data entry tasks associated with Player Club memberships, including redemptions, membership status, update player information and present benefits and eligibility for promotions, drawings and events.
• Provide assistance, information, or other support to guests and team members in a friendly, courteous manner to build loyalty and maintain a positive relationship with them.
• Initiate communication and inquire how to enhance the “guest experience”.
• Carefully reviews and checks the accuracy of information provided by guests.
• Provide the highest level of ongoing guest service by ensuring that player needs are met satisfactory.
• Ensures privacy and confidentiality of all player information.
• Ability to work in a fast-paced, player-oriented environment and issue player’s club cards & numbers information into player tracking system and maintain database.
• Builds relationships inside and outside of their department / team to improve ways of working and provide a great guest experience.
• Arrives to work on-time, is accountable, professionally dressed and ready to service guests in a friendly, personable manner.
• Demonstrates a strong work ethic and is visible, available and present for the guest and their team.
• Ability to make confident, independent decisions to maximize guest service experience.
• Prepared and willing to work different days, shifts and duties depending on company needs.
• Seeks to share and improve processes and workflows based on guest feedback.
• Finds ways to make good use of their strengths and talents.
• Heavy weekend, holiday and event schedules.
• Moves the situation quickly toward resolution by efficiently managing and controlling the circumstances.
• Explains the “why” behind the resolution or action.
• Pays attention to detail and conducts thorough research to make the best decision for the guest and the business.
• Anticipates the consequences of decisions that impact the organization or guest and proactively provides solutions or recommendations appropriately.
• Demonstrates enthusiasm, courtesy, responsiveness and professionalism in our daily work.
• Adheres to all regulatory, company and department policies and procedures