HOURS: FULL TIME POSITION(S); HOURS ARE AS SCHEDULED, MUST BE AVAILABLE TO WORK ALL SHIFTS, WEEKENDS AND HOLIDAYS
WAGE: $ 12.00 / HOUR
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide superior customer service to all gaming patrons to ensure a superior entertainment experience.
- Maintain close communication with VIP Service Hosts pertaining to VIP player information as well as potential new VIP players.
- Communication between VIP Hosts and Island Club Hosts to ensure VIP Hosts maintain working knowledge of day to day operations within the Island Club.
- Issue customer comment forms, receive and resolve customer complaints from the Gaming Facility.
- Distribute and receive donation requests and win/loss requests and forward to appropriate Managers.
- Maintain knowledge of and promote all upcoming promotions and Casino events.
- Plan and execute promotions or events as well as follow through for all slot tournaments, party pits as well as special events as assigned by management.
- Create accounts for all new members; issue new member benefits and explain in detail benefits of the Island Club to all new members.
- Reprint lost cards requested by the player/customer.
- Edit existing player accounts with up-to-date personal information and demographics.
- Adjust existing player accounts to reflect the correct level achieved and explain in detail level benefits and what is expected of the player to maintain levels or move up as well as the results of not maintaining current levels.
- Report all duplicate accounts on merge sheets.
- Recognize player birthday and anniversaries with the appropriate benefits entitled to the player.
- Enroll players into groups and redemptions for specific promotions.
- Issue all area and casino hotel / motel packages, point redemption requested, promo cash coupons presented with proper codes to ensure proper reporting.
- Report numbers at the end of the night, point redemptions and comps to be voided to Coordinator, Supervisor or Manager for proper follow through.
- Issue drink coupons within guidelines, packets of drink coupons to authorized management; maintain drink coupon log to ensure proper reporting to marketing management.
- Issue manager comps for patrons as requested by authorized management personnel.
- Enter all pit ratings for Island Club members as received from the Gaming department.
- Present incorrect pit ratings to Coordinator, Supervisors or Manager for corrections.
- Prepare all necessary paperwork for group tours prior to arrival; distribute necessary group tour changes to all departments.
- Execute specific bus promotions, greet and depart all incoming group tours, Print and verify reports to ensure accuracy
- Issue necessary promo cash to eligible group tour patrons.
- Maintain necessary logs of coupons used for hotel packages, drink or other coupons issued by Island Club Staff to ensure proper audit trail.
- Work closely with other departments to assist in promotions, customer complaints or other duties requested by the department that entails delivery of customer service.
- Answer all incoming phone calls to ticket sales.
- Receive, prepare and sell all entertainment tickets and event tickets being sold at the ticket office.
- Maintain customer information within ticketing system. Edit personal customer information and demographics as necessary.
- Maintain daily ticket counts.
- File as necessary paperwork for events sold with the appropriate concert file.
- Maintain knowledge of all upcoming entertainment events as well as information pertaining to each artist to ensure customer questions are answered.
- File all point of sale redemptions and comps forwarded from the Island Club on a daily basis.
- Enter all entertainment customers from each event into a separate group in SuperPlaymate to ensure proper reporting to Marketing Management.
- Maintain Ticket Sales till on a daily basis.
- Maintain and enter data from coupons returned from conventions, mailers, or other coupons issued to ensure proper reporting for Marketing Management.
- Mail information packets per phone request or manager request to potential customers.
- Assist conventions in preparation of coupons or packets for upcoming events.
- Assign pin numbers to all convention cards being issued within convention packets.
- File daily log sheetst enter floor time and date entry on slot tournament results.
MINIMUM QUALIFICATIONS:
Education: High School Diploma or GED.
Experience: Must have a minimum of 2 years proven consecutive customer service experience within the past 4 years.
Knowledge: Knowledge of basic computer software such as: windows, spreadsheets, and work documents.
Skills and Abilities: Must have the ability to handle a stressful, fast paced environment. Must be able to resolve situations as they present themselves, and be able to think quickly to resolve them with good judgment. Must be able to prioritize and handle several tasks at one time with constant interruptions and deadlines. Must have excellent interpersonal communications skills. Must have the ability to lead by example with superior customer service. Must be able to quickly master new or job specific programs. Must be available to work any day/any shift, holidays and weekends.
TOOLS AND EQUIPMENT USED:
Must be efficient with general office equipment such as; computer, printers, copy machine, fax machine, postage machine, lnfogenesis cash register, card embosser, two-way radios and telephone/paging system.
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 the essential functions.
- Stand/walk for 90% of shift. Sit for 10% of shift.
- Lift and carry 5-20 pounds frequently during shift. Lift and carry 30 pounds occasionally during shift.
- Must be able and willing to walk as a fast pace throughout the casino during shift.
- Must be able to frequently bend, squat, kneel, twist, and rotate as needed during an 8-hour shift.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Environment on the Gaming Floor can be highly stressful and fast paced. The noise level can be extremely high with excessive exposure to cigarette smoke.
SELECTION GUIDELINES:
Completed employment application and/or In-house Transfer Form and resume, if desired, rating of education and experience; oral interview, reference check, FBI background investigation; job related tests may be required. All employment offers are contingent upon successful completion of a post offer drug test. Employment selection will be made in accordance with the Hannahville Indian Community’s Tribal Employment Rights Ordinance (TERO) Title IV Chapter 3.
