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Department: Marketing

Job Title: Players Services Representative

General Definition:\ Responsible for providing high quality customer service to our guests via out Player Services program. Acts as the support services for the Casino Hosts and Player Services Supervisor with all guest service related duties, such as, limited comping, player development, promotions, activites and special events, inputing customer guest information into Casino Management System, issue player cards, enrolls guest in promotions, issuing complimentary gifts, and provides quality customer service.

Supervision Received: Players Services Supervisor

Supervision Exercised: None

Essential Job Functions:

• Provide assistance to our casino guest warranting complimentrary in person as well as over the telephone by perfoming suties such as: making reservation for special events and activites on property and off property as well as arraigning transportation as needed.
• Determine complimentary worthiness of casino guest by evaluating their rated guest play; concluding dollar value of complimentary.
• Welcome and greet patrons into Players Club location to ensure guest awareness
• Inform customers of our promotions, card benefits, and corporate account group offers while providing excellent customer service. Explain point reward system and the different award levels and gifts available based on their usage
• Create Players Club Cards entering customer data into computer system capturing information such as Name, Address, Telephone Number, and Gender in order to track game play for gifts, promotional participation, and to increase membership
• Answer basic customer questions concerning gaming machines, table games, and promotional events (e.g. downloadable credits, win/loss statements, customer mailings, table games available, and promotional events occurring)
• Update patron information on casino based software as requested by patron
• Assist guests with hotel bookings by verifying hotel inventory, completing paper reservation, inputting all information into the sytem and producing a confirmation number for guest. Assists Host with completion of billing profile night audit procedure for hotel check outs.
• Place courtesy calls to casino guests for events such as Jackpot parties or other events.
• Communicate facility activities, promotions, and special events based on knowledge of facility and community events in order to enhance guest experience and increase facility revenue.
• Assist other members of Marketing Team with Player Development, limited comps and other assignments on property and off property when necessary.
• Assist both table and electronic games team to accurately identify and reward points with accurate player identification.
• Resolve customer complaints by listening and answering customer questions and complaints concerning the Players Club card and point reward system.
• Perform other duties as assigned

MINIMUM QUALIFICATIONS

*Education\ *High School Diploma or GED equivalent

Knowledge, Skills and Abilities:

• Ability to communicate effectively in order to understand and meet the needs of our guests as well as all levels of employees; team oriented
• Superior customer relations skills. Must be an enthusiastic and independent worker.
• Computer duties to include bot no limited to: initial assignment of patros into groups for daily high end log, birthday letters, new enrollments, concert attendees, all events and other offers as determined.
• Must be able to sit, stand, walk, and turn frequently and for extended periods of time
• bility to maintain customer confidentiality
• Must be able to work various hours, as needed including weekends and holidays
• Must have basic knowledge of Microsoft Office Suite
• Must have good oral communication skills
• Must be able to type twenty-five (25) words per minutes

Training and Experience:

• Customer Service Experience Preferred

Certificates or License:

Must be able to pass background checks and receive gaming license from the Chickasaw Gaming Commission.

Applicant must be able to successfully complete a negative result on pre-employment drug