Players Club Lead

Summary: 

Responsible for supervising the Players Club Representatives during an assigned shift. Will work closely with Players Club Manager in ongoing operation and administration of the Club and Bus area. Develop loyalty and relationships with guests. Provide services to respond to guest requests or concerns.

Essential Duties and Responsibilities include:

• Record and report database information to management; may assist in updating database files.
• Provides high quality customer service and hospitality in the execution of assigned duties to include, but not limited to, greeting customers, arranging customer requests, handling customer complaints, and assisting customers at the Club and Bus area.
• Communicate vital information regarding policies and/or promotional changes with the Bus Area or Club to Players Club Representatives. 
• Communicate to Players Club Manager any issues regarding Players Club Representatives and/or Club and Bus Area.
• Must possess superior guest service skills and project mature presence and confidence.
• Manage and have the ability to calm difficult or emotional customers in any situation.
• Responds promptly to customer needs; listens to customer feedback to improve service.
• Assists with Casino promotions and special events, as needed, and provides excellent customer service while assisting in casino promotions and special events.
• Takes photographs of casino jackpot, promotion and special event winners.
• Communicates to the Players Club Representatives when to take their breaks and lunches, as business needs dictate.
• Must possess and maintain thorough knowledge of all Fantasy Springs Resort Casino entities.
• Must attend mandatory Player’s Club Training.
• Must be able to process a Bus Manifest.
• Writes an end of shift report stating any unusual events and reporting promotional accounts of the day to the Manager. 
• Reports any call outs or infractions made by Players Club Representatives to the Manager.
• Extends yourself by lending a hand whenever possible. Works as a team member within the Club and Bus area.
• This position is not limited to those duties listed in the job description. Duties and responsibilities can be changed, expanded, reduced or deleted to meet business needs of the company.

Supervisory Responsibilities:     

Carries out Supervisory responsibilities in accordance with the organization policies; such as training employees; planning, assisting and directing work; entering free slot play on guests’ accounts up to authorized limit; addressing complaints and resolving problems. Have the ability to make sound decisions and find solutions to problems when necessary; be proactive in reporting problems and requesting assistance.

Job Requirements:

• Must be a least 21 years of age or older and have a High School Diploma or GED equivalent.
• Must be able to stand for an 8 hour shift.
• Must possess ability to provide and offer solutions to guest concerns and /or problems within guidelines as established by management.
• Must have good supervisory skills; ability to work with all departments and have excellent customer service skills; must be able to communicate in English.
• Prior experience in Customer or Guest Service a Plus.
• Ability to maintain composure, think clearly, and perform well under pressure in a fast paced work environment.
• Treat all guests and co-workers with respect, honesty and courtesy.

Work Environment:

• Must be able to work in a smoke-filled environment; 
• Must be able to stand for and 8 hour shift; 
• Must be able to lift a minimum of 50 lbs;
• Must have the ability to regularly walk the floor; flexibility to bend and /or stoop on an occasional basis 
• Must be able to board a Bus via steps to greet guests.