Players Club Lead

**Starting Wage: $21.00/hr**

**Company Standards**

At Angel Of The Winds Casino Resort, we require all Team Members to provide exceptional guest service with a positive and out-going attitude. We value all guests and Team Members through our guiding values; Welcoming, Engaged, Accountable, Customer Experience, and Team. We have a commitment to understand, define, and deliver what our guests want and represent our company by being professional and courteous to all.

**Responsibilities**

• Supervises and implements promotions, preferred player events and other casino events or promotions.
• Oversees event ticket sales in accordance with gaming regulations and internal control standards.
• Manages priorities and assignments of staff, including shift coverage and work schedules for Players Club
• Handles complaints and refers unresolved issues to immediate manager.
• Maintains a high level of professionalism, teamwork, and competence in the staff.
• Assists with monitoring and making recommendations for the adjustment of staffing levels.
• Give guest 100% attention and assists with any guest questions, comments or concerns they may have.
• Supports department SOP’s
• Interacts with guests to increase awareness of the Players Club and other casino promotions.
• Monitors activity to ensure guest satisfaction and adherence to applicable policies, rules, and regulations.
• Assists in implementing staff training programs.
• Accurately completes paperwork and maintains logs.
• Advocates casino promotions and events to casino guests.
• Promotes Players Club membership to casino guests.
• Enters all Players Club memberships and data entry
• Redeems Players Club points for casino merchandise and other casino services.
• Follows promotion rules with no exceptions.
• Performs frequent floor walks and promotes Players Club sign-ups
• Stocks supplies and promotional items for all shifts.
• Advises Manager of any guest account issues or problems.
• Performs liaison tasks by receiving and appropriately directing internal and external guests.
• Promotes guest interest in Angel Of The Winds Casino Resort with every transaction.
• Must maintain knowledge regarding Angel Of The Winds Casino Resort’s current services, promotions, functions and events in order to effectively respond to guest questions.
• Work nights, weekends and holidays as required.
• Work hours are determined by 24-hour schedule and are subject to change.
• Assists all activities of the Players Club/Call Center.
• Oversee the daily process to ensure guest satisfaction by consistent delivery of both product quality and service in a prompt and courteous manner.
• Answers and directs incoming calls to appropriate individuals and/or departments.
• Takes reservations along with other requests from Casino and Hotel guests.
• Serves as a first point of contact for internal and external guests. Greets all phone contacts with a pleasant and helpful demeanor as the “Ambassador” of Angel Of The Winds Casino Resort.
• Answers and directs incoming calls to appropriate individuals and/or departments.
• Remains up to date on Casino promotions, events, Club benefits, and Food & Beverage offerings.
• Upholds the Resort’s commitment to hospitality.
• Performs outbound calls to guests to confirm reservations while informing the guest of any current promotions.
• Uses persuasive selling techniques to sell rooms and to promote other services of the hotel and casino.
• Maintain patience and composure while exemplifying excellent guest service with upset, angry, and/or frustrated guests using compassion and empathy.
• Partners and helps resolves unusual occurrences or requests.
• Respects guest privacy and maintains confidentiality.
• Communicates with all departments regarding all casino events and promotions.
• Ensures compliance with Tribal, State, Federal, and NIGC regulations.
• Performs other duties as assigned.

**Qualifications**

• Exceptional guest service skills required.
• Casino experience preferred.
• Minimum of one year working experience using customer service, public relations and/or other great service skills preferred
• Exceptional organizational, communication, leadership and interpersonal skills.
• Skills in identifying and resolving administrative problems under pressure conditions.
• Must have strong customer service skills and a background in Telemarketing, Room Reservations, VIP Services or Casino Services preferred.
• High call volume or multi-line phone data entry/typing skills are strongly preferred.
• Ability to interact positively with guests and solve guest problems.
• Ability to follow directions with minimal supervision.
• Knowledge of proper telephone etiquette.
• Must be customer service oriented and have excellent verbal and written communication skills with the ability to multi-task and work independently.
• Ability to work in a challenging environment dealing with sensitive issues and maintain confidentially with strong attention to detail and excellent problem solving, organizational, and time management skills.
• Ability to maintain professional, courteous, and effective working relationships with all levels of the organization and outside business contacts.
• Proven intermediate skills in Windows, MS Office Programs (Word, PowerPoint, Excel), and experience with database systems. Ability to prepare reports, correspondence, charts, forms and other information and instructions.

**Certificates, Licenses, Regulations**

• Must be able to obtain and maintain a Class A/3 gaming license from the Stillaguamish Tribal Gaming Agency and Washington State.

**Physical Demands and Work Environment**

Constantly requires the ability to receive detailed information through oral and written communication. The position requires exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Requires repetitive movement with the ability to stand and/or walk for an entire shift. Requires repetitive movement daily with sedentary work, occasional bending and crouching. This is a 24 hour, 7 days a week work operation.