Players Club Representative

Onsite in Bristol, VA, the Players Club Representative supports the Hard Rock Hotel & Casino Bristol by communicating the Players Club program, determining eligible comps, informing guests about member benefits, and promoting the program to guests on the casino floor.

Responsibilities

• Fosters an environment that makes Hard Rock Bristol the preferred choice for gaming entertainment; actively builds and maintains guest relationships and serves as a mentor to teammates to deliver superior guest service.
• Staffs customer service booths and the VIP room, welcomes bus arrivals, conducts property tours, and supports promotional events.
• Delivers excellent guest service to mid and high end guests by sharing comp limits, special services, amenities, and information about targeted player events.
• Approves and issues limited comps to mid and high end players in line with established guidelines.
• Coordinates comp documentation including room, food and beverage, special events, and transportation for Casino/Executive Host, VIP Services, and casino personnel.
• Manages reservation responses for special events and accommodations for mid to high end guests as requested.
• Handles difficult customer interactions and directs disputes to the appropriate authority.
• Controls access to VIP amenities by tracking each member’s visits.
• Maintains current knowledge of and can execute all player recognition programs such as member cards, cash back programs, and comping initiatives.
• Maintains a consistently positive attitude and high service standards.
• Responds to inquiries from customers and co workers in a timely and courteous manner.
• Performs data entry, documentation, inventory, and other administrative duties with accuracy, thoroughness, and speed as assigned.
• Adheres to company and departmental policies, procedures, and practices; reports irregularities to the appropriate party.
• Complies with Virginia Gaming Regulations.
• Attends seminars when required.

Requirements

• High school diploma or equivalent, or demonstrated equivalent experience.
• Typically gained through two months of on the job training or related customer service work experience.
• Computer literacy with proficient written and spoken English communication skills.
• Excellent phone etiquette and guest relations abilities.
• Must obtain and maintain all licenses and certifications required by Federal, State, and Virginia Lottery regulations.
• Must successfully pass a background check.
• Must successfully pass a drug screening.
• Must be at least 21 years of age.
• Ability to work holidays and weekends as well as flexible shifts.

Technologies

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Microsoft PowerPoint
• Card punch machine
• Slot card computer system

Pay Range

Salary: USD 14 - 19 per hour