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4d ago

Players Club Representative

Hard Rock Hotel & Casino Bristol Bristol, VA

Bristol, VA

4d ago

$14 - $19/hr Full time Administrative Support Casino Operations Concierge

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Job Description

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

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