Players Club Ambassador

SUMMARY

If you’re outgoing, friendly, and have a passion for guest service – this position is for you! Welcome to the introductory world of Grand Casino marketing, from enrolling new player’s to assisting in execution of events, promotions, and entertainment acts to answering Guest questions and booking hotel rooms, this marketing ambassador position is just what you’re looking for.

MEETING PERFORMANCE EXPECTATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Responsibilities listed below are representative of the knowledge, skills and/or ability needed to effectively execute this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

ESSENTIAL DUTIES OF THE POSITION

• Maintains knowledge of current casino amenities, promotions, events, and entertainment happenings and acts as a resource by providing Guests and Associates with accurate information.
• Assists in the execution of casino promotions, events, drawings, and entertainment from setup to teardown.
• Promotes player’s club loyalty by maintaining a strong working knowledge of club benefits and educating Guests about offerings.
• Maintain a strong working knowledge of the current software functionality of the player’s club system, including enrolling new members, maintaining Guest accounts, and redemption of points, coupons, and comps.
• Thorough understanding of drawing software and how to properly execute drawings.
• Ability to emcee promotional events in a professional and respectful manner.
• Maintain a high level of accuracy for coupon redemption; including coding and commenting for coupon tracking, as well as maintenance and accountability of company issued funds.
• Basic knowledge of the current hotel booking software and travel search engines to properly handle incoming inquiries.
• Ongoing knowledge of room rates, types, locations, package plans, special features, hours of operations and various local attractions to provide Guests, as necessary.
• Professionally answers incoming calls with courtesy and assists with needs, or forwards to appropriate contact/department.
• Answers incoming phone calls and handles reservation requests, to include hotel room, concert tickets, restaurants, tee times, etc. Ensures accuracy of input and provides Guest confirmation.
• Provides highest level of personalized attention and guest service to our high-end VIP Guests.
• Serves as the first point of telephone contact for Hosted/VIP Players.
• Makes good business decisions regarding service recovery including comping Hosted Players to levels required to ensure retention of their business.
• Work closely with the Executive Host team to ensure proper contacts are made with Guests concerning future visits and reservations.
• Tracks guest visits, arranges on-property accommodations, and provide complimentary using established guidelines as a basis for decision-making.
• Under the mentorship of an Executive Host, makes outbound calls to notify guests of upcoming events and encourages registration for events, hotel rooms, drawings, etc. to drive additional trips to the casino.
• Assists with special mailers on behalf of Executive Hosts, such as birthday and anniversary greetings, monthly offer letters, etc.
• Alerts Executive Hosts when specific players check in at the hotel, insert cards into machines or begin playing at tables, as requested by the Guest, or when Guest is a “no show” at hotel.
• Ability to follow proper operational practices as it relates to the marketing department and property.
• Held accountable to a high degree for maintaining confidentiality of Guest information, as well as accurate and thorough company records.
• Listens to Guest complaints and concerns, resolves issues, or directs issues to appropriate department for resolutions.
• Upsell properties and amenities by informing Guests of offerings and upcoming events.
• Maintains excellent communication skills and good working relations with other departments.
• Assists in the flow of communication throughout the operation and attends ongoing communication meetings.
• Maintains a strong working knowledge of proper emergency procedures; contacting security and emergency medical technicians when needed and calls for help from outside agencies (Police, Fire Department, etc.) when deemed necessary, to report emergency situations.
• Maintains log of phone calls – reports problems accordingly to appropriate department/Associate(s).
• Assists in the selling of tickets through concert ticketing software system.
• Setup and teardown of staging and seating of various events.
• Administers paging or overhead announcements in a clear, professional voice.
• Check and return Guest coats in the coat check area, when applicable.
• All other duties as assigned.

LEADERSHIP FRAMEWORK

• Serves and develops others by building relationships.
• Fosters an inclusive workplace where inclusion and individual differences are valued.
• Collaborates across boundaries to achieve common goals.
• Aligns organizational objectives and practices with Mille Lacs Band traditions or interests as appropriate.
• Sets direction and influences others to translate vision into action.
• Demonstrates drive for continued personal and professional growth.

EDUCATION and/or EXPERIENCE

• High school diploma, general education degree (GED), or the ability to pass our Basic Skills Assessment
• One (1) year experience in marketing, sales, guest service, promotions, hospitality, or customer service industries preferred.
• Basic computer skills, including proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), and familiarity with internet research and email communication.
• Money-handling experience preferred.

MATHEMATICAL SKILLS

• Must be able to add, subtract, multiply and divide in all units of measure, using whole numbers, percentages, common fractions, and decimals.

REASONING ABILITY

• Must be able to apply common sense understanding to a variety of situations, in order to collect data, analyze facts, and determine appropriate response.

PHYSICAL DEMANDS

• Talk and hear; ability to communicate effectively.
• See and adjust focus to include close, distance, depth, and peripheral vision;
• Stand, walk, sit, (up to 8 hours) balance, stoop, kneel, climb, crouch, and/or crawl;
• Handle objects, tools, and controls; reach with arms and hands.
• Be able to lift and carry objects up to 25 lbs.

WORK ENVIRONMENT

While performing the duties of this job, the associate is regularly exposed to:

• A low-to-moderate noise level (offices).
• A moderate-to-loud noise level (public areas).

SPECIAL QUALIFICATIONS

• Must be able to secure license from Gaming Regulatory Authority.
• Responsible for following all relevant Detailed Gaming Regulations (DGR’s).
• Mille Lacs Band Member and American Indian preference will be exercised in the hiring process.

EDUCATION and/or EXPERIENCE:

• One (1) year experience in marketing, sales, guest service, promotions, hospitality, or customer service industries preferred.
• Money-handling experience preferred.