The Players Club Representative (Primary position) is called upon to fill the Marketing Shift Manager (Secondary position) when needed. This position provides quality customer service and issues Player’s Club cards to new and existing guests efficiently and accurately and is carefully executes promotions/events. Assists and maintains a comfortable, positive environment for guests that enter the casino facility. Answers the telephone and takes messages when necessary, transfers all calls to appropriate persons and answers basic questions asked by caller. Works on a rotating schedule with other Players Club Representatives to document motor coach arrivals, distribute group packages; records guest head counts, handles problems with guests or group leaders. When needed, supervising the day-to-day operations of the Marketing department, assists staff in issuing guest accounts in an accurate and professional manner, developing, coordinating, and implementing aspects and activities of promotions and busses. Ensures staff is knowledgeable and follows company internal controls, policies and procedures. The Shift Manager requires a high attention to detail, oral and phone communication skills, and a strong customer service orientation. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objective.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
1. Ability to provide the highest level of Customer Service at guests at all times, with ability to communicate effectively to guest and other departments professionally.
2. Assist in execution of promotions, busses and events. Responsible for awareness of current promotions/busses/events and relaying all information to guests.
3. Relay Seneca Club card uses and benefits to each guest, as well as describe any and all current and upcoming promotions/bus incentives/events and entering correct and accurate guest information in to ACSC system.
4. Issuing correct incentive packages while relaying pertinent visitor information.
5. Work current promotions/events when called upon to do so.
6. Promoting positive public relations and may be asked to make public announcements.
7. Flexible to work nights, weekends and holidays.
8. Maintain a high level of personal integrity and moral conduct free of questionable association.
9. Must be able to use good judgment as situations arise.
10. Able to operate basic office equipment as required.
11. Assist in any projects as required on a voluntary or mandatory basis.
12. Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times.
13. Provide exceptional customer service to all patrons and communicates in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff.
14. Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.
15. Must complete all required SGC Training programs within nine (9) months from commencement of employment.
16. Perform other duties as assigned.
17. Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule.
ADDITIONAL SECONDARY POSITION DUTIES:
1. Supervision of Players Club Representatives including: interviewing, hiring, training, education, following policies and procedures, is practicing high customer service skills.
2. Assist with day-to-day operations of the marketing booths and promotions/events.
3. Perform duties to ensure all incentive packages, coupons and controlled forms are accurately counted, issued and reconciled on a daily basis, when required, in accordance with polices and procedures.
4. Responsible for all bus and promotional paperwork, reconciliation done so correctly adhering to departmental and Income Audit Procedures
5. Maintain assigned files and record keeping ensuring accuracy and integrity of database information to achieve the highest level of guest service for the casino customer.
6. Organize and run current promotional events when called upon to do so.
7. Oversee and implement all phases of busses coming into the property.
8. Perform assigned duties under frequent time pressure in an interruptive environment.
9. Assist with direct mailing to include updating customer account information and questions, proofreading and related duties.
10. Interact with all casino related departments to coordinate group activities.
11. Liaise with internal auditors to communicate information and resolve problems.
12. Ability to write routine reports and correspondence.
13. Prepare purchase orders, invoices, and order office supplies through the finance and other related departments.
14. Assist in tracking information and completing reports as needed/required.
15. Attend all necessary meetings.
16. Perform other duties as assigned, along with all of the Players Club Representative duties.
QUALIFICATIONS/REQUIREMENTS:
Education/Experience:
1. Must be 18 years of age or older upon employment.
2. High school diploma or equivalent required.
3. Three (3) years previous customer service experience required.
4. Scheduling flexibility and dependability required.
5. Excellent quantifiable customer service skills and dependability required.
6. Must be able to type forty (40) words per minute.
7. Prior supervisory experience preferred.
8. Management / Leadership Proficiency required.
9. Accounting & computer competency.
10. Previous telemarketing experience preferred.
Language Skills and Reasoning Ability:
1. Must possess excellent communication skills.
2. Ability to write and speak effectively to the public, employees, and customers.
3. Must have the ability to deal effectively and interact well with the customers and employees.
4. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner within the specified guidelines of the Players Club Representative & Marketing Shift Manager position.
Physical Requirements and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderately loud. When on the Casino floor, the noise levels increase to loud. Must be able to work in an environment where smoking is permitted.
1. Must be able to stand, walk, and move through all areas of the Casino for extended periods of time.
2. Must have excellent hearing abilities.
3. Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees and members of the business community in all situations.
4. Must be able to lift and carry up to forty (40) pounds.
$16.00
Compensation is negotiable based on experience and education.
Each position has varying minimum qualifications. In the absence of fully qualified candidates, some requirements may be waived.
