Player Services Representative I

TITLE:

Representative I

LAST UPDATED:

September 13, 2022

DIVISION:

Marketing

DEPARTMENT:

Player Services

REPORTS TO:

Shift Supervisor

FLSA STATUS:

Non-Exempt

COMP LEVEL:

4

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Summary: Enrolls guests into the Casino's player's club and disseminates information to guest.

The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by this position. Employee(s) may be required to perform position-related tasks other than those specifically listed in this description.

Essential Job Functions:

• Enrolls guests into the Casino's player's club; replaces and reprints membership cards.
• Exchanges coupons for gifts and tickets.
• Solicits new accounts by walking the gaming floor and talking with guests and providing gaming assistance.
• Responds to complaints and provides professional and positive guest interactions.
• Updates account information.
• Rings up redemptions for eateries, gift shop, gas and cash.
• Monitors inventory and requisitions new stock.
• Accurately explains all promotions and events to guests and fellow employees.
• Door greeting.
• Assists with slot tournaments & concerts.
• Handles concert ticket sales with cash banks.
• Performs Call Center duties including but not limited to; answering phones, assisting guests with registration for events and reservations when needed
• Assists with promotions and giveaways.
• Takes jackpot photos.
• Attends all mandatory meetings.

Spirit Mountain Standards:

• Delivers Spirit Mountain's Spirit of Excellence (SOE) by consistently modeling attitudes and behaviors in alignment with SMGI's Pride Values, Brand Promise, and Business Vision.
• Learns comprehends and complies with all Company and departmental policies and procedures, MICS, gaming regulations, and Title 31 Regulation requirements.
• Follows all Corporate and departmental safety policies and procedures.

Required Knowledge of:

• Practices, procedures, and processes related to Casino gaming operations.
• Computer hardware and software applications.
• Principles, practices, and methods of management and supervision.

Required Skill in:

• Responding to guests' inquiries and providing guest service.
• Operating computer hardware and software applications.
• Communicating both orally and in writing.
• Establishing and maintaining effective working relationships with others.

Education, Experience, Licenses, Registrations, and Certifications:

• High School Diploma or equivalent, and one (1) year guest service and computer work experience, or equivalent combination of education, training, and experience.
• High security gaming license issued by the Grand Ronde Gaming Commission.
• Must be at least 21 years of age.
• Due to the nature of the interactions with other employees and the public we serve, employees may be required to provide documentation of, or receive, certain health vaccinations.

Environmental Factors and Conditions/Physical Requirements:

• Work is performed in an office and Casino work environment, regularly exposed to tobacco smoke and loud noise.
• Work is normally subject to standing, walking, bending, reaching, kneeling, and occasional lifting up to 40 pounds.
• Frequent use of hands and fingers to grasp, handle, reach, and type.

Equipment and Tools Utilized:

Equipment utilized includes personal computer, standard office equipment, telephone, audio/video equipment, two-way radio, and department vehicles