Grand Rewards Representative

SUMMARY: 

Responsible for promoting the success of the player’s club by assisting guests through the membership process, explaining the benefits of membership, and administering the benefits. 

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: 

• Providing each guest with information/services as an ambassador, a resource, an aide, and a guide throughout the casino amenities, events, promos, and entertainment to ensure service satisfaction. 
• Distribute player’s club membership forms to guests and assists guests in completing.  Explain how the card works and the benefits of the club to guests.
• Maintain a strong working knowledge of the player’s club to effectively explain the club benefits to guests.
• Provide efficient and professional service to guests, ensuring a maximum level of guest service and satisfaction in the club operations.
• Maintain a working knowledge of the property facilities/amenities as well as current and upcoming special events and promotions, in order to act as an information resource to answer guest questions regarding all aspects of the casino.  
• Maintain a strong working knowledge of the current software functionality of player’s club tracking system for completing job duties:  setting up new members, maintaining guest account, redemption of points, coupons & comps; maintain accuracy in keying and coding for tracking purposes. 
• Held accountable to a high degree for maintaining confidentiality of guest information, accurate and thorough company records.
• Ability to follow operational practices in regards to player’s club, marketing promotions, coupon redemption, complimentary and property in general.
• Assist in the flow of information throughout the operation by attending all communication meetings.
• Listen to guest complaints and concerns, and effectively resolve issues, or direct issues to the appropriate department for resolution.
• Maintain daily transaction count for accounting purposes.
• Maintain a high level of accuracy for coupon redemption; including coding for coupon tracking, maintenance and accountability of company issued funds.
• Greet and depart motor coaches as needed while accurately following motor coach procedures.
• Assist in acquisition techniques of new players outside of counter service.
• Duties may include being responsible for the sales of tickets for upcoming entertainment and promotions through the use of Ticketmaster® system.
• Assist with the set up and tear down of staging and seating in the events center for entertainment and events and/or the distribution of promotional items.
• Excellent communication skills and good relations with all other departments; maintaining all guest service initiatives.
• Ability to work independently while maintaining close communication with supervisors and/or manager.
• Routinely inspects stock of all players’ club printed material, promotional items and restocks as needed.

• Answer incoming phone calls with courtesy and assist as needed or forward to the appropriate venue.

• Update the information maintained in Microsoft Excel® for the information desk, when applicable.
• Receive and hand out guest’s coats in the coat check area, when applicable.
• Assist in casino promotions, events and entertainment; distribution and execution of these functions to support property initiatives.
• Work the information/service desk when scheduled, assisting guests and disseminating property and promotional information to guests as they enter the casino and/or event center.
• Any and all other duties as assigned.

The company requires every associate to:

• Maintain a consistent and regular attendance record.
• Encourage mutual respect among associates by setting positive examples consistent with company policies.
• Maintain an attitude and philosophy consistent with the company mission, vision and values.
• Maintain a professional reputation in the company and community.

EDUCATION and/or EXPERIENCE:

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

SPECIAL QUALIFICATIONS:

• If required, must b able to pass company pre-employment Drug and Alcohol test.

• Must be able to secure license from Gaming Regulatory Authority, and follow all relevant DGR’s.
• Mille Lacs Band Member and American Indian preference will be exercised in the hiring process.

LANGUAGE SKILLS:

• Must possess excellent verbal and written communication skills.
• Must be able to effectively communicate in one-on-one and small group situations.

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:

While performing the duties of this job, the Associate is regularly required to:

• Talk and hear;
• See and adjust focus to include close, distance, color, depth, and peripheral vision;
• Stand, walk, run, sit, balance, stoop, kneel, climb, crouch, and/or crawl;
• Handle objects, tools, and controls; reach with arms and hands;
• Lift, push, pull and/or move objects weighing up to one hundred (100) pounds.

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 (operations areas).
• Second-hand cigarette/cigar smoke.