PORT MADISON ENTERPRISES
SUQUAMISH CLEARWATER CASINO RESORT
Marketing- Players Club Representative
General Position Summary:
Responsible for growing the active Club Clearwater membership by building player loyalty through recruitment and retention techniques. Marketing techniques include direct mail, telemarketing with a goal of attracting new guests and reactivating inactive players. The Ambassador will participate in parties, promotions and special events while acting as a liaison between guests and the Marketing Department.
Essential Functions/Major Responsibilities:
- Provides personalized services to guests, focusing on players with an assigned tier as well as generating new business and bringing back inactive guests.
- Introduces guests to Club Clearwater Hosts/Hostesses and Executive Host and tracks play
- Secures updated and missing information for the player database
- Communicates with guests following visits by card, letter and telephone call while answering questions regarding the tiered program and explains benefits associated with each level
- Constantly circulates amongst the guests and makes appropriate introductions
- Evaluates player accounts and issues comps based on recorded play, earned number of points and comps available in player accounts
- Familiar with all current and upcoming casino activities including special events, promotions, entertainment
- Makes regular announcements over the casino-wide announcement system for jackpots, promotional drawings and other announcements, as necessary
- Assists with guest opportunities and help to resolve situations in an effort to smooth operations and provide Clearly Superior Customer Service
- Assists in planning, implementing and analyzing player events
- Makes dinner reservations for players as requested
Secondary Functions:
- Works closely with the promotions specialist to create promotions based on constant guest feedback
- Monitors player redemption data and performs regular audits
- Attends all Club Clearwater department meetings to ensure the smooth dissemination of information relative to VIP events and promotions
- Assists and coordinates with the Club in order to provide Clearly Superior Customer Service to all premium players
- Works with gaming departments to promote events which will increase revenue
- Adheres to all Marketing policies and procedures
- Complies with all casino gaming IC's, Gaming Ordinance and other proprietary information
- Other duties as assigned
Specific Job Skills:
- Must be able to provide excellent customer service to guests and employees with proven public relations, conflict resolution skills.
- Excellent oral and written communication skills
- Ability to make clear and concise public announcements using a microphone in an effort to create an atmosphere of excitement and entertainment
- Presents a professional image and exercises excellent public speaking skills
- Must possess competency in use of Microsoft Office applications with knowledge of database usage
- Accurate and timely handling of assigned tasks and multiple activities
- Must possess ability to promote "Clearly Superior" work ethics by example
- Strong problem solving skills
- Encourages team members to share information, ideas and resolve guest conflicts quickly and professionally
- Working knowledge of MS Office
- Ability to follow directions
- Ability to problem-solve, handle stressful situations and make good decisions
- Ability to function in a team-orientated environment and work independently
Education and/or Experience:
High School diploma or GED required. Some college coursework preferred. Previous gaming experience and/or combination of customer service and hospitality experience preferred.
Job Conditions:
Working conditions include working in a smoke-filled casino, working with a computer and other equipment. Other working conditions may include working with others, frequent interruptions, evening, holidays and/or weekends. A majority of the time will be spent on the gaming floor which will require standing for extended periods of time. The work schedule will include working flexible hours and shifts to include late nights (casino hours of operation) and may require some travel while attending offsite functions.
Physical Requirements:
Manual and finger dexterity for operation of personal computers and routine paperwork. Ability to stand for extended periods of time. Ability to lift 25 lbs.