PLAYER'S CLUB HOST

Position Summary

The Players Club host promotes our Peak Rewards loyalty program (Players Club), assists guests with the membership process and explains the associated benefits and perks.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contributes towards the ongoing success of the Pueblo of Sandia today and in the future.  

 Essential Duties and Responsibilities

1. Communicates with guests the benefits of Peak Rewards including sign-up, rules and overall membership perks
2. Assists guests with the Peak Rewards application process
3. Prints Peak Rewards cards
4. Makes notations in members accounts regarding significant communications, promotions, mailings, fraudulent activity, redemptions, etc. as outlined by the Player’s Club Policies and Procedures. 
5. Explains how to use Player’s Club card in slot machines and at table games.
6. Upon request, informs members of promotions including official rules and regulations
7. May make PA announcements pertaining to promotion drawing times, announcing winners and general promotional information
8. Assists in executing promotional drawings and promotional games (wheel spinning, cash cage etc.) and identify winner(s) by verifying player’s card and valid ID
9. Communicates with appropriate departments (poker, bingo, etc.) name(s) of guest(s) which have been drawn for promotions as well as the confirmed winner(s) of promotions and any unclaimed prizes.
10. Logs all winners and unclaimed prizes on manual promotion forms for tracking and “tag” winners of promotions via the computer-based system (Konami).
11. Distributes and logs promotional collateral
12. Logs customer account the distribution of promotional items (e.g., jackets, hats, shirts, gaming packages, match-plays, coupons, gifts, generic player cards, etc.)
13. May be asked to attend and promote the Casino at offsite promotional events
14. Distributes promotional items and maintains a zero-variance inventory
15. Provides general information to guests about the Casino and all Casino promotions and events
16. Makes general information announcements and pages customers using a PA system.
17. Operates the Box Office to sell tickets and provide general information for all ticketed concerts and events
18. Responsible for Box Office cash, credit card, coupons, vouchers, and redemption forms
19. Must balance box office cash drawer and reconciling paperwork for accounting and auditing purposes with zero-variance of all tenders
20. Follows service standards set forth by management to elevate guest experience.
21. Performs other duties as assigned.
22. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo of Sandia.

 Additional Responsibilities

1. A quality guest service experience is an essential component for all Team members working at the Pueblo of Sandia particularly those positions assigned to work in all public areas.

Team members in this capacity:

2. Serves as the initial point of contact for guest inquiries in a courteous and attentive manner.  
3. Reflects a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur. 
4. Resolves all issues in a timely manner, ensuring guest satisfaction and exceeding expectations. Possesses knowledge and understanding of all products and services offered. 
5. Builds relationships with guests based upon respect, and confidence while maintaining a friendly, and approachable demeanor.

 Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, and Abilities

1. Strong communication skills
2. Works effectively with the general public
3. Ability to deescalate and diffuse volatile guest situations.
4. Maintains a high level of professionalism
5. Provides excellent guest service including professional enthusiasm for the product
6. Builds strong guest relationships through personalized service.
7. Relays from memory and/or references procedure manual regarding all official rules and regulations for events and promotions to Players Club members
8. Uses common sense with guests, internal personnel, vendors, and any other individuals regarding chain of command for pertinent information about any promotions, rules and regulations for the Player’s Club and casino
9. Identifies and reports fraudulent activity of Player’s Club members
10. Proven exemplary customer service, sales, and/or marketing skills.
11. Ability to work all hours, including weekends and holidays.
12. Ability to organize thoughts and write clearly and concisely in order to complete documents, forms, logs and account reconciliation sheets.
13. Ability to stand for long periods of time.
14. Ability to adhere to strict service standards
15. Ability to lift heavy merchandise
16. Knowledge of computer systems and use of Windows operating systems
17. Ability to quickly learn various computer applications, data processing and data entry

   Education and Experience  

Required:

1. High School Diploma or GED certification.
2. One (1) year of customer service experience.
3. Six months previous money handling experience
4. Must be at least 21 years of age.

Note:  Relevant work experience or education may be substituted to satisfy education and/or work experience. 

License/Certifications/Registrations

1.  Must be able to obtain and maintain the required STGC Gaming License
2. Will require a pre-employment and random drug screening.

Physical Requirements/Working Conditions

The following selected physical activities are required to perform the essential functions of this position

Physical Requirement

Description

Pulling

Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion.

Pushing

Using upper extremities to press against something with steady force to thrust forward, downward, or outward.

Reaching

Extending hand(s) and arm(s) in any direction.

Seeing

The ability to perceive the nature of objects by the eye.

Walking

Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.

Sitting

Particularly for sustained periods of time.

Standing

Particularly for sustained periods of time.

Stooping

Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.

Talking

Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Working Conditions Required:

1. Work is performed indoors and outdoors.
2. Work hours subject to change with overtime work required.
3. Must be able to work long hours under stressful conditions.
4. Subject to hazards, which may cause personal bodily harm: smoke, common colds, influenza, dust, odors and elevated noise levels.
5. Tasks may be performed on uneven, inclined, hard and soft-carpeted floors, cement structures and surfaces.
6. Duties may involve walking or standing for long periods of time.
7. Must be able to lift 50 lbs.
8. Specific required movements include the following:

1. Trunk-bend, twist, rotate, push, pull, and carry
2. Arms-reach, carry, push, pull, lift, twist, and rotate
3. Legs-lift, push, pull, twist, and rotate
4. Hands-grasp, manipulate, bilateral coordination, eye and hand coordination, overall and finger dexterity.