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Lead Player's Club Representative

Company: Tropicana Entertainment
Location: Saint Louis
Posted on: June 13, 2021

Job Description:

POSITION PURPOSE

The incumbent in this position is responsible for providing superior service to both the internal and external customer. Responsible for determining customer admission and for monitoring room flow, and ensuring guests feel welcome and comfortable. The incumbent is also responsible for developing and coordinating programs to attract high-limit players and host such guests to ensure guest satisfaction and repeat visits. Work requires superior communication and judgmental skills, as the position is called upon to interact frequently with high-limit customers and make decisions regarding extensions of complimentaries.

Provides general leadership and work direction of department team members, including but not limited to 1) organizing and assigning work; 2) prioritizing workload and assignments to ensure orderly and efficient completion by department employees; 3) directing department employees in the successful completion of assigned work; 4)enforcement of department and company rules; 5) instructing and training department employees in the successful performance of their duties and 6) other leadership and work direction duties as assigned by Supervision. Lead Persons do not perform supervisory tasks such as scheduling, discipline, performance reviews, hiring or terminations; although they may provide input to supervisors regarding such matters

ESSENTIAL FUNCTIONS

(The following statements are intended as general illustrations of the work in this job class and are not all inclusive for this position.)

  1. Provides superior customer service, positively effects interactions with customers and employees, and has the resiliency to deal with difficult customers in all types of business conditions and the ability to work harmoniously with coworkers.

  2. Responsible for actively building and retaining customer relations and acts as a mentor to employees in order to provide superior customer service.

  3. Works in cooperation with the Lumiere Place Casino & Hotels staff in ensuring guests feel welcome and comfortable; works closely with Executive Hosts, VIP Casino Services, and Player's Club to ensure superior guest satisfaction.

  4. Greets Player's Club guests in a courteous and friendly manner; and explains amenities and features.

  5. Monitors room occupancy to ensure appropriate number of guests and compliance with safety standards.

  6. Responsible for resolving customer service issues, concerns, or problems to ensure optimal guest satisfaction and has the resiliency to deal with difficult customers.

  7. Participates in marketing Players Club promotional activities.

  8. Participates in employee training to ensure adequate training, skills and resources are in place to perform job functions.

  9. Provides information on all aspects of Lumiere Place Casino services and facilities to guests and assists guests with room, dinner, show, and transportation reservations, as well as coordinates external local activities.

  10. Performs other duties as assigned by management. Must be flexible to work evenings, weekends, and holidays as business demands.

JOB QUALIFICATIONS

  • Excellent customer service skills.
  • Demonstrated ability to make immediate decisions in order to determine Player's Club qualifications and admission.
  • Understanding of property and department policies and procedures.
  • Thorough knowledge of player-tracking system(s) and comprehension of actual and theoretical player value.

These skills and abilities are typically acquired through a high school education or equivalent and a minimum of two to three years of administering and communicating casino player-tracking program(s).

Keywords: Tropicana Entertainment, St. Louis , Lead Player's Club Representative, Other , Saint Louis, Missouri

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