Ace Club Representative

Job Description Summary

Serve as initial guest contact and key data entry clerk for ACE Club database information. Identify and gather information on valuable guests through observation, analysis, personal contact and service. Develop guest loyalty, relationships and direct marketing programs. Provide services to respond to guest requirements. Conduct informal surveys and queries.

Essential Duties and Responsibilities (other duties may be assigned)

• Convey terms of ACE Program and explains qualification requirements to prospective gaming guest.
• Will assist in making reservations for guests for outlets on property as deemed appropriate and may assist in arranging transportation.
• Identifies and initiates relationships with new guest for possible enrollment into the players club.
• Record and report database information to management, may assist in updating database files.
• Assists guests both over the phone and in person.
• Issue complimentary items for guests as designated by management.
• Issue and reprint club cards to guest.
• Provides excellent guest service through clear communication of all marketing activities and promotions, and amenities available to guests.
• Assists in the implementation of promotional programs designed to attract and retain large groups of new and existing customers to the casino such as slot tournaments, show tickets, buses, and off property events.
• Performs cash and credit card transactions associated with event ticket sales when assigned to the box office.
• May assist with special events and promotions as required.
• Maintain the highest level of professionalism while managing sensitive issues. Demonstrate empathy while providing thoughtful and prompt resolutions.
• Available to work nights, weekends and Holidays.
• Oversee and/or participate in formal and informal surveys and queries.
• Must be able to conduct tours of the gaming floor and other related facilities and posses’ knowledge of all Tribal properties and entities.
• When acting as gift shop clerk
• Ensures bank is counted and balanced with the Cash Cage.
• Assists in maintaining redemption items inventory and recommends the purchase of incentives/merchandise.
• Clears, cleans, resets, and maintains station during shift.
• Handles guest’s receipts according to internal casino policy.

Supervisory Responsibilities

None

Access to Sensitive Areas and Information

As per the ACGC Access Matrix

Signatory Ability

Bank authorization slip

Complimentary vouchers per complimentary matrix

Education and/or Experience

• High school diploma or GED.
• Some demonstrated customer service experience and/or training or combination of education and experience.
• Computer literate with good oral and written English communication skills.
• Multi-lingual desirable with good phone etiquette.

Working Conditions/Physical Demands

To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ mile, climbing stairs and standing at a desk/workstation for the duration of the shift. Must be able to work in a smoke-filled environment.

Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.