Job Description

Job Responsibilities

The Players Club Representative is responsible for issuing player rating cards to patrons presenting valid identification, updating contact information, assisting with guest inquiries, helping with rewards redemptions, and providing friendly helpful guest service to create a winning atmosphere for guests or team members alike.

Essential Duties

• Provide the ultimate guest service to guests.
• Assist preferred players where necessary.
• Make reservations for our preferred players at restaurants, hotels and for transportation.
• Follows department and company policies, procedures, internal controls, and government regulations in the performance of job duties.
• Verify identity with government issued photo IDs before changing or creating accounts.
• Enter in all guest details and contact info in the CMS for all existing or new members.
• Explain promotional rules and details for inquiring guests.
• Walk with guests to help with card usage at slot machines and Marketing Kiosks.
• Print new and/or replacement cards for Genting Rewards members.
• Assist Genting Rewards members with rating inquiries.
• Assist guests navigating the property and gaming floor.
• Share the positive benefits of Genting Rewards membership with all guests.
• Follows department and company policies, procedures, internal controls, and government regulations in the performance of job duties.
• Keep current on all marketing and community events.
• Create new accounts for guests and update all contact information as needed.
• Rove gaming spaces on property as assigned and sign up new players with a mobile device as needed and assigned.
• Always demonstrate and provide outstanding customer and employee relations.
• Greet all guests at the Players’ Club, assigned gaming area entrances, promotional and entertainment entrances, and/or bus lobby.
• Swipe rated players into events or promotional offers via a mobile device as assigned.
• Greet all guests arriving to Slot Tournaments, register guests into Slot Tournaments, and provide guests with registration slips/vouchers as needed.
• Processes Players’ Club applications and player service inquiries.
• Distribute rewards to Players’ Club members as indicated.
• Walk all gaming spaces and provide service checks on all Marketing Kiosks as assigned, including replacing paper, replacing card printer ink, re-filling players cards in enrollment kiosks hoppers, other kiosk tasks as assigned, as well as reporting all mechanical or technical issues to Players Club Managers and the IT Help Desk.
• Scan gift vouchers after each redemption.
• Help the Promotions & Special Events team, including Managers of Customer Experience when organizing gifts, taking gifts out of cardboard boxes, stacking or unstacking gifts/boxes, and breaking down cardboard prior to EVS pickup.
• Distribute Promotional gifts to invited players as assigned at multiple locations on property, including New Year’s Eve or other special event paraphernalia at locations on property as assigned.
• Provides feedback to marketing department on specific issues as they relate to the club and to the guests.
• Provides assistance in execution of promotions, programs and drawings as requested by supervisory and/or management staff.
• Receives direction from marketing department and effectively communicates to guests.
• Performs other tasks as assigned.

Job Requirements

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical and Mental Demands:

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least thirty (30) pounds, and varied instances of standing/walking.

Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests. Fluency in English required, second language a plus. Ability to write detailed instructions and correspondence. Ability to effectively present information in one-on-one and group situations.

Mathematical Skills & Reasoning Ability:

Ability to compute basic mathematical calculations. Ability to decipher various reports and maintains reports upon request.

Work Environment:

The work environment characteristics described here are representative of those that exists while Team Members are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is typically moderate. When on the casino, kitchen, restaurant or property floor or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.
• Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying schedules to reflect the business needs of the property.

Work/Educational Experience

• Must be 18 years or older
• One (1) year experience in guest service, gaming preferred
• Knowledge of marketing program and/or ability to learn
• Knowledge of computer system
• Knowledge of promotional system set up and/or ability to learn
• Must be able to obtain and maintain the appropriate gaming license through to the New York State Gaming Commission

Working at Resorts World:

Resorts World New York City strives to provide our guests with world-class gaming, exquisite dining, and unique entertainment experiences. We are looking to hire an enthusiastic and dedicated team of professionals.