This position is responsible for providing support and service to club members, VIPs and other casino visitors to ensure maximum guest satisfaction. Responsible for promoting the success of the Players Club, by assisting guests through the membership process, and explaining the benefits of membership and details of on-going promotions and events. Position will also facilitate Box Office / Event Ticketing functions, VIP Gift Events, VIP Parties / Banquets, and Pool and Special event.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

SUPERVISION RESPONSIBILITIES:

• None

MINIMUM QUALIFICATIONS:

• Must be a minimum of 18 years of age.
• High School Diploma or GED Equivalent required.
• Two years of Gaming, Hospitality, or Customer Service industry preferred.
• Prior data entry and Players Club experience preferred.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Drivers License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

GUEST SERVICE:

• Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
• Demonstrates an upbeat and outgoing demeanor at all times.
• Maintains a working knowledge of the property, as well as current and upcoming special events, in order to advise guests and fellow employees of same.
• Provides directions, assistance, and/or information as may be required to ensure guest satisfaction.
• Participates in special casino promotions and creates excitement for those playing.

COMMUNICATION:

• Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter.
• Effectively communicates concerns and information to supervisor and listens to communication from supervisor
• Effectively relates ideas for improvements to supervisor and management in accordance with chain of command
• Must check email daily for important casino information
• Assists Shift Managers and other personnel, as needed, with Players Club related matters.

DEPARTMENT OPERATIONS:

• Signs up guests for the Players Club and issues Players Club card to eligible guests us our Casino Management System and maintains player demographic information.
• Issues rewards for guests when appropriate level of play has been established.
• Resolves guest disputes in accordance with authority or contract the reporting senior who may be able to solve the issue.
• Assists in service requirements necessary in gaming machine equipment in accordance with training and control procedures.
• Maintains a clean player tracking database.
• Routinely inspects stock of Players Club printed material, and notifies management when supplies are low.
• Maintains organization of Will Call tickets and follows procedures for guests picking up tickets
• Concert / Events Ticket Sales
• May assist with ticket taker and usher duties, as needed.
• Assist in VIP Events and Parties, Pool Events, and floor demands.
• Completes opening and closing duties as assigned by superior.
• May be required to prepare detailed daily, weekly, and monthly operating reports as required by the reporting senior.
• Must fill out detailed paperwork for casino reporting.
• Performs all other related and compatible duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Read, write, speak and understand the English language.
• Read Company newsletters, work instructions, and departmental schedules.
• Perform basic mathematical computations (add, subtract, multiply, divide in all units of measure, including whole numbers, common fractions, and decimals.)
• Protect the Companys value by keeping information confidential.
• Perform assigned tasks under frequent supervision.
• Follow written and verbal instructions.
• Establish and maintain positive relationships with managerial staff, co-workers, guests, and the general public. Work well alone or within a team.
• Communicate information and suggestions in oral and written form. Prepare written documents and complete reports as required.
• Utilize MS Office products at an intermediate skill level
• Exercise reasonable judgment and seek guidance for decisions in a manner consistent with the essential job duties and responsibilities.
• See problems and avoid situations that could be deemed illegal or represent a safety hazard to fellow employees or guests.
• Respond to inquiries or complaints from employees, guests, regulatory agencies, and others.
• Travel locally or between properties as needed.
• Maintain physical condition and stamina appropriate to performance of assigned duties.
• Update job knowledge by participating in educational opportunities; attending expos or conventions; and developing or maintaining professional networks.
• Must be willing to work nights and weekends.

PHYSICAL DEMANDS:

• The employee is also regularly required to stand for extensive periods of time, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.
• Ability to sit, stoop, kneel, crawl, balance, or crouch while performing duties.
• Ability to use hands to finger, handle, or feel.
• Ability to use arms to reach and lift above shoulders.
• Must have normal auditory and good verbal communication.
• Must be able to endure heights.
• Ability to lift upwards of 20 pounds.
• Ability to drag, push, or pull up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

• Work is typically performed within a Casino setting.
• Exposure to second-hand smoke.
• Evening and weekend shifts may be required. Extended hours and irregular shifts may be required. Ability to work nights and weekends required.
• Noise level in the work environment is moderate to high.
• The employee is regularly exposed to risks associated with travel between properties and back and forth to other areas as may be required due to business demands.
• The employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult people.
• Employee may be exposed to chemicals and hazardous material.
• The employee may be exposed to risks associated with the use of tools/machinery.