ACE Club Representative

Overview

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.

• Convey terms of ACE Program and explain qualification requirements to prospective gaming guests.
• Assist in making reservations for guests for outlets on property and may assist in arranging transportation.
• Identify and initiate relationships with new guests for possible enrollment into the players club.
• Record and report database information to management; may assist in updating database files.
• Assist guests both over the phone and in person.
• Issue complimentary items for guests as designated by management.
• Issue and reprint club cards to guests.
• Provide excellent guest service through clear communication of all marketing activities and promotions, and amenities available to guests.
• Assist in the implementation of promotional programs designed to attract and retain large groups of new and existing customers to the casino (e.g., slot tournaments, show tickets, buses, and off-property events).
• Perform 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 possess 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 receipts according to internal casino policy.

None

As per the ACGC Access Matrix

Bank authorization slip;
Complimentary vouchers per complimentary matrix

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

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.