Player Development - Player Development Representative

Description of the Position:

The Player Development Representative provides personalized service to VIP guests and supports the daily operations of the VIP Lounge and Player Development department. This position helps maintain positive guest relationships and contributes to a welcoming and engaging guest experience. The Team Member works under immediate supervision, follows established guidelines, and uses good judgment in performing the functions of the position.

Primary Duties, Responsibilities, and Tasks:

• All team members are obligated to support and uphold the Valley View Casino & Hotel’s Standards of Excellence as outlined in the Team Member Guide to Success.
• All Team Members are obligated to support and uphold Valley View Casino & Hotel’s Standards of Excellence as outlined in the Team Member Guide to Success.
• Conduct all responsibilities in a professional and ethical manner while maintaining confidentiality and exercising discretion regarding guest information and accounts.
• Welcome guests entering or contacting the VIP Lounge and provide courteous, caring, and personalized service.
• Maintain positive guest relations by responding to questions, addressing concerns, and referring matters to the appropriate supervisor when necessary.
• Maintain a working knowledge of Company facilities, services, promotions, and special events to provide accurate information to guests, Casino Hosts, and fellow Team Members.
• Explain Player Development events, promotions, offers, Gift of the Month, Elite parties, and other programs to eligible guests.
• Explain Players Club benefits, issue membership cards, and assist guests with the use of their accounts and available features.
• Assist VIP guests with restaurant, hotel, and VIP transportation reservations; year-end tax document requests; and other guest-related needs.
• Support attendance and participation goals for on-property and off-property events by contacting invited guests by telephone and email, assisting with event reservations, and documenting guest responses in approved systems.
• Answer incoming telephone calls promptly and courteously in accordance with established guest service standards.
• Maintain accurate records of guest outreach, responses, reservations, and related results.
• Create, maintain, and update event and standby spreadsheets based on telephone, email, and in-person communications with invited VIP guests.
• Meet established daily productivity and guest-contact goals as directed by management.
• Operate computer systems to access guest information, enter data, and maintain accurate account and event records.
• Maintain proficiency in the Casino’s current player tracking system.
• Issue or redeem predetermined comps, offers, and promotions on guest accounts in accordance with approved criteria, database marketing offers, and established procedures.
• Review guest accounts and issue or redeem comps, offers, and promotions within established authorization limits and in accordance with approved criteria and procedures. Refer requests outside assigned authority or requiring additional review to a Lead Player Development Representative or management.
• Follow all established cash-control policies and procedures.
• Receive guest feedback and communicate relevant findings to management.
• Maintain accurate and current digital promotional displays in the VIP Lounge.
• Communicate with Player Development Representatives and Leads to monitor supply needs and coordinate orders for complimentary beverages and other VIP Lounge supplies.
• Maintain consistent and regular attendance.
• Perform other duties as assigned by management.

Required Qualifications:

• High school diploma or GED equivalent.
• One year of guest service experience.
• Demonstrated proficiency in Microsoft Office products including Word, Excel, Outlook and Powerpoint.
• Ability to type a minimum of 35 words per minute.
• Strong verbal and written communication skills, professional telephone etiquette, and the ability to interact with guests in a friendly and professional manner.
• Ability to manage incoming telephone calls, emails, data entry, and clerical responsibilities while maintaining accuracy.
• Ability to work effectively in a fast-paced environment and adapt to changing guest and operational needs.
• Ability to be flexible and adapt to a changing clientele and environment.
• Ability to maintain confidentiality and exercise discretion when handling guest and account information.
• Ability to follow verbal and written instructions and established policies and procedures.
• Ability to perform basic arithmetic, including addition, subtraction, multiplication, division, fractions, and decimals.
• Ability to work with detailed information accurately.
• Ability to speak and understand the English language.
• Ability to write routine reports and correspondence.
• Ability to read, analyze and interpret documents such as safety rules, instructions, guidelines, operating and maintenance instructions, and policies and procedure manuals written in the English language.
• Ability to define problems involving several concrete variables, collect data, establish facts, and draw valid conclusions to carry out primary duties, responsibilities and tasks.
• Must use good judgment when providing information to our guests and maintain positive guest relations at all times.
• Responsible for maintaining a consistent, regular attendance record.
• Responsible for conducting all responsibilities in a professional and ethical manner.
• Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
• Must be able to successfully pass applicable auditions or skill testing and a drug screening test.

Preferred Qualifications:

• Bi-lingual in English and a second language.
• Previous experience working in a casino/gaming environment.

Physical Requirements of the Position:

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

• Clear vision (close, distant, peripheral, and depth perception) is needed for navigating office and casino environments, reading and reviewing reports and policies, operating data processing equipment and other essential job functions.
• While performing the duties of this job, the Team Member is regularly required to talk and hear.
• The Team Member is regularly required to sit and use hands to manipulate, handle, or feel.
• The Team Member is regularly required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and taste or smell.
• The Team Member must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.

Working Conditions:

• The Casino is open 24 hours per day, seven (7) days per week; therefore, the Team Member must be flexible to work any and all shifts.
• While performing the duties of this job, the Team Member is exposed to second hand tobacco smoke, moving mechanical parts, risk of radiation from computers, and fumes or airborne particles.
• The Team Member is usually subject to inside environmental conditions, which provide protection from weather conditions, but not necessarily from temperature changes.
• The Team Member is occasionally subject to outside environmental conditions and to wet and/or humid conditions.
• The noise level in the work environment is usually moderate.  When on the casino floor, the noise level increases to loud.

Other Information:

• Native American hiring preference applies.
• This job description does not list all the duties of the job.  You may be instructed by management to perform other tasks or functions.
• You will be evaluated in part based upon your performance of the tasks listed in this job description and your ability to commit to the Standards of Excellence.
• Management has the right to revise this job description at any time.
• The job description is not a contract for employment.