Description

Essential Duties and Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Greet all guests and act as a Spotlight 29 and Tortoise Rock Casino information center by answering guest inquiries concerning casino promotions, live entertainment and special events.
• Resolve guest disputes for patrons to ensure guest satisfaction, brand loyalty and positive public relations.
• Act as a liaison between Marketing and the casino guest, communicating with both to expedite customer requests.
• Effectively communicate with guests of the benefits and rewards of Club 29 membership using persuasion skills and motivated enthusiasm.
• Create new Club 29 players club accounts for new members and access account information for existing members.
• Verify all guest contact information to include but not limited to correct name, address, email and telephone contact information.
• Review player account information to be able to address questions regarding account status, tier level and offer qualification.
• Meets, greets and delivers exceptional service to all guests in person or over the phone.
• Know the casino layout in order to assist customers in locating services such as restrooms, cash cage, table games areas, restaurants, specific slot machines games, etc.
• Be thoroughly familiar with all Spotlight 29 Casino promotions, including but not limited to, rules and guidelines for guest participation, the location where guests can enter the promotions and advise guests accordingly.
• Assist in the distribution of prizes, promotional items, and awards offered in the promotions.
• Maintain security and confidentiality of all guest files, records, lists and of al casino information.
• Schedule, coach, mentor, train, discipline and rewards Team Members to ensure internal control, policies and procedures are in compliance.
• Ensure compliance with all Minimum Internal Control Standards (MICS) as well as all Tribal Internal Control Standards (TICS).
• Present a positive image of the Tribal organization to its guests and vendors and to assist them as required.
• Must follow all safety policies and procedures and attend all scheduled safety meetings and training as a condition of employment.
• Strong verbal and written communication skills.
• Perform any other duties that may be assigned from time to time.

Supervisory Responsibilities

Supervise directly and indirectly all employees of the Players Club Department. Adhere to the Tribal organization’s policies, procedures and applicable laws.

Responsible for the overall direction, coordination, and evaluation of this unit.

Carry out supervisory responsibilities which include but are not limited to: interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Requirements

Education and Experience

• High School Degree (or GED).
• Three (3) to Six (6) months related experience and/or training; or equivalent combination of education and experience.

Certification, Licenses and Additional Requirements

• Must pass periodic random drug screens.
• Must be able to pass background suitability investigation.
• Must obtain a Tribal Gaming License.
• Must obtain all other applicable certifications and licenses.
• Must provide proof of eligibility to work in the United States within 72 hours of employment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use upper extremities, including but not limited to, hands and fingers to handle, or feel; reach with hands and arms. They may be occasionally required to climb or balance, stoop, bend, push, pull, twist, kneel, crouch, or crawl. The employee must occasionally lift up to 25 pounds and/or push, pull up to 50 pounds. The employee is occasionally required use repetitive movements to complete tasks. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Employee may be occasionally required to work in low light conditions, and may be exposed to loud noise for extended periods. 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Multiple locations.
• Some enterprises are open 24 hours per day, 7 days per week; therefore, you must be flexible to work any and all hours.
• Must be available for emergency calls 24/7.
• Must be available to work weekend and holidays.
• Some enterprises are gaming facilities.
• Some enterprises are not a smoke-free environment.
• Surveillance cameras and audio equipment monitor the premises recording activity throughout most of the facilities on 24 hours per day, 7 days per week basis.

Indian Preference Act

The Twenty-Nine Palms Band of Mission Indians has a resolution on file with Human Resources to ensure that Indian Preference will be adhered to in the following order in accordance with IPA:

1. Tribal Members
2. Other Native Americans
3. All other ethnic groups

Additional Information

All applicants must be able to demonstrate their US work authorization during the employment verification process.