Players Club Representative - Casino Sales & Marketing

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site:

The incumbent in this position is responsible for the effective communication of the Player’s Club program; determines whether minimum qualifications for complimentary services and/or goods have been met, informs guest of all aspects of Player’s Club, and promotes the Player’s Club program to guests on the casino floor.

• Creates an atmosphere that induces guests to make Hard Rock Casino Bristol their choice for gaming entertainment
• responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service
• Service all customers at the customer service booths and VIP room; greet bus arrivals; conduct property tours; and assist in promotional events
• Responsible for providing excellent guest service to mid and high-end guests by providing information pertaining to their comp limits, special services, and amenities available as well as any special targeted player events
• Approve and issue limited comps to mid and high-end rated players based on established guidelines
• Coordinate comp paperwork, including room, food and beverage, special events and transportation for Casino/Executive Host, VIP Services, and casino personnel
• Coordinate reservation responses for special events and necessary accommodations for mid to high-end guests as requested
• Handle difficult customer interactions and directs other customer disputes to the appropriate authority
• Control and monitor access to VIP amenities by tracking each member’s visit
• Keep current with and can execute all player recognition programs (e.g., member card, cash back programs, comping, etc)
• Consistently display positive attitude and high service standards
• Respond to customer and co-workers’ inquiries in a prompt and courteous fashion
• Perform data entry, documentation, inventory, and other administrative duties as assigned with accuracy, thoroughness, and speed
• Adhere to all Company and departmental policies, procedures, and practices
• Report all irregularities to the appropriate party
• Adheres to all Virginia Gaming Regulations
• Attend seminars when needed

This knowledge and these skills are typically acquired through a high school diploma or equivalent. This knowledge and these abilities are typically acquired through two months of on-the-job training; or through related customer service work experience. Computer literacy with good oral and written English communication skills required. Excellent phone etiquette and guest relations skills are also required. Multi-lingual skills preferred.

• Must obtain and maintain all licenses / certifications per Federal, State, and Virginia Lottery
• Must successfully pass background check
• Must successfully pass drug screening
• Prior experience in the Gaming industry strongly preferred
• Must be twenty-one (21) years of age
• Must be able to work holidays and weekends, as well as flexible shifts

• Understanding of and experience in the property’s regional gaming market
• Casino marketing functions including, but not limited to data base, advertising and branding
• Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and Power Point
• Pertinent federal, state, and local laws, codes, and regulations
• Cash handling, marketing and sales techniques

• Ability to use card punch machine and slot card computer system in order to read and understand guest information, update guest records, and identify duplicate accounts
• Deliver a service level which creates an atmosphere that makes our guests want to return, giving each…