Player Services Representative

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Full Time Santa Clara Resort LLC, Espanola, NM, US

About the Role:

The Player Services Representative at Santa Clara Resort LLC plays a pivotal role in enhancing the overall guest experience within the arts, entertainment, and recreation industry. This position is responsible for providing exceptional customer service to players, addressing inquiries, resolving issues, and ensuring a welcoming and engaging environment. The representative acts as a liaison between the resort and its guests, facilitating communication and promoting player loyalty through personalized service.

Success in this role contributes directly to guest satisfaction, retention and the resort’s reputation for excellence. The Player Services Representative must balance professionalism with a friendly demeanor to create memorable experiences for all visitors.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in customer service or hospitality, preferably within the entertainment or recreation sector.
• Strong communication skills, both verbal and written.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Basic computer proficiency, including familiarity with reservation or player management systems.

Preferred Qualifications:

• Experience working in a resort, casino or similar entertainment venue.
• Knowledge of loyalty programs and player tracking software.
• Bilingual abilities to serve a diverse guest population.
• Certification in customer service or hospitality management.
• Demonstrated ability to handle conflict resolution in a high‑pressure environment.

Responsibilities:

• Greet and assist guests in a courteous and professional manner, ensuring a positive first impression.
• Manage player accounts, including registration, tracking rewards, and explaining program benefits.
• Respond promptly to guest inquiries and resolve any issues or complaints efficiently and effectively.
• Collaborate with other departments to coordinate special events, promotions and player activities.
• Maintain accurate records of player interactions and transactions to support operational reporting and analysis.

Skills:

The Player Services Representative utilizes strong interpersonal and communication skills daily to engage with guests and understand their needs effectively. Problem solving abilities are essential for addressing and resolving guest concerns promptly, ensuring satisfaction and loyalty. Proficiency with computer systems and software enables accurate management of player accounts and data entry tasks. Multitasking and organizational skills help manage various responsibilities simultaneously, from handling inquiries to coordinating events.

Additionally, cultural sensitivity and adaptability are important to provide inclusive service to a diverse clientele, enhancing the overall guest experience.