Players Club Representative

PLAYERS CLUB REPRESENTATIVE – Santa Ana Star Casino

The Players Club Representative is an ambassador of the Star Rewards Club, providing accurate information and high‑quality service to guests while conducting enrollments, redemptions, and promotions. The role includes answering internal and external phone calls, transferring calls to relevant departments, and delivering general casino information such as amenities, venue hours, event room locations, and more.

• Treat all co‑workers with dignity and respect regardless of position.
• Demonstrate dependability by calling in only when necessary, arriving on time, and performing the job as described.
• Always be honest, admit mistakes, learn from them, and move forward.
• Accept constructive criticism and guidance from supervisors.
• Show professionalism through politeness and courtesy to co‑workers and guests at all times.
• Seek answers from a supervisor when information or policy is unclear.

• Greet guests entering the casino and provide current information regarding player club membership, casino amenities, promotions, events, and off‑site attractions.
• Initiate new‑member enrollments by proactively pursuing non‑members using approved methods.
• Enter guest data accurately and efficiently upon verification.
• Identify and resolve guest concerns related to services, events, or promotions.
• Conduct transactions with guests, handling cash and processing memberships, coupons, drawing tickets, and box office revenue.
• Answer telephones and speak with guests and co‑workers in a professional, courteous, knowledgeable, and timely manner.
• Route incoming telephone calls to the appropriate person or department.
• Assist with all special events and promotions.
• Maintain awareness of business activities and events related to the department and the entire property.
• Commit to supporting the casino's initiatives, programs, goals, and special projects.
• Perform other duties as assigned.

• Preference for qualified Santa Ana Tribal Members.
• High School Diploma or equivalent.
• Knowledge of computers and capability to learn new programs and systems.
• Excellent verbal communication and interpersonal skills.
• Positive, team‑player attitude toward guests and co‑workers.
• Cash handling and computer experience.
• Work‑schedule flexibility consistent with business needs.
• Attendance at all required staff meetings and training sessions.
• Ability to present professional promotion announcements over the casino PA system.
• Smartphone capable of running company applications and communication systems (company may provide a smartphone via payroll deduction).
• Proficient use of smartphone for company applications, email, and text.
• Obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license.

• Maintain strict confidentiality regarding company information.
• Work independently and exercise good judgment in handling a variety of situations.
• Strong numerical or statistical aptitude.
• Strong mathematical skills.
• Strong organizational skills.
• Provide outstanding customer service.
• Excellent problem‑solving abilities.
• Detail‑oriented, organized, and capable of multi‑tasking.
• Work effectively in a fast‑paced environment.
• Handle stressful situations professionally.
• Be a team player.
• Display strong verbal and written communication skills.
• Handle conflict situations positively and courteously.

• Frequent standing, walking, turning, using hands and fingers to grasp, handle, feel, reach, talk, and hear.
• Type at least 40 words per minute.
• Operate electronic equipment such as computers, adding machines, and calculators.
• Work varied hours, including weekends and holidays.
• Present self in a well‑groomed and professional appearance.
• Lift up to 25 pounds.
• Work at a fast pace and manage stress effectively.
• Maneuver around the office and facility to collect and distribute documents as needed.
• Sit for long periods when required.
• Physical ability to safely perform the essential job functions.

• Smartphones, computers, laptops, and other office equipment as required.

The duties are performed indoors in a climate‑controlled, non‑smoking environment.