Player Services Representative

WE'RE DOUBLING DOWN ON YOUR FUTURE

• Competitive salary at $20.17/hr. with discretionary performance bonuses 2x a year!
• Fully paid medical, prescription drug, dental, and vision coverage for you and competitive premiums for your dependents.
• Complimentary meals and covered team member parking.
• Employer-paid life insurance, long-term disability, and accidental death and dismemberment coverage. Flexible Spending Account options for health care expenses.
• Company-paid gaming licenses (Class A & Class B)
• Variety of additional voluntary benefits and retirement plans.

GET TO KNOW THE ROLE 

Under direction from the Player Services Supervisor/Manager, the Player Services Representative is responsible for responding to Muckleshoot Rewards inquiries, maintaining accurate data entry, issuing Muckleshoot Rewards cards, explain and promoting Muckleshoot Rewards benefits and redemption, enrolling new players for the Muckleshoot Rewards program, and assisting with assigned special events and promotions.

WHAT YOU’LL DO

• Exemplify MCR’s values and set a great example by always demonstrating excellent guest service and professionalism.

• Provide a high level of guest service by greeting, assisting, and engaging all guests individually and pleasantly with a positive, pleasant, and cheerful demeanor.
• Walk the Casino floor identifying non-carded players and enrolling new guests in the Muckleshoot Rewards program; replace invalid or forgotten or lost cards as necessary.
• Maintain guest information for both new and current Muckleshoot Rewards members, assuring the highest standards of data entry into the Muckleshoot Rewards database.
• Print new and duplicate Muckleshoot Rewards cards as requested in accordance with established procedures and internal controls, ensuring to fully explain the rules and regulations of Rewards Membership.
• Promote the value and benefits of the Muckleshoot Rewards card by providing information to guests, team members, and management regarding marketing programs, redemptions, as well as current and upcoming special events and/or promotions.
• Print vouchers for Muckleshoot Rewards coupon redemptions.
• Complete all paperwork in accordance with MCR internal controls and departmental policies and procedures.
• Maintain a working knowledge of the casino facilities, including, but not limited to, operation/location of gaming activities and/or location of restaurant outlets.
• Stay informed of all Muckleshoot venues, including location, contact information, and promotions/special events.
• Take pictures and complete paperwork for jackpot winners as requested.
• Provide guests with tours of the gaming floor, explain how to use the Muckleshoot Rewards card and appropriate use of benefits, i.e., Free Play.
• Meet department/shift quota requirements as established by department management.
• Assist with organizing, implementing, and executing special events, promotions and entertainment shows as assigned.
• Maintain the cleanliness of the Player Services counter, ensuring the booth is properly stocked.
• Use the public address (PA) system to make Jackpot announcements and to assist guests as appropriate.
• Monitor Muckleshoot Rewards embosser, copier and Boca printer and ensure they are stocked and operational.
• Change television channels per established sports schedules and/or requests from the casino floor.
• May assist in training new Player Services Representatives.

• Creates, maintains, and facilitates a positive and safe work environment; promotes positive team member relations and reports issues to the appropriate personnel.
• Perform other duties as assigned.

WHAT YOU’LL BRING

• One (1) year guest service experience required.
• One (1) year of gaming industry experience preferred.
• Manual pallet mover and hand truck experience required.
• Public speaking experience preferred.
• Forklift Certification preferred.
• Valid Washington State Driver’s License.

HOW YOU’LL BE SUCCESSFUL

• Exhibit excellent guest relations/skills and organizational skills.
• Demonstrate strong verbal, written and interpersonal communication skills required. Read, write, and speak English fluently.
• Exhibit an upbeat and positive personality and demonstrate ability to maintain a positive attitude throughout an entire shift while being able to receive and accept direction and/or instruction in a positive and cooperative manner.
• Exhibit proficient computer skills and demonstrate the ability to become proficient in computer applications used in the Muckleshoot Reward program.
• Demonstrate ability to handle multiple tasks simultaneously and work under a high-volume and high-pressure work environment and achieve positive outcomes without sacrificing quality or Guest service.
• Demonstrate ability and willingness to work all shifts, including weekends and holidays and meet attendance guidelines of the job.
• Demonstrate ability to adhere to regulatory, departmental and company policies in addition to working with and maintaining confidential materials required.

WHAT TO EXPECT

• Availability – Ability to work different shifts, holidays, weekends, and nights to support a 24/7 operation.
• Physical – Ability to maneuver in all areas of the casino, ascent/descent from stairs, frequent standing, walking, sitting, reaching, stooping, kneeling, or crouching, and/or prolonged periods of time focusing on tasks. Ability to lift at least 25 lbs. May regularly need to lift/ move, push, or pull up material or boxes necessary to the job function, with or without assistance.
• Environment – Exposure to environmental tobacco smoke (ETS) while working and traversing on the gaming floor.

• Genuine & Pride: As a Team Member, your authentic character and pride in representing the Muckleshoot name go beyond job titles. This is not just about what's described in your role, but also about taking collective ownership of our environment. Whether it is pushing in chairs, collecting glassware, or picking up garbage, every shared act contributes to the reputation of Muckleshoot Casino Resort. True pride in our brand means ensuring a welcoming environment for all, recognizing that each of us plays a part in upholding the esteemed reputation we've built together.
• Guest-Centered Hospitality: Muckleshoot Casino Resort focuses on offering personalized and welcoming experiences highlighting hospitality over basic services, emphasizing on genuine connections and thoughtful recommendations. At Muckleshoot Casino Resort, we are dedicated to taking personal responsibility for bringing these moments to life – it is what we take pride in.