Red Hot Rewards Representative

Job Description

SCOPE OF POSITION:

Responsible for a variation of guest service responsibilities within FireKeepers Casino Hotel, centering around the marketing loyalty program, dubbed “Red Hot Rewards Club”.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Enrolling guests into the loyalty program, and communicating the promotions and benefits within
• Answering phone calls from the general public, via the “customer care center” (call center) facilitated under Red Hot Rewards.  Many of these calls are specific to booking hotel rooms, including complimentary offers earned through the loyalty program
• Greeting buses and assisting bus passengers with loyalty program needs, including enrollment and promotional awareness
• Retail Box Office Sales:  the selling of tickets to events at FireKeepers, via periodic placement at the on-property box office.  This includes cash handling and electronic transactions
• Facilitating the coat check amenity year-round, for storage of guests’ coats, helmets, umbrellas, and hats
• Gift giveaway setup and distribution:  roughly a dozen or more times in a year, there is a physical demand (1 of 2) from the position involving product unboxing and preparation for mass distro
• Directional signage setup/display:  constructing the large directional signs and placing around property for giveaways, concerts, slot tournaments, etc.  There is a physical demand for this assignment (2 of 2) that occurs roughly a dozen times per year
• Responsible for providing high-level guest service within every facet of the position
• Maintains a working knowledge of the property, as well as current and upcoming special events, in order to advise guests and fellow Team Members of the same
• Resolves minor guest conflicts, which relate to RHR Club
• Routinely inspects stock of RHR Club printed material, and re-stocks as needed, as well as frequent cleaning maintenance of workstations
• Maintains the highest level of confidentiality
• Responsible for maintaining a consistent, regular attendance record as outlined in the FireKeepers Casino Hotel Attendance Policy
• Outstanding example of and a credit to FireKeepers Casino Hotel

Job Requirements

MINIMUM REQUIRED QUALIFICATIONS

An applicant’s education, training and experience must be sufficient to demonstrate that the applicant possesses the ability to successfully perform each of the essential duties and responsibilities satisfactorily.  FireKeepers reserves the right to verify the sufficiency of a candidate’s education, training and competencies through the interview process, testing and methods.

The requirements listed below are generally representative of the education, experience, and skills and/or abilities required to enable one to successfully perform the essential duties and responsibilities:

High School diploma or GED.  Must possess excellent communication and organizational skills.  Must be familiar with, and able to operate, computers, printers, and card punch machines. Must be at least 18 years of age.

GENERAL OR PREFERRED QUALIFICATIONS

One year of guest relations experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals.  Ability to write routine reports

and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimal, and work with mathematical such as probability and statistical inference.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL & ENVIRONMENTAL DEMANDS:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, a Team Member is regularly required to talk or to hear. The Team Member is also regularly required to stand, walk, sit, and use hands to handle or feel objects, tools or controls. A Team Member is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work is performed throughout all areas of the facility where the noise level varies from quiet to loud depending upon business. Must be able to work in a smoke filled environment.

INDIAN PREFERENCE
Indian preference will be applied in the selection of qualified applicants in accordance with the NHBP Indian Preference in Employment Code, which affords employment preferences to NHBP Tribal citizens, parents or spouses of NHBP citizens and other Native Americans. For purposes of this preference, NHBP law defines "Native American" as: (a) an enrolled member of any other federally-recognized Indian tribes; (b) an enrolled member of a Canadian Indian tribe or First Nation; or (c) an enrolled member of the Grand River Band of Ottawa Indians or the Burt Lake Band of Ottawa/Chippewa Indians.