Lead Players Club Host

Wage Range: $16.00-$25.00

OPEN UNTIL FILLED: 1ST CLOSING DATE JUNE 25TH, 2025

JOB SUMMARY

Responsible for supervising the operations of the Players Club on assigned shifts. Directly responsible for scheduling and directing the work of the club staff and enforcing all policies and procedures. Assists in providing exceptional customer service to Players Club members, including communicating program features, and assisting with membership registration and database entries.

ESSENTIAL JOB FUNCTIONS:

• Ensures customer satisfaction and return visits through prompt, efficient, and friendly service.
• Responsible for overseeing and maintaining the Player's Club operations on shift.
• Assists with supervision of staff, including hiring, scheduling, approving leave, conducting performance counseling notices and evaluations, training, and disciplinary actions.
• Administers and ensures all policies and procedures are followed by club staff.
• Focuses on strong guest service, through an accurate tracking of customer play and extends service amenities accordingly.
• Handles guest disputes with membership amenities, point discrepancies, service issues, etc., promptly and cordially.
• Develops club membership and communicate with casino operations on the length of guest stay or play.
• Enrolls new members/enter them into the database and issues Player Club cards and instructions.
• Professionally and efficiently provides guest redemption awards as outlined.
• Remains knowledgeable of casino programs, events, promotions, and guest services to provide an accurate release of information.
• Participates in casino/club activities/events by contributing to an exciting atmosphere when utilizing the PA system with direct guest contact and in all dialogue promoting Wildhorse operations.
• Maintains a clean and organized club area at all times.
• Complies with regulatory laws, employee handbook, department policy and procedures, safety codes, etc.
• Promotes a clean, safe, and healthy work environment for employees and guests. Promptly reports all concerns to the casino Marketing Manager.
• Ensures that the operation of equipment, tools, and materials are handled safely.
• Accurately and efficiently handles cash and/or prizes for promotions.
• Maintains confidentiality and integrity of any activity of guests and their accounts.
• Other related duties as assigned.

PROMOTE WRC QUALITY SERVICE STANDARDS:

SAFETY: Ensuring a safe experience by protecting the welfare of all.

INTEGRITY: Expecting personal accountability at every level.

COURTESY: Creating an exceptional customer service experience for everyone.

TEAM: Functioning together to create a cooperative and positive experience.

SHOW: Providing flawless experience -a clean and cared-for resort.

SUPERVISORY AUTHORITY:

• Supervise staff on shift.

SIGNATORY ABILITY:

• Redemption, misc. payouts and prize lists.
• Personnel forms (i.e. leave requests, counseling notices, appraisals, etc.).

ACCESS TO SENSITIVE AREAS:

• Players Club database.
• Personnel files and time clock software.

MINIMUM QUALIFICATIONS:

• Supervisory or lead experience, OR at least one year of Players Club experience.
• Two (2) years of frontline guest service experience.
• High School Diploma or GED or Ten (10) years of experience.
• Demonstrates effective computer literacy skills with Microsoft programs and database systems.
• Accurately and efficiently handles cash and/or prizes for promotions.
• Requires strong math skills, cash handling, and computing redemption.
• Frequently standing and walking for long periods in a smoke-filled, noisy environment; repetitive motions performed with wrists, hands, and fingers.
• Effective written communication skills - verbally able to provide instruction, responds to questions and has exceptional interpersonal skills and abilities.
• Flexible scheduling and ability to work weekends, shift work, and holidays.
• Exhibits a professional demeanor through appearance and by maintaining a positive attitude toward all employees and guests.
• Requires a High-Security Gaming License clearance.
• Must be at least 21 years of age.