JOB TITLE: Player's Club Representative (Must be age 21 or older)

DEPARTMENT: Player’s Club

REPORTS TO: Marketing Manager

SALARY: Grade 3 

              Range Start: $16.38/hourly 

              Range End: $24.56/hourly

CLASSIFICATION: Non-Exempt

SUPERVISES: None                                                     

JOB SUMMARY: This team member promotes River Club membership, opens new accounts, maintains the player-tracking database, and performs various administrative duties associated with the River Club. This team member is a guest service ambassador for the Resort & Casino, delivering the highest level of service to guests by providing up-to-date information about promotions, guest programs, gaming, and other amenities.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

The essential duties and responsibilities outlined here are representative of those that must be met by the team member to successfully perform the essential functions of this position, however, are not all inclusive:  

1. Provides the highest quality guest service and hospitality while performing assigned duties to include, but not limited to, greeting guests, directing guest complaints, and providing information about Resort & Casino programs, services, and amenities.
2. Proactively seeks out new business on casino floor, introducing the benefits of and soliciting enrollment for the River Club card program.
3. Enrolls guests in the River Club, processes replacement cards, and maintains the player-tracking database by updating guest records as needed and maintaining confidentiality. Gathers email, text, and mail options for all guests that do not have information in an existing account as well as new accounts. 
4. Maintains up-to-date knowledge of Resort & Casino promotions, including but not limited to, rules and guidelines for participation, locations where guests can enter promotions, promoting guest participation, and providing information accordingly.
5. Assists with Resort & Casino promotions and special events as needed, and provides the highest level of guest service while assisting in promotions and special events.
6. Assists in the distribution of prizes, promotional items, and awards offered in Resort & Casino promotions.
7. Effectively explains complimentary program structures and guest programs, such as free play offers and promotional offers, and advises guests on how to qualify for different levels of services and offers.
8. Reviews player account information to address questions regarding account status, tier level, and offer qualifications. Issues complimentary services and/or offers based upon qualified play to eligible guests in accordance with program structures and guidelines.
9. Issues gift certificates, event ticket sales, coupons, team member rewards, table games reward coupons, PKMS reprint coupons, etc. 
10. Maintains a cash drawer for point of sale items, and is responsible for balancing the drawer at the conclusion of a shift.
11. Maintains the River Club booth for a premier guest experience, including maintenance of equipment, and performs inventory control of River Club merchandise and supplies.
12. Maintains accurate banks and inventory control records.
13. Performs clerical duties to include, but not limited to, scanning in documents such as orders, invoices, and packing slips.
14. Maintains promotional kiosks, including reprinting receipts and ensuring receipt paper is loaded. 
15. Responsible for training team members with department practices, responsibilities, and compliance related operations, and maintains training lists as needed.
16. Ensures compliance with all Minimum Internal Control Standards (MICS) as well as all Tribal Internal Control Standards (TICS).
17. Responsible for working out of multiple software applications during one transaction. 
18. Performs all duties in a manner that continually supports the vision, mission, values, and principles of the Resort & Casino.
19. Performs all duties in a manner that adheres to the guest service standards established by Win-River Resort & Casino’s guest service program.
20. Other duties as assigned by the Player’s Club Manager.

EDUCATION REQUIREMENTS

The education requirements outlined here are representative of the minimum that must be met by the team member to successfully perform the essential functions of this position; however, higher levels of education than required will be reflected during the recruitment process:  

• A High School diploma, or the equivalent thereof, is preferred.    

EXPERIENCE AND KNOWLEDGE REQUIREMENTS

The experience and knowledge requirements outlined here are representative of the minimum that must be met by the team member to successfully perform the essential functions of this position; however, higher levels of experience and knowledge than required may be reflected during the recruitment process:  

• Strong communication, mathematical, organizational, and analytical skills are required.
• The ability to perform job functions in an atmosphere where priorities and deadlines may change frequently is required. 
• The ability to handle multiple tasks at once in a fast-paced service oriented environment, sometimes without the direction of a supervisor, is required. 
• Strong computer skills including, but not limited to: Microsoft Word, Excel, Outlook, and 10-key experience, are required.
• A strong combination of written and verbal communication skills to write, read, and comprehend written correspondence, concurrent with the ability to effectively communicate with guests and team members of the organization is required.

PHYSICAL REQUIREMENTS 

The physical requirements outlined here are representative of those that must be met by the team member to successfully perform the essential functions of this job:  

• Continuously stands
• Frequently walks and reaches below shoulder level
• Occasionally sits, bends/stoops, climbs, reaches above shoulder level, kneels, and squats
• Occasionally lifts/carries up to fifty (50) pounds is required
• Occasionally pushes/pulls up to fifty (50) pounds is required

WORKING CONDITIONS

The working conditions outlined here are representative of those that the team member will or may be exposed to while performing the functions of this job: 

• While performing the duties of this job, the team member is frequently exposed to second-hand tobacco smoke.
• While performing the duties of this job, the team member is usually subject to inside environmental conditions.
• While performing the duties of this job, the team member may occasionally be subject to outside environmental conditions and to wet and/or humid conditions.

OTHER INFORMATION

• Native American Preference Policy applies.
• This individual must be able to meet the suitability requirements of the Redding Rancheria’s Gaming Agency to obtain a gaming license.
• Win-River Resort & Casino is a drug-free workplace.
• This job description does not list all the duties of the job. You may be instructed by management to perform other tasks or functions.
• This job description is not a contract for employment.  Employment with Win-River Resort & Casino is considered “at-will”.
• Must be able to comply with the Win-River Resort & Casino Common Language Rule.
• Reasonable accommodations may or may not be made dependent upon the nature of the work required by the position.
• Win-River Resort & Casino reserves the right to add, delete or modify without notice. 

Revised 1/22/25 ss