This position is responsible for taking care of card members and assisting with elevated level of communication skills to bring in players and increase visits to designated establishments. All positions within 7 CLANS CASINOS are responsible for the overall maintaining of excellent guest services, efficient productivity, and providing an orderly, safe, and exciting workplace. All positions within the Enterprise require attention to quality guest services skills and exceptional team work. Perform responsibilities in accordance with all Company standards, policies, and procedures.

 Under the direction of the Player Development Manager the incumbent builds and maintains relationships with targeted guests through personal contact by phone and in person to generate incremental gaming revenues. 

 CASINO/DEPARTMENT OPERATIONS

Responsible for practicing, supporting, and promoting Otoe-Missouria Gaming Enterprises Company-wide culture and always demonstrating OMDA – 7CLANS Guest Service Standards.

Ability to effectively establish and maintain rapport with all levels of VIP’s, personnel, management, and guests.

Excellent communication skills

Handle Guest Relations, including any Guest Opportunities.

The ability to thrive in a fast-paced, hands-on environment. 

Ability to maintain a positive attitude.

Ability to work overtime, irregular hours and occasionally travel.

Other job-related duties as assigned.

 REGULATORY COMPLIANCE

Performs all duties in accordance with company team member handbook, objectives of the Otoe Missouria Tribe, internal policies, procedures, and controls, as well as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, OM TICS, the Bank Secrecy Act.

Maintains the Departmental log(s) noting any unusual occurrences, incidents, equipment failures, safety issues, disputes, etc.

 ORGANIZATIONAL GROWTH/DEVELOPMENT

Judgment/Decision Making

Under the direction of department management, forms opinions and make decisions based on information and the identification of available facts. Makes decisions or draws conclusions using available data and from experience. Avoid situations that could be deemed illegal or represent a safety hazard to fellow team members or guests.

Makes effort to keep informed of company information and communications by reviewing property bulletin boards, departmental log/shift reports, departmental/company emails, signage, and company newsletter.

QUALIFICATIONS

Minimum of one year experience in gaming industry.

3 years of Guest Service experience preferred.

Individuals must be at least 21 years of age.

EDUCATION and/or EXPERIENCE

High school diploma or GED equivalent.

Bachelor’s degree in business administration, Marketing, or related field preferred

Exhibit excellent interpersonal, communication, problem solving, and analytical skills.

Guest Services experience preferred, however not required.

 KNOWLEDGE, SKILLS & ABILITIES:

Maintain excellent communication skills and interpersonal relations with guests, vendors, visitors, and casino staff.

Exhibit conduct in accordance with the Otoe Missouria Gaming Enterprise departmental policies and procedures.

Build and maintain relationships with guests and market our gaming product and amenities to valued guests.

Increase the growth of gaming revenues through development of a targeted customer base.

Track guests’ visits, arrange accommodations and provide complementary amenities according to established guidelines.

Greet guests in the casino and participate in social events and special promotions.

Issue Player’s Club cards and promote the program and related promotions.

Research, update, and organize personal player information to ensure accurate and proper communication.

Ensure the protection of guests’ rewards.

Effectively handle customer complaints and discrepancies in an efficient and courteous manner.

Provide special services to include food, beverage, transportation, cross-property events, and Player’s Club programs.

Telemarketer to active and inactive guests by mail and phone to further develop brand loyalty and visitation to the 7 Clans Casinos and report the results of these efforts.

Assist in the development of incentive programs, host goals, dedicated events, and marketing programs.

Maintain up to date knowledge of all gaming machines, table games, and player tracking systems, promotions, events, entertainment, and general property information.

Maintain up to date knowledge of competitors’ promotions.

Safeguard the confidential nature of all departmental and company records.

Strong computer skills in Microsoft Office including Word, Excel, and Outlook.

EMPLOYMENT AUTHORIZATION, WORK CARDS

Must be able to provide the following cards or work authorization documents: All documents required to show the incumbent is eligible to work in the United States. Required to pass a drug test and obtain and maintain a gaming license to work in a casino from the Otoe Missouria Gaming Commission. It is the responsibility of the Team Member to always have all appropriate document(s) current and valid.

Otoe Missouria Gaming License

Driver’s License

PHYSICAL 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. While performing the duties of the job, the Team Member is regularly required to talk or listen. The Team Member is also regularly required to stand, walk, sit, and use hands to finger, handle or feel objects, tools, or controls. The Team Member is occasionally required to reach with hands and arms, climb or balance and stoop, kneel, crouch or crawl. The Team Member must be able to lift at least 20 lbs. and push, pull or drag up to 50 lbs. 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 ENVIRONMENT

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. The Team Member is occasionally exposed to fumes or airborne particulates, including second-hand environmental smoke. The noise level in the work environment is mostly moderate and, on occasions, loud. The Team Member may be exposed to heat and cold and all-weather conditions depending on department area. The Team Member may rarely be exposed to the risks associated in attempting to resolve issues with irate or difficult people. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This Company promotes a drug-free work environment.

PUBLIC RELATIONS

Important attributes of any team member of OMDA - 7 CLANS CASINOS, along with the official performance of duties, are personal appearances and public relations. Each Team Member is expected to make every effort to be well informed about the institution, pleasant, courteous, and cooperative, and to act in a manner to command respect of co-workers and all other personnel. An optimistic attitude, patience, and tolerance will help each Team Member in all situations at the institution.

DISCLAMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.