• Works closely with the Relationship Marketing Team. • While a supervisor is not present, the Guest Services Lead Representative is responsible for overseeing the Club. • Responsible for the consistent execution of Players Club initiatives. • Responsible for processing all player transactions for casino player club members. • Answers inquiries by clarifying desired information; researching, locating, and providing information. • Answers incoming and make outbound telephone calls according to designated service and productivity standards. • Solicits and identifies new gaming customers for the Players Club program. • Maintains customer information assuring the highest standards of data entry and confidentiality. • Provide superior level of guest service. • Maintain extensive knowledge of products, services, promotions, and programs. • Must have the ability to make sound decisions in providing complimentary items based on tracked play. • Excellent interpersonal, communication, team building and problem solving skills required. • The ability to resolve stressful situations. • Analytical skills and customer service orientation required. • Regularly communicate with team and manage time effectively. • Answers incoming and make outbound telephone calls according to designated service and productivity standards. • Responds promptly and discreetly to guest inquiries. • Assist guests in high limit host office when needed. • Demonstrate a high degree of integrity and responsibility in handling IGRC assets, lists and promotions. • Assist premium customers with reservations and acquisition of amenities and work closely with casino operations to ensure that high limit players are recognized and acknowledged • Update account information through internal systems. • Act as a guest liaison, handle issues & resolve situations to ensure smooth operations and excellent customer service. • Follow all submissions, SOPs, and IGC requirements. • Ability to perform multiple tasks in an efficient manner. • High School diploma or GED required. • Experience in data input • Must have 3-5 years of customer service experience. • Must possess strong verbal and written communication skills. • Must be able to work a flexible schedule to include evenings, weekends, and holidays. ADDITIONAL REQUIREMENTS • Responsible for fostering a fun environment. • Responsible for being gracious to all guests and co-workers. • Responsible for promoting a positive influence in the community and participating in company-sponsored events. • Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs. • Ensures that behavior and appearance are in compliance with established standards. • Maintains a professional work environment with management and staff. • Routine standing and walking; frequent reaching, bending, stooping and carrying/ handling/ moving. • Able to lift weights up to 40 pounds. • Maintains a professional work environment with supervisor and all staff. • Must be able to work in a loud, smoking environment. • Access to general gaming floor.