Representative, Players Club

Summary Statement

The Player's Club Representative serves as the frontline ambassador of the casino's loyalty program, providing exceptional guest service while promoting membership benefits, rewards, and promotions. This role is responsible for enrolling new members, assisting with account inquiries, and ensuring a personalized experience for both new and returning guests. The ideal candidate thrives in a fast-paced, guest-focused environment and understands the importance of building lasting relationships with casino patrons.

Primary Job Duties

Includes but is not limited to

• Greet guests warmly and provide detailed information about the casino's loyalty program, benefits, and promotions.
• Enroll new members into the Player's Club program and assist with account setup and verification.
• Respond to guest inquiries regarding point balances, tier status, offers, and redemption procedures.
• Promote current and upcoming promotions, events, and special offers to drive engagement and participation.
• Resolve guest issues and concerns with professionalism and urgency, escalating when necessary.
• Maintain accurate records and ensure data integrity when processing member transactions.
• Collaborate with marketing, hotel, and gaming departments to support cross-functional initiatives and guest service excellence.
• Uphold confidentiality and compliance with all gaming regulations and company policies.
• Use personal device/cellular phone for job-related operational tasks, job duties, review of company documents, etc.
• Perform other job-related duties as requested.

Qualifications

Includes but is not limited to

• Strong interpersonal and communication skills with a passion for guest service.
• Ability to handle sensitive information with discretion and professionalism.
• Comfortable working in a fast-paced, high-volume environment.
• Basic understanding of casino loyalty programs and promotional strategies.
• Proficiency in POS systems, CRM platforms, and Microsoft Office Suite.
• Ability to work varied shifts, including nights, weekends, and holidays.

Preferred

• Previous experience in a casino, hospitality, or customer service role.
• Familiarity with gaming regulations and loyalty program operations.
• Experience working in a luxury resort or casino environment.

Minimum Education and Experience

• High school diploma or equivalent required.
• Minimum 1-2 years of customer service experience in a guest-facing role.

Certificates, Licenses, Regulations

• Proof of eligibility to work in the United States
• Must obtain and maintain required gaming registration and licenses.

Physical Demands

• Must be tolerant of varying conditions of noise level, temperature, illumination and air quality.
• Prolonged sitting/standing.
• Bending and reaching.
• Transporting, pushing, pulling, lifting and maneuvering items weighing up to 10 lbs.
• Eye/hand coordination.
• Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (SDS) and other instructions.

Additional information

At Resorts World Las Vegas, we believe that every member of our team is an ambassador and is essential to the success of our company. We expect all Team Members to take personal ownership in ensuring everything they do is in the best interest of the company and that all will adhere to our five core non-negotiable responsibilities.

• Everyone is an Ambassador -No matter where you work at Resorts World Las Vegas, it is your responsibility to treat this property like you would your own home. No one gets hurt, everyone feels secure, the environment is clean, and every guest gets what they need.
• Everyone works in Safety -If you have a safety concern, it is your responsibility to address it by correcting it or notifying the appropriate department or individual.
• Everyone works in Security -If you See Something, it is your responsibility to Say Something. You must notify the appropriate department or individual if you feel there is a security concern.
• Everyone works in EVS -If there is trash on the floor, it is your responsibility to pick it up. If it is a mess that needs more attention, it is your responsibility to notify the appropriate department or individual.
• Everyone works in Guest Experience -If a guest needs assistance, it is your responsibility to assist that guest and do so with a smile. If the guest needs more assistance than you can provide, it is your responsibility to notify the appropriate department or individual.