Turning Stone Resort Casino
Job Code
Travel Involved
Casino & Gaming
Employment Status

Player Services Rep

Job Description

Position Responsibilities:

  • Always ensures guests receive exemplary customer service when explaining, instructing and assisting guests with the fundamentals of TS Rewards Loyalty Card and complimentary programs.
  • Efficiently and accurately creates and maintains TS Rewards Loyalty Card accounts as needed.
  • Is thorough and accurate when verifying and recording guest information for new or changed accounts.
  • Greets guests in a courteous and positive manner, thanks them for calling, and remains calm and pleasant during all interactions.
  • Immediately notifies supervisor of any derogatory or missing information on an account.
  • Responds quickly and efficiently to the needs / requests of all VIP Guests, Casino Hosts & Junket Reps.
  • Communicates & cooperates effectively with all departments.
  • Always maintains confidentiality regarding guest account information including contact information, play history.
  • Demonstrates thorough knowledge and comprehension of the company and department policies and procedures.
  • Maintains thorough knowledge of the Hotel reservations system.  Processes guest transactions with minimal error.  Consistently uses proper group source and reason codes.
  • Answers all inbound calls and emails in a timely fashion. Effectively answers any guest questions.  Consistently directs guests to proper destinations.
  • Consistently follows appropriate guidelines and seeks proper assistance/approvals in handling complimentaries.
  • Consistently displays sound judgment.
  • Effectively redeems promotional coupons, and accurately balances out coupons at the end of each shift.
  • Effectively issues Free Play offers.
  • Always ensures own work area is kept clean and orderly throughout shift.
  • Always thorough and concise when checking guest accounts for points and complimentary offer availability.
  • Maintains tracking and entry of the VIP private lounge for our high end guests by following department procedures.
  • Trouble shooting for all venues of the casino and supplying a resolution.
  • Accurately assists guests with point purchases in the TS Rewards Gallery
  • Assists Auditing with variance issues.

Job Requirements

Position Minimum Qualifications:

  • High school diploma/G.E.D. or equivalent experience required.
  • Excellent verbal and written communication skills are required.
  • Previous experience in a guest contact position preferred.
  • Excellent organizational skills required.
  • Basic math skills required, must demonstrate ability to balance out coupons.
  • Knowledge of data entry preferred.
  • Must possess computer skills with knowledge of Microsoft Office including Work, Excel, and WordPerfect.
  • Ability to use a calculator, printer, copy machine and scanner.
  • Must be willing to work a flexible schedule to include evening hours, weekends and holidays as needed.
  • The ability to multitask in a fast paced environment


Position Physical Requirements:

  • Must be able to carry, reach, kneel, grasp, sit, stand and walk.
  • Must be able to lift up to 10 pounds.
  • Must be able to stand and sit for long periods of time