AGENT - PROMOTIONS

POSITION SUMMARY: The primary responsibility of the Promotions Agent is to provide service to guests at the Royal Rewards Desk, by enrolling them in the Royal Rewards Program. All duties are to be performed in accordance with departmental and property policies, practices, and procedures.
Top 5 Specific Job Functions:

• Maintain a professional, friendly and courteous atmosphere that provides guests with an exceptional gaming experience and ensure efficient operations of the Royal Rewards Club
• Assists guests, players, and casino hosts with all requests in a professional and timely manner
• Explains the Royal Rewards program in detail and effectively enrolls new members, inputs all player information into the database system and issues Royal Rewards cards
• Utilizes all aspects of the Player Tracking System
• Stays informed about all Slot Division activities and events, and maintains general knowledge of the property

Other Specific Job Functions:

• Keeps abreast of changes in procedures, policies, and information pertaining to the operation of both the department and property
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
• Promote the company's outlets and amenities by educating guests on restaurants, shows, and other outlets such as spa, retail, and pool
• Suggest activities and book reservations as it pertains to guest entertainment, dining, and other services
• Up-sell and cross-sell property amenities to guests company-wide
• Ensures guest information is updated and accurate at all times. (i.e. address, phone, guest profiles and preferences)
• Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task
• Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas
• Perform all duties as deemed necessary for the success of the department.
• Own all requests and complaints; resolve issues immediately and follow up to ensure the guest's satisfaction
• Identify and report defects throughout the department; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations
• Performs all other job related duties as requested by management

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.
Requirements
Required:

• At least 6 months of guest service experience; preferably in hospitality and/or travel industry
• At least 6 months experience handling high-volume calls and multi-line phones
• Excellent customer service skills
• Have interpersonal skills to deal effectively with all business contacts
• Professional appearance and demeanor
• Work varied shifts, including weekends and holidays
• High School diploma or equivalent
• Working knowledge of Microsoft Office (Word, Excel, Outlook and PowerPoint)
• Able to effectively communicate in English, in both written and oral forms
• Strong verbal and written communication skills

Preferred:

• At least 1 year of Promotions or Player's Club experience in a hotel
• Bilingual
• Previous experience working in a similar resort setting
• Basic computer knowledge and the ability to accurately type 30 wpm

CERTIFICATES, LICENSES, REGISTRATIONS:

• Gaming Registration
• Alcohol Awareness Card

Plaza is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Plaza will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.