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Position Title: Players Club Ambassador

Reports To: Apache Spirit Club Shift Supervisor

Supervises: N/A

Summary of Position

The Apache Spirit Club Ambassador is responsible for promoting club membership and card usage during play by slot and table games players. Club Ambassador also handle guest service transactions through the Club booth with new player enrollments, point redemption, support of special events and promotions as required.

Key Responsibilities and Performance/Behaviors

• Ability

• Can explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understands where to get the information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Understands how to take ownership of problems and solve them when solutions may not be available.
• Can explain how to request help from others when needed to complete task or goal.
• Has complete knowledge and can tell others of IMGR&C products and services.

• Performance

• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
• Responds to obstacles; finds new ways to reach desired end results.
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; “Do it right the first time.”
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
• Makes suggestions to improve performance.

• Behavior

• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, and Customer Recovery Skills).
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Respects individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.
• Treats other with respect in all situations.

• Service

• Serves others.
• Identifies and can communicate needs of guests and others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Identifies ways to improve individual or team’s service to others.
• Provides service outside job responsibilities if needed to help resort succeed.
• Takes ownership of guest problem(s) until it is solved.

• Professionalism

• Meets IMGR&C Appearance standards.
• Professionally supports IMGR&C reputation and image in al situations, on and off property.

• Attendance

• Meets IMG&C policy for attendance.
• Informs supervisor of future absence as far in advance as possible.

• Communication

• Provides information others need to succeed, in time for them to use it.
• Shares with next shift the information needed for them to succeed.
• Listens to others without interruption; acts on their feedback when possible.
• Asks questions to better understand expectations of others.
• Reports all guest complaints and compliments to Supervisor or Manager.
• Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.

• Team Work

• Puts Success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Helps other departments achieve success.
• Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Does whatever is necessary to help department and resort success.
• Contributes ideas that support progress and success at shift, team and departmental meetings.

1. Essential Duties and Responsibilities include the following and are subject to change at management’s discretion:

• Identify new players and enroll them into the Apache Spirit Club while gathering all necessary information to support direct marketing efforts.
• Issue player rewards on the casino floor to support conversion, containment and retention efforts.
• Work in tandem with the Host team on duty to identify and personally recognize Platinum Club members who are in-house.
• Anticipate the needs of guests on the casino floor and enhance their entertainment experience through personal service efforts.
• Up-sell & Cross-sell marketing promotions on the casino floor to stimulate future patronage.
• Provide personal, hospitable service from the club to all members during each sales opportunity.
• Ensure all accounts are properly group coded in the player tracking system, issue cards and provide guest service support.
• Enrolls new players in the Players Club.
• Redeems Player’s Club points for prizes.
• Assist and or execute scheduled casino promotions according to the calendar and gaming submissions.
• Adheres to regulatory, departmental and casino policies and procedures, and to the Casino Internal Control Structure.

1. Supervisory Responsibilities

There are no supervisory responsibilities associated with this position.

1. Education and/or Experience Requirements

High School Diploma or General Education Degree (GED); Position will be trained to perform job task. Equivalent combination of education and experience may be substituted. Must be able to obtain and maintain a gaming license. Mescalero Apache Tribal preference, bicultural experience preferred.

1. Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.

While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. Lifting items weighing 50 pounds or more is required.

1. Work Environment

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.

The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. May be subject to high stress environments.

Approvals:

Date: _________________________

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Team Member Signature