Slot Marketing Representative (MGM National Harbor)

Location:

National Harbor, Maryland

It is the responsibility of the Players Club Marketing Representative to assist guests at the Players Club desk or other assigned area with all aspects of their account and to enroll new guests in the loyalty program while providing excellent guest service. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures.

Essential Functions and Tasks

This job description in no way states or implies that these are the only duties to be performed by employees 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 effective operation of the department

• Assists players with all requests in a professional and timely manner.
• Explains the loyalty program in detail and redeems guests’ points for express comps.
• Evaluates members’ status and issues complimentary amenities based on established Company guidelines.
• Utilizes all aspects of the Player Tracking System.
• Answers any questions and addresses any problems with guests.
• Stays informed about all Company events at their property.
• Inputs all player information into the database system and issues loyalty program cards.
• Protects the confidentiality of all company files and documents under immediate control.
• Communicates new ideas to upper management in order to improve productivity.
• Promotes and maintains the highest level of service to all guests, including smiling, greeting, and making eye contact, while staying alert to their needs.
• Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor of all unusual events, circumstances, missing items, or alleged theft.

Supervisory Responsibilities

None

Education and/or Experience

REQUIRED:

• High School diploma or equivalent.

PREFERRED:

• Previous experience in a face-to-face guest service position.
• Bilingual abilities, English as the primary or secondary language.

Certificates, Licenses, Registrations

• Gaming License.
• Alcohol Awareness Card.

SECTION 3: COMPETENCIES & WORKING CONDITIONS

Knowledge, Skills, and Abilities

Customer Service Orientation: The ability to provide excellent service to guests and ensure their complete satisfaction. This includes greeting and interacting with guests in a friendly and enthusiastic manner, building trust, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset, taking ownership of guest issues or problems and taking action to quickly resolve them, and caring about and valuing guests. Communication: The ability to communicate information clearly and politely to coworkers, supervisors, and guests when speaking and writing. This includes targeting the amount, style, and content of the information to the needs of the receiver. Interpersonal Skills: The ability to develop and maintain professional, trusting, and positive working relationships with managers, supervisors, staff, coworkers, guests, and vendors. This includes being cooperative, approachable, and taking time to listen to and address others’ questions or concerns; treating others with kindness, respect, and dignity; and expressing empathy and compassion when dealing with the needs and problems of others. Resolving Conflict: The ability to manage and objectively resolve conflict or disputes between individuals. This includes seeking an understanding of all sides involved in the conflict and striving for win-win solutions. Presentation: The ability and willingness to present oneself with proper grooming, hygiene, and dress. This includes wearing appropriate and clean clothing/uniform and shoes, wearing hair in a neat and clean condition, maintaining personal cleanliness, ensuring neat and clean appearance of own work area, and ensuring property facilities are litter free. Positive Demeanor: The ability to present oneself in a positive, enthusiastic, and professional manner with others and guests. This includes displaying a passion and enjoyment for work; focusing on success; thinking positively about actions and events; and anticipating the best possible outcomes. Detail Orientation: The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality. Multi-Tasking: The ability to process multiple types of information and/or perform multiple tasks simultaneously. Dependability: The ability and willingness to take ownership of work activities and ensure that they are completed accurately, efficiently, and in a timely manner. This includes being conscientious, committed, reliable, trustworthy, and accountable for completing work activities. Adaptability/Flexibility: The ability to work in ambiguous situations and change one's style or approach in response to differing circumstances. This includes being open to change and new information; adapting behavior and work methods in response to new information, changing conditions, or unexpected obstacles; and adjusting rapidly to new situations warranting attention and resolution. Integrity and Company Policies Knowledge: The ability and willingness to uphold ethical standards and comply with all federal, state, and local laws and company policies, procedures, and regulations. This includes maintaining confidentiality of all sensitive and proprietary information and avoiding conflict of interest situations. Work Conditions: The ability to perform job activities in an environment where pipe, cigar, and cigarette smoking is permitted.

Work Schedule/Hours

Ability to work a flexible schedule including extended hours, weekends, holidays, and shifts.