Job Title: Winner’s Club Representative Department: Guest Service Reports to: Winner’s Club Manager FLSA Status: Non-Exempt License: Class III Closing Date: Tuesday February 5, 2025 at 4:00 pm SUMMARY : Provide exceptional front line guest service in Winners Club. Responsible for providing guest information regarding promotions, and special events. + Is exceptionally friendly, helpful and courteous when dealing with guests and fellow associates. + Ability to work with various computer systems. + Follows promotions P&P’s and executes accordingly. + Keep up to date on all promotions and events and able to relay to customers. + Assists guests with win/loss requests and sends to Revenue Audit. + Assist guests with accessing free credit and other issues. + Capable of handling routine customer complaints and incidents and exhibits discretion in identifying situations that require the attention of the Manager. + Maintains and orders daily inventory of club. + Issue and redeem promotional comps, coupons, maintain daily reports using Patron Management System. + Enroll guests in Winners Club. + Handle guest issues regarding locked PINs, lost cards, duplicate accounts and other IGT Advantage system guest situations. + Answers incoming telephone calls in prompt and courteous manner, and able to provide information to any inquiries. + Maintains accurate guest information and confidentiality of all guest accounts. + Other duties as assigned by the Winners Club Manager/Director. SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities. QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to successfully complete the essential duties of the position with or without reasonable accommodation. EDUCATION and/or EXPERIENCE: High School Diploma or General Education Degree (GED); and one to three months related experience. Previous work experience providing exceptional guest service. Excellent computer knowledge, typing and data entry abilities. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodation. While performing the duties of this job, the employee is regularly required to stand for long period of time; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. This position requires climbing, balancing, standing, keyboarding, talking, hearing, repetitive motions and exerting up to 25 pounds of force occasionally to lift carry, push, pull or otherwise move objects. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job with or without reasonable accommodation. The position exists in a casino work environment where there is continuous exposure of the employee to noise and cigarette smoke from the casino floor. NATIVE PREFERENCE: The Mohawk Gaming Enterprise utilizes a Native American preference policy in hiring, training, and promotion. When there is a job opening or training opportunity, the Gaming Enterprise will evaluate all candidates for the position and will select the most qualified candidate. In the event two or more candidates meet all of the job requirements and have substantially similar qualifications, the Gaming Enterprise will utilize the preference policy to make the final determination on who will be offered the opportunity or position. When preference is utilized, first priority will be given to enrolled members of the Saint Regis Mohawk Tribe. Second priority will be given to members of other federally recognized Tribal Nations and/or First Nations citizens from Canada. All other individuals will be third priority. CERTIFICATES, LICENSES, REGISTRATIONS: Must obtain and maintain a New York State certification and St. Regis Mohawk Tribal Gaming Class III License which requires a criminal background check to be used solely for employment purposes. Successful candidates for employment must submit to and pass a drug test for illegal substances prior to employment being confirmed. In case of a positive result, the candidate is not eligible for employment with the Akwesasne Mohawk Casino Resort. Employment will not begin until process is complete. “The Mohawk Gaming Enterprise is an Equal Employment Opportunity Employer.”