Casinos generally offer loyalty programs also known as player’s clubs to their guests. These player’s clubs give casino guests a chance to earn valuable rewards based on the amount of money they spend on both slots and table game play. In some cases, the time casino guests play table games is also factored into the player’s club accounts.
Rewards vary from property to property, but may include things such as cash back, coupons, complimentary rooms, show tickets, and meals at the casino’s restaurants. Other rewards may include branded merchandise as well as invitations to exclusive casino promotions and special events. It should be noted that while casinos want to reward guests for their loyalty, one of the other reasons they offer loyalty programs is because it gives them the opportunity to track what types of games guests play, when they play them, and how much they spend. This information can be very valuable in casino marketing. In order to join player’s clubs, casinos have player’s club booths or kiosks located throughout the gaming area. People called Player’s Club Representatives man these booths.
Player’s Club Representatives are responsible for handling the enrollment into the casino’s player’s club program. When guests come to the booth, the Player’s Club Representative tells them all about the casino’s player’s club and what membership can offer. People explain how the program works and what type of rewards are available. Membership to these programs is generally free. If the guest is interested, the Player’s Club Representative will ask for a photo ID to assure the guest is of legal gambling age and sign him or her up. In order to do this, the Player’s Club Representative will take the guest’s pertinent information from the photo ID, such as his or her name, address, phone number, birthday, and so on, and enter this in the casino’s computer system.
The computer then generates a player’s club card, which looks much like a credit card. A guest can then use that card by swiping it in each slot machine he or she plays. This tracks the amount of money the guest is spending in each machine. If the guest plays table games, he or she may give it to the pit boss to insure that credit is given for game play. Signing people up to the player’s club is just part of the job. A good part of the job of Player’s Club Representatives is dealing with people who are already player’s club members. Some of these individuals may have questions that they want to ask regarding the player’s club policies, casino promotions, or events. The Player’s Club Representative is expected to answer all questions courteously, making each guest feel that he or she is valued as a casino customer. In many situations, guests lose their player’s cards or want extra cards so that they can play more machines simultaneously. After checking their photo ID, Player’s Club Representatives will then issue customers new or extra cards.
The Player’s Club Representative is often called upon to evaluate a guest’s information to determine if his or her qualifications have met the criteria needed for these various casino promotions. Depending on the specific structure of the casino’s players club, the individual may be responsible for evaluating what type of promotions the guest will be offered. This will depend, of course, on the amount of money he or she has spent gambling at the facility. The Player’s Club Representative is often responsible for issuing coupons or cash vouchers associated with player’s club promotions to guests or swiping guest’s player’s cards for entry into drawings for casino prizes. Player’s Club Representatives may direct guests to various features of the casino including the cashier, hosts, change booths, restaurants, restrooms, or the hotel. They are expected to be goodwill ambassadors for the casino.
Customer service skills are extremely important in this job. It is essential that the Player’s Club Representative always make the guest feel that he or she is a valued customer. At no time can the Player’s Club Representative make the guest feel that the casino is doing the guest a favor by providing a voucher or coupon. Casino guests with complaints or problems may stop at the player’s club booth to vent, voice their displeasure, or try to get a resolution. The Player’s Club Representative is expected to listen attentively and try to find a way to satisfy the guest. He or she may enlist the help of supervisors to accomplish this task. Additional responsibilities of a Player’s Club Representative working in a casino include:
Factors affecting earnings include the specific casino as well as its size, prestige, and geographic location. Other factors affecting earnings include the responsibilities and experience of the individual. Those working in larger casinos in gaming capitals will generally earn more than their counterparts at smaller casinos in areas with few casinos.
Employment prospects are good for Player’s Club Representatives. As player’s clubs are very important to casinos, facilities generally have a fair number of people working in this position every shift. Additionally, larger casinos generally have a number of player’s club booths located throughout the facility.
Las Vegas, Reno, Laughlin, Lake Tahoe, Atlantic City, Biloxi, Baton Rouge, New Orleans, Detroit, and Black Hawk offer the largest number of jobs. Other employment settings include casinos and casino hotels in other areas of Nevada, Mississippi, New York, Louisiana, Colorado, Connecticut, Illinois, Arizona, and California. Other regions hosting Indian gaming and land-based or riverboat gaming facilities, racinos, and bingo will offer additional opportunities. Advancement prospects are good for Player’s Club Representatives. People may become player’s club shift supervisors or player’s club supervisors or coordinators. After obtaining some experience, other people may move into either hosting positions or other jobs in the marketing department. Most casinos require that their Player’s Club Representatives hold a minimum of a high school diploma or the equivalent. A college background or degree may be helpful in career advancement.
Player’s Club Representatives needs to be licensed by the state in which they work. This is done through a state gaming authority or commission. People must also meet minimum age requirements. Depending on the specific state, Player’s Club Representatives may also need to either have TIPS (Training for Intervention Procedures) or another alcohol awareness certification.
In some casinos, this is an entry-level position. Other casinos prefer some sort of experience in the customer service area of the casino. In order to be successful in this type of job, people should be enthusiastic people with excellent customer service skills. Good communications skills are essential to this type of job. Organizational skills are a must. The ability to multitask without getting flustered is helpful. Computer skills and the ability to type are necessary. Problem solving skills are critical. The ability to deal well with guests is essential. People interested in a career in this field should contact gaming institutes and schools and casino human resources department.
1. If you are still in school, seek out an apprenticeship in the casino marketing or player’s club development department of a casino or casino hotel.
2. Positions in this field are advertised in the newspaper classified section in areas hosting casinos. Look under the headings of “Casinos,” “Gaming,” “Player Club Development,” “Player’s Club Representative,” etc. You might also look under the name of a specific casino or casino hotel.
3. Jobs may also be located online. Check out the Web sites of casinos and casino hotels. Many post openings on their sites.
4. Don’t forget to check traditional job sites such as www.monster.com and www.hotjobs.com, as well as job sites specific to the gaming industry.
5. Many casinos also have job hotlines that may advertise openings in this area.
6. Send your résumé to casino hotel human resources departments.
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