MVP Rewards Representative Lead

Experience the excitement of working in the entertainment industry at Canterbury Park-home to thrilling live horse racing every summer and year-round action in our Card Casino, Racebook, and Events.

Canterbury Park offers competitive pay and an attractive benefits package for part-time team members. Our team members enjoy paid time off, floating holidays and holiday premium pay. For eligible team members, we provide a comprehensive benefits package that includes life, critical illness, accident and hospital indemnity insurance; a 401(k) retirement plan with employer matching; robust wellness programs designed to promote overall health and well-being; and much more. Additional exciting perks include free admission to live racing events, exclusive access to special event privileges, and a wide variety of discounts at local businesses and throughout Canterbury Park. These benefits are carefully designed to not only enhance your experience at work but also contribute to a vibrant and rewarding lifestyle in the community.

Job Summary:

The MVP Rewards Representative Lead is responsible for delivering exceptional guest experiences by providing top-tier hospitality, managing player accounts, promoting the MVP Rewards program, and supporting marketing initiatives. This role involves engaging with guests, resolving concerns, assisting with loyalty programs, and serving as a Master of Ceremonies for events. Strong communication, leadership, and customer service skills are essential to creating a welcoming and memorable environment at Canterbury Park. Responsible for supporting the Companies mission, vision, and values.

Essential Duties and Responsibilities:

• Lead by example.
• Responsible for maintaining a high degree of hospitality, as well as a positive and professional demeanor at all times.
• Creates high levels of morale, fosters teamwork, inspires collaboration, delegates effectively and coaches and mentors direct reports for growth opportunities.
• Initiate and practice the highest level of customer service by ensuring that new and returning guests are provided with an exceptional experience.
• Engage in meaningful and personalized conversation while assisting customers in making informed choices regarding their Canterbury experience.
• Manage player accounts and comps based on recorded play, earned points, comp availability.
• Ensure that guests are welcomed into a clean, safe and professional environment by taking ownership and having pride of the overall cleanliness of your work area.
• Review and retain information from the Canterbury Post in order to support and promote all business units by communicating details of marketing promotions and upcoming events.
• Promotes MVP Rewards program to all guests by offering detailed information regarding the benefits of the program.
• Listens to guest complaints and concerns, resolves issues, or directs issues to appropriate department for resolutions.
• Upsell properties and amenities by informing guests of offerings and upcoming events.
• Assist top players with ticket and promotional pick-ups.
• Assist with Loyalty Program promotions and maintain kiosks.
• Assist Card Casino team with duties as needed such as pictures of Jackpot winners, assisting players with
• Fulfill general office duties such as, maintaining inventory of office supplies, entering customer data and resolving Lottery complaints.
• Multi-task both verbally and through written communication while receiving messages, returning phone calls and answering incoming phone calls in a timely and accurate manner.
• Identify problems when/before they occur and quickly contact the best department representative to rectify the situation.
• Engage in telemarketing and make follow-up calls as needed.
• Serve as a personal one-on-one contact with VIP guests.
• Serve as Master of Ceremonies for events, parties and tournaments.
• Perform other duties as assigned.

Required Qualifications:

• Must be at least 18 years old.
• Ability to work a flexible schedule; including nights, early mornings, weekends, and holidays as dictated by the event calendar.
• Must be able to interact with guests, coworkers, and management in a professional and courteous manner.
• Excellent written and oral communication skills, with strong public speaking, public relations, and telephone skills
• Must be a team player willing to work with all departments.
• Canterbury Park conducts pre-employment screening for all positions which includes a criminal background check and verification of work history.
• Must be able to attain a Minnesota Racing Commission (MRC) license.

Preferred Qualifications:

• High School Diploma/GED
• 2 years of customer service experience

Working Conditions and Physical Requirements:

The physical demands described here for the representative must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the essential functions of this job, the employee is occasionally required to stand; walk; sit; and requires frequent wrist and hand use.