Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits
POSITION SUMMARY:
The incumbent in this position is responsible for the effective communication of the Player’s Club program; determines whether minimum qualifications for complimentary services and/or goods have been met, informs guest of all aspects of Player’s Club, and promotes the Player’s Club program to guests on the casino floor.
ESSENTIAL FUNCTIONS:
(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)
- Creates an atmosphere that induces guests to make Hard Rock Casino Bristol their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service.
- Service all customers at the customer service booths and VIP room; greet bus arrivals; conduct property tours; and assist in promotional events.
- Responsible for providing excellent guest service to mid and high-end guests by providing information pertaining to their comp limits, special services, and amenities available as well as any special targeted player events.
- Approve and issue limited comps to mid and high-end rated players based on established guidelines.
- Coordinate comp paperwork, including room, food and beverage, special events and transportation for Casino/Executive Host, VIP Services, and casino personnel.
- Coordinate reservation responses for special events and necessary accommodations for mid to high-end guests as requested.
- Handle difficult customer interactions and directs other customer disputes to the appropriate authority.
- Control and monitor access to VIP amenities by tracking each member’s visit.
- Keep current with and can execute all player recognition programs (e.g., member card, cash back programs, comping, etc).
- Consistently display positive attitude and high service standards.
- Respond to customer and co-workers’ inquiries in a prompt and courteous fashion.
- Perform data entry, documentation, inventory, and other administrative duties as assigned with accuracy, thoroughness, and speed.
- Adhere to all Company and departmental policies, procedures, and practices. Report all irregularities to the appropriate party.
- Adheres to all Virginia Gaming Regulations.
- Attend seminars when needed.
EDUCATION AND /OR EXPERIENCE REQUIREMENTS:
(Related education and experience may be interchangeable on a year for year basis)
This knowledge and these skills are typically acquired through a high school diploma or equivalent. This knowledge and these abilities are typically acquired through two months of on-the-job training; or through related customer service work experience. Computer literacy with good oral and written English communication skills required. Excellent phone etiquette and guest relations skills are also required. Multi-lingual skills preferred.
ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):
- Must obtain and maintain all licenses / certifications per Federal, State, and Virginia Lottery.
- Must successfully pass background check.
- Must successfully pass drug screening.
- Prior experience in the Gaming industry strongly preferred.
- Must be twenty-one (21) years of age.
- Must be able to work holidays and weekends, as well as flexible shifts.
KNOWLEDGE OF:
- Understanding of and experience in the property’s regional gaming market.
- Casino marketing functions including, but not limited to data base, advertising and branding.
- Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
- Pertinent federal, state, and local laws, codes, and regulations.
- Cash handling, marketing and sales techniques.
ABILITY TO:
- Ability to use card punch machine and slot card computer system in order to read and understand guest information, update guest records, and identify duplicate accounts.
- Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
- Routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
- Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
- Communicate clearly and concisely, both orally and in writing.
- Operate various types of office equipment.
- Establish and maintain effective working relationships with those contacted in the course of work.
- Be flexible to work varying shifts and time schedules as needed.
- This position spends time on the Casino floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.
PAY RANGE:
$14 - $19/Hourly
