Summary: Establishes and maintains relationships with casino players, providing personal services in regards to promotions, reservations, special events and other customer care needs. Develops and maintains relationships with new and existing VIP players. Builds relationships with international and international customers to instill loyalty to the property.
Engagement Expectations:
We believe that team member engagement is the basis for a great culture and superior guest service. During every interaction, we display three behaviors:
- Smile, display energy and open body language
- Proactively greet team members and guests, initiating interaction to provide service
- Always use a positive parting remark to end the conversation
Essential Job Functions:
- Provides elevated service experience to VIP customers.
- Ability to extend complimentary services in accordance with the approved comp matrix.
- Enrolls players in club program.
- Establishes personal relationships with new and existing players providing assistance as needed.
- Achieves established revenue and reinvestment goals.
- Builds and maintains database of international customers.
- Develops and coordinates marketing programs and events to attract desired market.
- In person, telephone, and digital outreach to identified segments of the player database to increase trip frequency, including coded and uncoded customers, and general customer service calls to build relationships and visitation.
- Demonstrates professional, engaging, and effective telesales skills and production.
- Works with all departments to ensure that gaming service expectations are met.
- Communication liaison between Chinese, and/or other languages, and English speaking guests and employees. Advises of cultural requirements to executive staff.
- Handles difficult situations in a calm, timely and professional manner.
- Performs all other duties as assigned.
Qualifications:
- Must be 18 years or older.
- High school diploma or general education degree (GED).
- 2+ years related casino marketing host experience required.
- Knowledge of Casino Management Systems and customer database platforms.
- Excellent communication skills, both written and oral.
- Available to work flexible shifts, weekends and holidays.
- Ability to obtain and maintain all necessary licensing.
Physical and Mental Demands:
- Regularly required to see, talk and hear; use hands to finger, handle, or feel; reach with hands and arms; stand and walk.
- Frequently required to stoop, and kneel.
- Able to interact with others while maintaining a positive and courteous demeanor.
- Ability to work in a noisy and smoky environment.
- Must occasionally lift and/or move up to 25 pounds.
