Job Description

In this role, you will develop strategic relationships with customers by having a comprehensive understanding of casino systems, casino sales; as well as overall understanding of converting sales activities into casino trips with a seamless hand-off to the on-property service team.

• Responsible for developing and maintaining coded player blocks through direct mail, email, telemarketing, and leveraging databases.
• Actively participates in telephone solicitation and coordinates personalized direct mailings for assigned markets.
• Ensures seamless hand off of guest pre-trip itinerary for flawless on-property execution by VIP Hospitality Team.
• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
• Responds to and consistently meets the needs of coded customers.
• Supports and cultivates new ideas and methods to deliver business solutions.
• Identifies ways to increase efficiency or improve product or service.
• Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business.
• Prepare project plans that aid in moving projects forward.
• plans that aid in moving projects forward.
• Must demonstrate strong knowledge of casino systems (LMS, CMS, SALESFORCE, EMS, SCHEDULER, TICKET SAGE, etc.)
• Open to outside employees/ outside vendors shadowing and answering any pertinent department information.
• Fully knowledgeable of all happenings on property and in the market.
• Demonstrate mastery of all existing products/services and/or progress on new initiatives, bonus programs and system changes.
• Actively participate in all department and company initiatives to drive sales and revenue.
• Demonstrate a willingness to teach, mentor, train and share information with the team.
• Develop skills to handle increasingly complex matters.
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.
• Politely gives consistent, timely and accurate information and finds answers when unsure for customers as well as co-workers.
• Projects warmth and enthusiasm in person and on the phone; builds rapport to strengthen relationships and encourages trial as well as repeat visitation.
• Has the ability to multitask and prioritize in a fast-paced environment.
• Sales Excellence: Leveraging sales techniques to maximize performance.
• Passion for Service: Internally motivated to graciously serve, delight and build player loyalty; as well as service and assist co-workers.
• Drive: Harnessing energy and passion to excel.
• Customer / Commercial / Market Awareness: Anticipating and listening to customer needs / looking outside our world.
• Influence: Engaging and assisting others to succeed.
• Professional Excellence: Applied functional / business knowledge; professionalism, composure, effectiveness.

• One to three years of hospitality or sales experience (Experience with luxury brands preferred).
• High School diploma or equivalent.
• Ability to think independently in making decisions to maximize customer service experience and program profitability.
• Ability to effectively manage time and perform multiple tasks simultaneously, including assisting fellow Casino Sales Executives.
• Must have a systematic and process-oriented mindset to ensure seamless end-to-end customer experiences.
• Excellent interpersonal skills are required.
• Must have excellent oral and written communication skills.
• Must be able to listen and respond to visual and aural cues.
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.
• Must be able to obtain an Indiana gaming license .
• Must have manual dexterity and coordination to operate office equipment to include but not limited to: 10 key adding machines, PC computers, telephone/headset, fax machine, photocopy machine.
• Must be able to work in moderate to loud noise conditions.
• Must be able to make telephone calls for extended periods (minimum 60+ calls/day).
• Must be able to lift up to 15 pounds.
• Must be able to move in and around the Casino/Hotel/Mall areas.
• Must be able to tolerate areas containing secondhand smoke.
• Must be able to work for long periods of time, under fluorescent lighting.
• Must be able to work at a desk for the majority of the day, in a seated position.
• Must be able to spend the majority of the day working off computer monitors and operating a keyboard.
• Although the majority of the position will be spent seated at a desk, there will be occasions where a candidate must be able to remain on one’s feet for long periods of time, and/or walk long distances.
• Must be able to travel as needed.