Job Description

 Responsible for identification, development and maintenance of all VIP guest as well as for providing a favorable gaming experience for those guests.
 Provides outstanding guest service to internal and external guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES
 Ensure consistent high-quality service to all our team members and guests.
 Maintain guest service standards and ensure team members perform those standards to achieve a favorable gaming experience for guests.
 Evaluate and rate guests’ play to issue comps.
 Maintain and manage a designated block of guests and meet established goals.
 Implement programs to increase rated play in table games and slots. Communicate verbally and in writing with guests regarding available services, promotions, and special events.
 Review all departmental activity with Marketing Manager.
 Timely communicate all player development issues.
 Facilitate communication between guests and other departments when necessary.
 Maintain strict confidentiality relative to financial information, operating systems, company policies and procedures, marketing plans, and team member and guest information.
 Must possess excellent phone etiquette skills and have the ability to make over 100+ cold calls per week or predetermined targeted goal.
 Have complete knowledge of all casino events and promotional activities, and assist as needed.
 Complete all government reporting.
 Manage escalated guest service issues appropriately and discreetly.
 Have knowledge of guest alcohol limitations and company policy and procedure regarding limitations.
 Communicates pertinent information to senior staff, surveillance, or other necessary team members that is important to the operation of the casino.
 Must be able to meet the attendance guidelines of the job and adhere to departmental and company policies.
 Ensure satisfaction to guests.
 Follow lawful directions from supervisors.
 Uphold the company’s non-disclosure and confidentiality policies and agreements.
 Interact well with others and be a positive influence on team member morale.
 Must be able to work a flexible schedule as required by business operations, including late nights, weekends, and holidays; shifts may change.

SUPERVISORY RESPONSIBILITIES
 None

QUALIFICATIONS
 Must possess excellent teamwork, interpersonal, guest service, written and verbal communication skills.
 Requires the ability to manage multiple priorities in a fast-paced environment.
 Must be able to maintain a flexible work schedule.
 Must have a professional demeanor and presence with the ability to interact with individuals at all levels in the Company and in external organizations.
 All team members must be knowledgeable to all Company policies and procedures, including fire and safety regulations.

EDUCATION and/or EXPERIENCE
 A Bachelor’s degree in a business-related field, at least 2 years of experience in the sales or marketing field, or the equivalent combination of education and experience is preferred.
 Gaming industry experience is strongly preferred.
 Must possess excellent guest service skills to effectively deal with guests.

PHYSICAL DEMANDS
The physical demands and work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 Required to sit, walk and stand throughout shift; occasionally bend, crouch, or stoop; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk and hear; and lift up to 35 pounds, with assistance.
 Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT
An office environment. A casino environment exposed to electricity, bright flashing lights, noise, smoke and varied temperatures. Use of elevator and stairs. May include a boat and/or floating barge. May also work in a banquet/showroom environment with varied noise levels and temperatures, wet areas, and exposure to low-level lights.

CERTIFICATES, LICENSES, REGISTRATIONS
Maintain current certificates, licenses or registrations as required by the department or as required under Federal, State or Local laws and ordinances.

LANGUAGE SKILLS
Must be able to effectively communicate in English.

MATHEMATICAL SKILLS
Sufficient level of proficiency to perform all duties of position.

COMPUTER SKILLS
Any and all technical skills must be held, acquired or maintained for the efficient performance of the position.