Job Description

Summary of Functions
Under the direct supervision of the Executive Casino Host and in conjunction with Casino Hosts, the VIP Services Representative is responsible for promoting the rated play and frequency of VIP guests for Northern Quest Resort & Casino, providing quality guest service, and ensuring guest satisfaction.
Essential Duties and Responsibilities
• Responsible for managing needs of VIP/rated players through the VIP Services office.
• Welcomes players in the casino and encourages rated play as well as return visits.
• Communicates with VIP/rated players via phone, e-mail and written correspondence regarding room and restaurant reservations, other available services, promotional opportunities, special events, and Camas Club account balances.
• Accurately books are all room reservations generated by the Loyalty Marketing department.
• Accurately maintains all concert ticket requests generated by the Loyalty Marketing department.
• Acts as an ambassador by engaging guests and providing guest service-oriented experience while looking for potential players at table games, slots and other areas of the property.
• Assist Casino Hosts to evaluate rated play, review account balances, enroll promotions, and issue rewards for VIP/rated players.
• Assists Casino Hosts by providing complimentary amenities to guests, based upon specific casino guidelines for levels of play.
• Builds and maintains spreadsheets to track attendance for special events.
• Attend player parties and function to help identify and fulfill player needs.
• Prepare weekly and monthly reports in compliance with departmental standards.
• Generates end of year tax information for VIP/rated players.
• Assists with Camas Club card reprints and tier ascension program needs.
• Ensures that food and beverage items are available in the VIP Services office, where applicable.
• Ensures compliance with the Kalispel Tribe of Indians - State of Washington Gaming Compact, Internal Controls, NIGC Regulations, and Northern Quest Resort & Casino Policies and Procedures.
• Assists and enforces policies and procedures to control and protect the assets of the Kalispel Tribe.
• Assists and advises other departments to ensure the success of VIP reservations and promotions.
• Must possess a great smile, good attitude, professional demeanor, make eye contact while speaking, ability to work under stressful situations, and able to cope with many challenges.
• Displays positive and professional attitude and presentation when communicating with guests.
• Acts as a resource to guest and casino departments by maintaining a working knowledge of the Casino’s facilities and special events and advising guests of same.
• Greets guests in the VIP Services office and on casino floor, establishing rapport with them.
• Promotes the success of the Camas Club, by explaining this marketing tool to guests, issuing membership cards and demonstrating the various methods of use.
• Resolves miscellaneous guest complaints, contacting the appropriate department supervisor or manager when necessary.
• Prepare correspondence, memos, forms reports and other miscellaneous paperwork, as needed.
• Commemorates special events in the lives of our guests, by preparing and mailing birthday and anniversary cards, newsletters, and personal notes.
• Determines and facilitates all requirements to ensure successful player development functions/activities, including but not limited to issuing complementary items or service.
• Maintains a clean, safe, hazard-free work environment with area of responsibility.
• Can be required to be a panelist for the Internal Review Board Process.
• This job description does not list all the duties of this position. You may be instructed by management to perform other duties as assigned.
• May be required to assist with the distribution and execution of the casino continuity program.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Experience
• Two (2) years of service industry experience.
Skills & Abilities
• Must be proficient in the use of Microsoft programs and other computer software.
• Use computer software to review and evaluate casino play and hotel stays, including Visual One and Multimedia Games programs.
• Ability to type at least 30 words per minute.
• Ability to speak and write multiple languages a plus.
• Ability to read and write short memorandums.
• Must have excellent interpersonal skills to effectively work VIP guests and fellow staff members.
• Ability to use basic computer software applications.
• Ability to speak effectively before groups of customers or team members.
• Ability to maintain effective working relationships with all levels of the organization
• Skill in effectively, communicating information through verbal and written correspondence to team members, managers, clients, customers, including writing reports and business correspondence
• Skill in solving practical problems and dealing with situations where limited standardization exists
Education
• High School Diploma or (GED) preferred.
Other Requirements
• Ability to obtain and maintain a WA State Gaming License.
• Ability to obtain and maintain a Tribal Gaming License.
• Ability to obtain and maintain a Class III Certification.
• Ability to maintain confidentiality for internal & external guest information.
• Ability to pass Title 31 testing.
• Valid Driver’s license.
• Must be willing to work nights, weekends, holidays, and flexible hours.
Physical Demands
The physical demands described are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to stand; walk, use hands to finger, handle, or feel. Reach with hands and arms. Talk or hear and taste or smell. The employee is frequently required to climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 40 pounds and occasionally lift and/or move up to 50 to 70 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.
Work Environment
The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee may be exposed to tobacco smoke, flashing lights, and loud noises as found in a casino setting. The employee is occasionally exposed to moving mechanical parts, repetitive motions, extreme cold or extreme heat. The noise level in the work environment is usually moderate.
Hiring Preference
The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order: 1) Kalispel Tribal Members; 2) Spouses of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants.
General Sign-off & Disclaimers
The employee is expected to adhere to all company policies.
At-Will Employment: Employment with the Kalispel Tribe of Indians is at-will and can be terminated with or without cause, and with or without notice, at any time, either at the option of the employee or the Kalispel Tribe of Indians.
Drug Testing: The Kalispel Tribe of Indians is a drug free workplace. All applicants are subject to drug testing at the time of hire and at unannounced times during employment.
Background Investigation: All candidates and employees may be subject to a background investigation.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.