Job Description

Essential Functions:

• Answers all internal and external inbound calls related to VIP guests via phone, radio, on screen chat or other electronic means.
• Makes outbound calls as required by Marketing’s or Resort’s initiatives to book players for special events.
• Creates, facilitates, processes, modifies or cancels reservations for hotel or multiple hotels, limousine, restaurants, aviation, hospitality services, and special casino events or concerts on or off property in accordance with training and departmental guidelines.
• Assists with printing, processing, collating, and distribution of concert tickets whether on or off property.
• Evaluates player ratings to determine access and availability of Marketing events and promotions whether event is on or off property.
• Provides on property goods and services not to exceed $200 (i.e., Hotel room stays, dining, gift shop, etc.)
• Books outside transportation and aviation services.
• Manages requests from outside property partners.
• Works closely with Player Development, Host, Hospitality Services and National Marketing to book reservations and requests for VIP players.
• Assist with off property functions such as sponsorships, local, regional and statewide events as determined by the Marketing department.
• Perform other duties as requested by management
• Performs other tasks as assigned.

Core Competencies:

• Demonstrates consistent regard and dedication to guests, vendors, colleagues and the Company by being engaged, interested and productive
• Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the Company’s success
• Demonstrates an understanding of the impact actions and decisions have on the Company both financially and on guest relations
• Demonstrates the courage and initiative to present new ideas and perspective to create positive results
• Exhibits respectful consideration of viewpoints, situations and others
• Puts the guest at the forefront of every decision

Essential Requirements:

• Must have working ability with Microsoft Word, Excel and Outlook
• Intermediate keyboard skills.
• Strong communication and administrative skills

Knowledge/Work Experience:

• Must be 21 years or older
• High School diploma or equivalent
• One (1) year experience in Contact Center, Marketing, Special Event, Hotel Operations, Box Office or related guest service field preferred
• Must have previous casino experience
• Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission