Job Description

Under general supervision, develop and coordinate methods to attract mid- to high-limit players and host such guests to ensure guest satisfaction and repeat visits. Develop and establish relationships with midrange gaming customers in order to encourage return visits, create customer loyalty and increase theoretical/earning potential value.

(The following statements are intended as general illustrations of the work in this job class and are not all inclusive for this position.)

1. Responsible for maintaining close ties with targeted guests through personal contact on property. This responsibility would generally consume about 75% of work time.
2. Arranges accommodations and amenities (i.e., shows, hotel, restaurant and transportation).
3. Handles and resolves player problems.
4. Responsible for maintaining goodwill with all guests.
5. Ensures guests are aware of events and supports execution through attendance and follow-up.
6. Provides complimentaries according to established guidelines and sound business practices.
7. Complies with state and local regulatory requirements.
8. Builds relationships with target players through CIS and SFMS systems.
9. Leverages property amenities/programs to targeted players.
10. Utilizes the casino computer systems for the purpose of tracking complimentary items to qualified guests based on comping guidelines.
11. Uses proactive discretionary comp’ing to encourage repeat patronage.
12. Collaborates with work-group and all support departments to ensure player satisfaction.
13. Works with team members to achieve common goals.
14. Responsible for itinerary fulfillment and making sure guest satisfaction is a priority.
15. Maintains high standards of courtesy, professionalism and discretion in all communications to, about, or with customers including their arrangements and finances.
16. Maintains confidentiality of all players accounts.
17. Maintains security and confidentiality of files record and lists.
18. Performs other duties as assigned by management.

• 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.
• Must have a systematic and process-oriented mindset to ensure seamless end-to-end customer experiences.
• Excellent interpersonal skills required.
• Must be able to obtain and maintain a Missouri Gaming License
• Must have excellent oral and written communication skills.
• Must be able to listen and respond to visual and aural cues.
• Ability to be physically mobile, and stand/walk for 8 to 12-hour shifts.
• Excellent guest service and communication skills.
• Must be able to work in areas containing dust, secondhand smoke, varying noise and temperature levels, lighting, vibrations, crowds and air quality.
• Must present a professional appearance and demeanor at all times.
• Regular and punctual attendance is required.

These skills and abilities are typically acquired through completion of a high school diploma or equivalent in addition to one to three years progressive casino, marketing or sales related experience, or an equivalent combination of training, education and experience which demonstrates the ability to perform the duties of the position.

ADDITIONAL REQUIREMENTS

These skills and abilities are typically acquired through at least 6 months experience directly related to the accountabilities specified or an equivalent combination of training, education and experience which demonstrates the ability to perform the duties of the position.