Casino Concierge

Wind Creek Casino & Hotel Wetumpka • Wetumpka, AL

394d

About The Position

The Casino Concierge at Wind Creek Casino & Hotel is responsible for enhancing guest loyalty through exceptional service and promoting the Wind Creek Rewards program. This role focuses on delivering service excellence to both internal and external guests, fostering a culture dedicated to world-class guest service. The position requires a proactive approach to guest interactions, ensuring that all service standards and company policies are met while creating a welcoming environment for all guests.

Requirements

• High School diploma or GED required, or currently enrolled in a GED program with completion within six months of start date.
• Must be twenty-one (21) years of age or older.
• Bachelor's Degree in a related field preferred.
• Six months working in a Casino environment preferred.
• Must successfully pass job interview, including a guest service audition and obtain the 'Gold Pass'.
• Working knowledge of Opera, CMP, or comparable programs preferred.
• Working knowledge of MS Word, Excel, and Outlook or comparable programs preferred.
• Two (2) years Casino Marketing or VIP Services experience preferred.
• Experience in a similar casino resort setting preferred.
• Professional appearance is mandatory at all times.
• Excellent communication skills, both verbal and written, with high energy.
• Ability to observe and recall details, effective decision-making, social and organizational skills.
• Ability to handle guest service issues professionally to ensure future visits.
• Willingness to work odd or irregular hours including nights, weekends, and holidays.
• Willingness to travel for training as required.
• Must have a Tribal Gaming License or the ability to obtain and maintain one.
• Willingness and ability to work in a smoke/secondary smoke environment.

Nice To Haves

• Experience in a similar casino resort setting.
• Working knowledge of Opera, CMP, or comparable programs.
• Working knowledge of MS Word, Excel, and Outlook or comparable programs.

Responsibilities

• Greet guests on phone and in person, establishing rapport and providing excellent service.
• Answer questions, resolve disputes, and fulfill guest requests to encourage VIP growth.
• Issue complimentaries based on specific casino guidelines and requests from the Casino Marketing team and Management.
• Coordinate special requests and reservations for VIP guests with the Casino Marketing team and other departments.
• Utilize software applications effectively to enhance service delivery.
• Assist in executing VIP promotions and special events, as well as floor promotions as needed.
• Explain the advantages of rated play and promote the Wind Creek Rewards program.
• Know player preferences and provide personalized service, anticipating VIP guest needs.
• Identify new VIPs for the Casino Marketing team to help build relationships.
• Participate as a team member by providing input and suggestions, and being involved in projects and committees.
• Proactively address incidents and issues, ensuring resolution with team members and guests.
• Maintain high standards of courtesy, hospitality, friendliness, and professionalism.
• Stay informed about all property and brand events, initiatives, and services.
• Adhere to regulatory, departmental, and company policies in an ethical manner.

Benefits

• Blue Cross Blue Shield medical plan
• Dental plan
• VSP vision plan
• 401(k) savings plan
• Life and disability insurance
• Paid time off
• Employee dining rooms
• Career training and planning
• Quarterly incentive bonuses
• Employee fitness centers with on-staff trainers

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED