Loyalty Marketing - VIP Services Representative

Kalispel Tribe•Airway Heights, WA

1d•Onsite

About The Position

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. 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.

Requirements

Two (2) years of service industry experience.
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 read and write short memorandums.
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.
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.
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.

Nice To Haves

Ability to speak and write multiple languages a plus.

Responsibilities

Managing needs of VIP/rated players through the VIP Services office.
Welcoming players in the casino and encouraging rated play as well as return visits.
Communicating 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.
Booking all room reservations generated by the Loyalty Marketing department.
Maintaining all concert ticket requests generated by the Loyalty Marketing department.
Acting 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.
Assisting Casino Hosts to evaluate rated play, review account balances, enroll promotions, and issue rewards for VIP/rated players.
Providing complimentary amenities to guests, based upon specific casino guidelines for levels of play.
Building and maintaining spreadsheets to track attendance for special events.
Attending player parties and functions to help identify and fulfill player needs.
Preparing weekly and monthly reports in compliance with departmental standards.
Generating end of year tax information for VIP/rated players.
Assisting with Camas Club card reprints and tier ascension program needs.
Ensuring that food and beverage items are available in the VIP Services office, where applicable.
Ensuring compliance with the Kalispel Tribe of Indians - State of Washington Gaming Compact, Internal Controls, NIGC Regulations, and Northern Quest Resort & Casino Policies and Procedures.
Assisting and enforcing policies and procedures to control and protect the assets of the Kalispel Tribe.
Assisting and advising other departments to ensure the success of VIP reservations and promotions.
Displaying positive and professional attitude and presentation when communicating with guests.
Acting 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.
Greeting guests in the VIP Services office and on casino floor, establishing rapport with them.
Promoting the success of the Camas Club, by explaining this marketing tool to guests, issuing membership cards and demonstrating the various methods of use.
Resolving miscellaneous guest complaints, contacting the appropriate department supervisor or manager when necessary.
Preparing correspondence, memos, forms reports and other miscellaneous paperwork, as needed.
Commemorating special events in the lives of our guests, by preparing and mailing birthday and anniversary cards, newsletters, and personal notes.
Determining and facilitating all requirements to ensure successful player development functions/activities, including but not limited to issuing complementary items or service.
Maintaining a clean, safe, hazard-free work environment with area of responsibility.
Being a panelist for the Internal Review Board Process.
Assisting with the distribution and execution of the casino continuity program.