Marketing VIP Services Host

Island Resort & Casino•Harris, MI

1d•Onsite

About The Position

The Marketing VIP Services Host is responsible for maintaining a working knowledge of the day-to-day operations within the Island Club, ensuring superior customer service for all gaming patrons to provide an exceptional entertainment experience. This role involves developing relationships with high-level players and potential high-level players through various communication channels, maintaining player profiles, and collaborating with marketing management to develop and implement player incentives and events. The host will also be responsible for rating and tracking players for complimentary services, preparing direct mail offers, maintaining the player database, and conducting extensive reporting and analysis of player activity. Additionally, the role includes resolving customer complaints, promoting upcoming events, managing player accounts, fulfilling amenity requests, and maintaining hotel reservations for VIP guests. A significant portion of the role involves floor time to interact with players, administer services, and assist with promotions and customer service needs across departments. The position also involves handling golf-related inquiries and booking tee times and hotel reservations for stay-and-play packages.

Requirements

Working knowledge of day-to-day operations within the Island Club.
Ability to communicate closely with Island Club Supervisors, Coordinators, and Hosts.
Skill in providing superior customer service to gaming patrons.
Ability to develop personal relationships with high-level players.
Proficiency in maintaining player profiles.
Strong communication skills with marketing management.
Ability to assist in developing and implementing player incentives.
Experience in rating and tracking players for complimentary services.
Skill in preparing direct mail pieces and making offers.
Ability to maintain a database for higher-level players.
Proficiency in reporting and analyzing player activity.
Ability to complete on-demand reporting.
Skill in receiving and resolving customer complaints.
Knowledge of and ability to promote upcoming promotions and Casino events.
Ability to reprint lost cards.
Skill in editing player accounts with updated information.
Ability to adjust VIP Player accounts and explain benefits.
Proficiency in reporting duplicate accounts.
Skill in preparing and fulfilling amenity requests.
Ability to recognize VIP player milestones.
Proficiency in issuing point redemptions.
Ability to issue various comps within guidelines.
Skill in maintaining proper documentation for reporting.
Ability to maintain hotel reservations for VIP Players.
Proficiency in checking in VIP guests.
Ability to order flowers and send cards for significant life events.
Ability to maintain floor time within a shift.
Skill in administering services to VIP Players.
Ability to monitor the floor for high rollers and address customer needs.
Proficiency in working with other departments.
Ability to receive phone calls on golf information.
Skill in taking tee times for stay-and-play packages.
Ability to book hotel reservations and prepare necessary paperwork.
Proficiency in working closely with golf staff.

Responsibilities

Maintain working knowledge of day-to-day operations within the Island Club.
Communicate closely with Island Club Supervisors, Coordinators, and Hosts.
Assist with Island Club functions as requested by Island Club Supervisors or Coordinators.
Provide superior customer service to all gaming patrons to ensure a superior entertainment experience.
Develop personal relationships with high-level players and those with potential by floor contact, phone, letter, and/or e-mail.
Maintain profiles of higher-level players.
Maintain close communication with the Marketing Director, Players Service Manager, and Executive Host on player development needs.
Assist in the development and implementation of incentives for higher-level players.
Rate and track higher-level players for complimentary services.
Prepare direct mail pieces and make offers to high-end players to promote return visits.
Assist in maintaining the database for higher-level players.
Conduct extensive reporting and analyzing of high-level players to identify, pursue, and maintain day-to-day knowledge of player activity.
Complete on-demand reporting requested by senior and upper management.
Receive and resolve customer complaints from the Gaming Facility.
Maintain knowledge of and promote all upcoming promotions and Casino events.
Reprint lost cards requested by the player/customer.
Edit existing player accounts with up-to-date personal information and demographics.
Adjust existing VIP Player accounts to reflect the correct level achieved and explain benefits and requirements.
Report all duplicate accounts on merge sheets.
Prepare and fulfill all amenity requests for VIP Players as well as general customers.
Recognize VIP player birthdays and anniversaries with appropriate benefits.
Issue point redemption requested in VIP Services.
Issue drink coupons, ticket comps, meal comps, and hotel comps within guidelines.
Maintain proper documentation and necessary information for reporting of VIP Players amenities to marketing management.
Maintain hotel reservations for VIP Players.
Check-in VIP guests for hotel reservations in VIP Services.
Order flowers and/or send cards for VIP players or dedicated customers for significant life events.
Maintain a reasonable amount of floor time within a working shift.
Administer services to VIP Players to enable customers to continue to game.
Monitor the floor for possible high rollers and address special requests or questions from customers.
Work closely with other departments to assist in promotions, customer complaints, or other duties requiring customer service.
Receive phone calls on general golf information.
Take all tee times for stay-and-play packages for Sweetgrass, Greywalls, and Timberstone.
Book all hotel reservations and prepare necessary paperwork for stay-and-play packages.
Work closely with all golf staff to ensure a pleasant trip to Sweetgrass and/or Sage Run.