Specialist - Vip

Hard Rock Sacramento at Fire Mountain•Wheatland, CA

2d•Onsite

About The Position

Under the direction of the Player Development Manager, incumbent ensures the development of excellent relationships with Hard Rock Hotel & Casino Sacramento at Fire Mountain guests while providing a flawless phone experience.

Requirements

High school diploma or equivalent.
1-3 years of working within a customer service industry is required.
Computer literacy with excellent oral and written English communication skills required.
Excellent phone etiquette and guest relations skills are also required.
Must obtain and maintain valid licenses / certifications per Federal, State, and Gaming regulations.
Must successfully pass background check.
Must successfully pass drug screening.
Must be at least twenty-one (21) years of age.
Knowledge or experience in the particular equipment to which assigned is required.
Fluent and literate in English.
Ability to maintain a pleasant, outgoing, and professional tone and demeanor.
Ability to deal with constant phone interaction.
Must perform all duties with a sense of urgency.
Must possess excellent listening skills.
Ability to work a flexible schedule including some weekends.
Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
Routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
Communicate clearly and concisely, both orally and in writing.
Must have the manual dexterity to operate all functions of job descriptions.
Be flexible to work varying shifts and time schedules as needed.
Auditory and visual range must include immediate area.

Nice To Haves

1 year inside sales experience is preferred.
Prior experience in the Gaming industry preferred.

Responsibilities

Answers all incoming phone calls, with a pleasant and courteous demeanor and routes calls to proper personnel.
Telemarketing new and existing business through the use of casino promotions, special events and direct marketing offers.
Responsible for meeting daily call quotas.
Provide telemarketing support to the Player Development Team as assigned.
Responsible for gathering relative information for future telemarketing efforts from guests.
Utilize player rating system for comp worth determination.
Assist with special events and Player Development events as needed.
Book individual hotel, restaurant and special event reservations/arrangements for VIP players.
Performs and adheres to company’s service philosophy and behaviors daily.
Learns and adheres to company’s safety guidelines.
Attends company’s training classes as directed to learn and/or improve existing skills.
Maintain security and confidentiality of files, records and lists.
Perform work regularly and predictably.
Responsible for cleaning and sanitizing work and public spaces.
Other duties as assigned.