VIP Service Representative

Little River Casino Resort•Eastlake, MI

3d•$18 - $28•Hybrid

About The Position

Provide exceptional guest service to hosted players to ensure maximum gaming profitability. Liaison with Casino Hosts to provide a personalized gaming experience to all coded and hosted players. Staff the Very Important Player (VIP) Lounge, call centers, and provide concierge services as appropriate to all hosted players. Assist and do what you and your department can to create a fun, exciting entertainment experience for our guests and engaging, inclusive, supportive work environment for our team members.

Requirements

High School diploma or GED
2 years' experience in casino marketing or related sales experience and 1 year player's club, casino gaming or other guest relations field
Basic computer skills with experience in word processing, databases, and spreadsheets
Basic organizational, written, and verbal communication
Basic professional, telephone etiquette
Guest service, interpersonal and teamwork skills necessary to maintain quality service delivery
Accurate and detail-oriented
Basic problem-solving skills
Maintain high confidentiality
Independently manage multiple tasks in a professional manner
Ability to work independently with minimal supervision
Ability to work cooperatively with all departments
Ability to manage extensive amounts of paperwork
Ability to operate most office equipment (computer, fax, copier, etc.)
Ability to manage extensive amounts of reports
At least 21 years of age
Passing a pre-employment drug test excluding marijuana
Passing a background investigation to secure a license from the Little River Band of Ottawa Indians Gaming Commission
Passing Resort background check to meet the employment eligibility requirements as they pertain to the position
Successfully completing a 90-day introductory period
Individual must not have been charged or released from employment or involved in anything which could be considered a liability to the Resort, e.g., harassment, theft, violence, or integrity issues.

Nice To Haves

Experience working with a Tribally run casino and/or resort preferred

Responsibilities

Acquires, maintains, and retains profitable gaming players.
Increases the number of premium players and maintains their gaming revenue.
Provides exceptional guest service to hosted and coded players to ensure maximum gaming profitability.
Liaison with host team members to provide a personalized gaming experience to all coded and hosted players.
Staffs VIP lounge and provide concierge services as appropriate to all hosted players.
Recruits and acquires new players on the casino floor.
Builds relationships with Slots and Table Games team members for expedition of staff referrals.
Identifies and greets in-house players in all areas and prepare for incoming hosted players.
Answers calls and other forms of player correspondence.
Expedites player requests for reservations, services, and comps.
Accompany guests at amenity functions and participates in casino events and promotions.
Retains hosted players across all premium player segments.
Makes retention calls and contacts to hosted players.
Collaborates with property teams to ensure VIP's have an exceptional guest experience.
Assists with coordination of premium player conflict and service recovery efforts and programs.
Executes sales and promotional marketing for assigned player lists.
Actively promotes enrollment and benefits of membership into Player's Club and VIP tier status.
Builds relationships and maintains high visibility with players in ways to enhance guest loyalty and develop the Resort's business.
Maintains player database, updating and tracking information regarding frequent players for marketing and business reasons.
Maintains a working knowledge of casino resort operations, promotions, special events, programs, and services.
Must satisfactorily complete all training assigned by the Resort.
Must adhere to the safety rules and regulations of the Little River Casino Resort and of the Marketing department.
Must be aware of and adhere to the emergency and evacuation procedures.
Must be aware of and adhere to the Resorts Health & Safety Program.
Other duties as assigned.