VIP Services Agent

CAHUILLA•Anza, CA

1d•Onsite

About The Position

As a Casino VIP Agent, you will work closely with Casino Hosts to provide unconventional service in a dynamic atmosphere where guests will see and be seen. You're thoughtful, engaging personality will empower guests to create experiences worth repeating in our enchanting playground.

Requirements

Must have at least six months of call center, administrative, or similar experience
Must have strong attention to detail
Must be an analytical thinker with strong problem solving and organizational skills
Must be a team player who is also able to work well independently
Must have excellent customer service skills
Must be an excellent communicator with strong written, presentation, and interpersonal skills
Must be flexible to work varied shifts
Must have a high school diploma or equivalent
Must be at least 18 years of age

Nice To Haves

Working knowledge of Synkros - Patron Management System is preferred
Previous work experience within a Casino/VIP Services department is preferred

Responsibilities

Ability to evaluate play and hotel spend through Synkros software and render comping decisions
Provides support to Host Assistance & VIP Suites
Builds relationships with players of $150 to $300 ADT that are assigned
Responds to guest requests for reservations
Maintains a working knowledge of room availability, qualifying criteria, room rates, and room types
Provides guests with knowledge of package plans, special features, and information on all hotel outlets, hours of operation, and various local attractions
Ensures guest complimentaries are in accordance with the casino guidelines
Facilitates guest callbacks
Responds to guests' requests, complaints, or inquiries courteously and promptly
Maintains accurate departmental records and reports
Maintains guest confidentiality
Completes requests for all restaurant, show, golf, transportation, or any other request from Casino Marketing
Provides written communications for various player development activities associated with assigned customers or prospective customers
Provides promotional materials and/or explanation of services available, upon request
Utilizes Synkros for guest service to include making Club Elevate Cards, checking Card status at guests’ request, issuing comps, or updating guest account information as appropriate
Acts as liaison between Player Development and other areas (e.g. Hotel Front Desk, Marketing, Table Games, Food & Beverage) to provide the highest levels of customer service
Ensures amenities and services are available to guests according to standards
Facilitates dinner arrangements and reservations
Communicates deficiencies to appropriate persons/departments in a timely manner
Answers telephones according to department standards to ensure guest requests are handled promptly
Performs miscellaneous duties as assigned
In cooperation with Casino Hosts, provides service to VIP guests in a prompt, professional manner
Completes paperwork as assigned including data entry and daily logs
Assists with marketing promotions and other marketing events and activities as assigned