VIP Services Agent

Full House Resorts•Rising Sun, IN

2d•Onsite

About The Position

This role is responsible for building relationships with assigned players, telemarketing for events and surveys, and providing written communications for player development activities. The agent will verify guest access to exclusive areas like the Diamond Lounge, greet and attend to guests, and provide information on services. They will use the SYNKROS system for tasks such as issuing VIP cards, checking card status, issuing comps, and updating guest information. This position also acts as a liaison between Player Development and other departments to ensure high levels of customer service, communicates guest needs to Casino Hosts, ensures amenities and services meet standards, facilitates dinner arrangements, and addresses deficiencies promptly. Additionally, the agent will answer telephones according to department standards and provide service that reflects the company culture of Satisfaction, Togetherness, Appreciation, and Recognition (S.T.A.R.). A critical responsibility is to immediately report any Internal Control or State Regulation violations related to gaming activity to the on-site IGC Agent, Security, and Supervisor on Duty, in accordance with the company's Self-Reporting Policy. Other duties include performing miscellaneous tasks, assisting Casino Hosts with VIP guests, completing paperwork, data entry, maintaining daily logs, and supporting marketing promotions and events.

Requirements

Prior customer service and/or casino industry experience.
High school diploma or equivalent.
Ability to speak well and present information in a clear, concise manner.
Excellent customer service skills.
Basic computer skills.
Detail-oriented and organized.
Must be able to obtain an Indiana Gaming Commission Occupational License - Level 2.
Service quality characteristics including courtesy, promptness, professionalism, and confidentiality.
Effective communication skills.
Ability to effectively handle conflict.
Professional appearance and presentation.
Able to work a flexible schedule.

Responsibilities

Build relationships with players of $150.00 to $300 ADT that are assigned.
Responsible for telemarketing of guests for events, surveys and miscellaneous customer contact.
Provide written communications for various player development activities associated with assigned customers or prospective customers.
Verifies status of guests seeking access to Diamond Lounge or other access-controlled areas.
Greets and provides personal attention to guests, particularly those utilizing the Diamond Lounge.
Provides promotional materials and/or explanation of services available upon request.
Utilizes SYNKROS system for guest service to include making Rising Star VIP Club 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/Reservations, Rising Star VIP Club, Table Games, Food & Beverage) to provide highest levels of customer service.
Communicates and coordinates unusual needs/requests to Casino Hosts.
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.
Provide service to internal and external customers which reflects the company culture of Satisfaction, Togetherness, Appreciation and Recognition. (S.T.A.R.).
Responsible for immediately informing on-site IGC Agent on duty, Security and Supervisor on Duty of any Internal Control or State Regulation violations related to gaming activity of which you commit, witness or become aware; must report pursuant to company Self-Reporting Policy.
Perform 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.
Assist with marketing promotions and other marketing events and activities as assigned.