VIP Services Agent

Full House Resorts, Inc•Rising Sun, IN

4h•Onsite

About The Position

The VIP Services Agent is responsible for building relationships with assigned players, telemarketing for events and customer contact, and providing written communications for player development activities. This role involves verifying guest access to exclusive areas like the Diamond Lounge, greeting and attending to guests, and explaining available services. The agent will use the SYNKROS system for various guest service functions, including card creation, comp issuance, and updating guest information. They will also act as a liaison between Player Development and other departments such as Hotel, Table Games, and Food & Beverage to ensure the highest level of customer service. Additionally, the agent will communicate unusual guest needs to Casino Hosts, ensure amenities are available, facilitate dinner arrangements, report deficiencies, and answer telephones promptly. A key responsibility is to immediately report any Internal Control or State Regulation violations to the appropriate personnel according to company policy. Miscellaneous duties include assisting with marketing promotions and events, completing paperwork, and providing prompt, professional service to VIP guests in cooperation with Casino Hosts.

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.