VIP Services Representative

Ko-Kwel Casino Resort Coos Bay•North Bend, OR

11h•Onsite

About The Position

The VIP Services Representative plays a key role in creating memorable, personalized experiences for our valued players. Serving as a friendly connector between Guests, Hosts, Marketing, and the Players Club, this role supports the heartbeat of the casino floor-anticipating needs, coordinating VIP arrangements, and ensuring every interaction feels seamless, welcoming, and worthy of our most loyal guests. From the first call to the final farewell, this position helps turn great service into lasting relationships.

Requirements

Must be 21 years of age or older.
HS Diploma or GED.
Must be able to type well, excellent phone voice, computer experience essential, including all Windows applications.
Excellent writing and proof-reading skills.
Good administrative organization skills required.
Ability to work with large volumes of detail deadlines and pressure situations.
Ability to work without supervision and to organize and track multiple projects and large amounts of detail is necessary.
Candidate should be multi-task oriented, have strong time management skills, organizational skills, and excellent customer service skills.
Must be able to maintain strict confidentiality relative to financial data, casino procedures, company, promotions, policies, and guest information.
Able to read, write, speak and understand English.
Must be able to work in a fast-paced environment while maintaining a low level of stress.
Ability to memorize and recall data concerning various events, promotions, and services.
Maintain a high level of quality and accuracy in their performance.
Communicate in a professional and poised manner, using crisp, clear and concise language.
Possess the ability to convey denials or confront an issue without causing guest to become defensive or alienated.
Ability to walk the gaming floor and interact with players to resolve questions or needs.
Comfortable communicating clearly and positively with both guests and teammates.

Nice To Haves

Friendly and approachable attitude that helps guests (and the team) feel welcome and cared for every day.
Preferred gaming and or minimum of one (1) year customer service experience.
Knowledge of the Ko-Kwel Rewards Club programs, and processes including comping criteria is a plus.
Understanding of Player Tracking CRM software.
You'll stand for extended periods, and frequently walk, and use your hands to finger, handle or feel objects, tools or controls. Occasionally sit.
Must be able to lift 20 pounds with occasional lifting of more than 35 pounds, assisted.
The position requires the ability to process information using computer methods and technology, at times for more than 50% of the work time.
Must be able to move chairs, tables and event props as necessary.
It is important to stay calm and make good decisions under pressure, especially when dealing with stressful situations or upset people.
The casino environment may expose you to secondhand smoke.

Responsibilities

Make sure the space stays safe, clean, and friendly for both guests and the rest of the team; speak up and report any safety concerns to the Safety Committee.
Provides administrative and guest service support to Executive Hosts, Casino Hosts, the Ko-Kwel Rewards Club Supervisor, and the Executive Marketing Manager, assisting with projects across Ko-Kwel Casino Resort as assigned.
Supports daily operations through participation in department meetings and collaboration with Marketing and Players Club leadership.
Serves as a primary point of contact for VIP guests through high-volume telemarketing, inbound calls, and in-person engagement on the casino floor, consistently delivering warm, professional service.
Coordinates and processes VIP reservations including hotel accommodations, events, shows, dining, golf, excursions, and other guest arrangements.
Works closely with the Host team and internal departments to coordinate VIP arrivals, special requests, and personalized experiences.
Uses sales and service techniques to upsell offerings and confidently close reservations while enhancing the guest experience.
Promotes the Ko-Kwel Rewards Program, fostering strong guest relationships and encouraging continued engagement and loyalty.
Keeps marketing materials current and ensures accurate distribution of promotions, events, and direct mail offers throughout the property.
Drafts and responds to guest and internal correspondence with professionalism, discretion, and attention to detail.
Cross-trains in the Ko-Kwel Rewards Club and Promotions to provide coverage and support as needed.
Utilizes player-rating software, hotel systems, and departmental tools to manage guest data, determine comp eligibility, and support event invitations and room assignments in accordance with policy.
Maintains accurate records, logs, player notes, inventories, and required departmental documentation.
Provides clear, engaging public announcements when required and is comfortable speaking on a microphone in a public setting.
Anticipates guest needs, offering proactive service and personalized solutions whenever possible.
Maintains confidentiality and security of all guest information, records, and financial details.
Represents Ko-Kwel Casino Resort positively and professionally at all times, both in person and over the phone.
Stays knowledgeable about property events, promotions, programs, and services to better assist and inform guests.
Adheres to all regulatory, departmental, and company policies while upholding the highest standards of ethics, courtesy, and hospitality.
Consistently meets departmental performance standards and embraces a service-driven, team-oriented approach.
Jump in where needed to support the team and keep things running smoothly. (Other duties as assigned)