VIP Services Specialist

About the position

The position involves developing relationships with a strategic target audience, utilizing electronic mobile devices to respond to notifications, and actively engaging with guests to enhance their experience. Responsibilities include creating player cards, assisting with hospitality arrangements, maintaining knowledge of credit procedures, and resolving guest conflicts. The role requires a commitment to superior guest service and adherence to company policies and procedures.

Responsibilities

• Develops relationships and rapport with strategic target audience
• Utilizes electronic mobile devices to act upon notifications/alerts concerning target audience as indicated by management
• Actively captures new player names and preferences and proactively introduces the player to other team members
• Attends and aids in the coordination of assigned player events
• Creates player cards for uncarded guests by consistently roaming assigned zones for target audience
• Greets guests actively engaged in gaming and assists team members in player identification
• Provides guests with hospitality arrangements, including reservations, food, beverages, and other special requests
• Maintains knowledge of credit procedures and encourages the use of credit when appropriate
• Creates guest loyalty by engaging in service of guests when on property
• Assists in resolving guest opportunities and/or conflicts in a fair and equitable manner
• Enthusiastically supports, actively promotes, and demonstrates superior guest service (internal & external) in accordance with department and company standards and programs
• Establishes a direct line of communication with all service departments for the purpose of caring for high-value players
• Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc
• Makes decisions regarding comps based on a consideration of recorded play, earned points, comp availability and guest profitability
• Provides assistance to the Marketing department and supports Casino Hosts as needed
• Provides professional representation at internal and external meetings and events
• Adheres to all local policies, procedures, and operating guidelines
• Performs Sweetwater Rewards players club functions, such as enrolling guests into the players club, maintaining accurate player tracking information, and communicating available offers
• Maintains an in-depth knowledge of the Sweetwater Rewards players club program, casino promotions, events, and amenities; must have the ability to explain the program
• Follows up on service requests with appropriate departments on behalf of the guests and escalates to management as necessary
• Meets attendance guidelines of the job and adheres to regulatory, department, and company policies
• Performs other job related and compatible duties as assigned

Requirements

• High school diploma or equivalent required
• 1-3 years of experience: Sales, Hospitality, Guest Service, including but not limited to Player Development, Slots, Table Games or equivalent combination of education and experience
• Some sales experience preferred
• Able to promptly and accurately follow instructions given by leadership
• Ability to maintain composure and perform in a high-stress, fast-paced environment
• Must have the ability to operate computer/computer software programs, 10-key calculator, copy machines, computer printers/embossers, and other office equipment
• Ability to earn and maintain TiPS certification
• Must be able to acquire and maintain appropriate gaming license