HOURS: FULL POSITION(S); HOURS ARE AS SCHEDULED, MUST BE AVAILABLE TO WORK ALL SHIFTS, WEEKENDS AND HOLIDAYS
WAGE: $BASED ON EXPERIENCE
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- VIP Services Host must maintain working knowledge of the day to day operation within the Island Club, Communicate closely with Island Club Supervisors, Coordinators and Hosts.
- Assist with Island Club functions as requested by Island Club Supervisors or Coordinators.
- Provide superior customer service to all gaming patrons to ensure a superior entertainment experience.
- Develop a personal relationship with high level players and those that have potential of becoming a high level player by floor contact, keeping in touch by phone, letter and/or e-mail.
- Maintain profiles of higher-level players to ensure all members of VIP Services staff know the players and how to serve them.
- Maintain close communication with the Marketing Director, Players Service Manager, and Executive Host on the development needs of higher-level players.
- Assist in development and implementation of incentives for higher-level players such as special services, outings and events.
- Rate and track higher-level players for complimentary services. Prepare direct mail pieces and make offers to high end players to promote return visits.
- Assist in maintaining database for higher-level players.
- Extensive reporting and analyzing of high-level players to identify pursue and have day-to-day knowledge of player activity.
- Complete on demand reporting requested by senior and upper management.
- Receive and resolve customer complaints from the Gaming Facility.
- Maintain knowledge of and promote all upcoming promotions and Casino events.
- Reprint lost cards requested by the player/customer.
- Edit existing player accounts with up-to-date personal information and demographics.
- Adjust existing VIP Player accounts to reflect the correct level achieved and explain in detail level benefits and what is expected of the player to maintain levels or move up as well as the results of not maintaining current levels.
- Report all duplicate accounts on merge sheets.
- Prepare and fulfill all amenity requests for VIP Players as well as general customers.
- Recognize VIP player birthday and anniversaries with the appropriate benefits entitled to the player utilizing Custom Point for cards.
- Issue point redemption requested in VIP Services.
- Issue drink coupons, ticket comps, meal comp and hotel comps within guidelines, to VIP gaming patrons as well as general customer as requested by gaming floor managers.
- Maintain proper documentation and necessary information for proper reporting of VIP Players amenities to marketing management.
- Maintain hotel reservations for VIP Players.
- Check-In VIP guests for hotel reservation in VIP Services.
- Order flowers and/or send card for VIP players or dedicated customers pertaining to death in the family, illness, etc.
- Maintain a reasonable amount of floor time within a working shift. Administer services to VIP Players to enable customers to continue to game. The floor is monitored for possible high rollers as well as any special requests or questions that customers may approach a host with while gaming on the floor.
- Work closely with other departments to assist in promotions, customer complaints or other duties requested by the department that entails delivery of customer service.
- Receive phone calls on general golf information. Take all tee time for stay and play packages for Sweetgrass, Sage Run, Greywalls, and Timberstone. Book all hotel reservations and prepare necessary paperwork for stay and play packages for the customer.
- Work closely with all golf staff to ensure a pleasant trip to Sweetgrass and Sage Run.
DESIRED QUALIFICATIONS:
Education: High School Diploma or GED.
Experience: Minimum 2 years current and consecutive Island Club experience and/or 3 years consecutive proven customer service experience.
Knowledge: Computer knowledge required with an emphasis on Excel.
Skills and Abilities: Must have the ability to handle a stressful, fast paced environment. Must be able to resolve situations as they present themselves, and be able to think quickly to resolve them with good judgment. Must be able to prioritize and handle several tasks at one time with constant interruptions and deadlines. Must have excellent interpersonal communications skills. Must have the ability to lead by example with superior customer service. Must be able to quickly master new or job specific programs. Must be available to work any day/any shift, holidays and weekends.
TOOLS AND EQUIPMENT USED:
Must be efficient with general office equipment such as; computer, printers, copy machine, fax machine, postage machine, keno counter, lnfogenesis cash register, card embosser, two-way radios and telephone/paging system.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Stand/walk for 90% of shift. Sit for 10% of shift.
- Lift and carry 5-20 pounds frequently during shift. Lift and carry 30 pounds occasionally during shift.
- Must be able and willing to walk as a fast pace throughout the casino during shift.
- Must be able to frequently bend, squat, kneel, twist, and rotate as needed during an 8-hour shift.
- Depending on daily activities, all requirements during a shift may be higher or lower than what is listed.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Environment on the Gaming Floor can be highly stressful and fast paced. The noise level can be extremely high with excessive exposure to cigarette smoke.
SELECTION GUIDELINES:
Completed employment application and/or In-house Transfer Form and resume, if desired, rating of education and experience; oral interview, reference check, FBI background investigation; job related tests may be required. All employment offers are contingent upon successful completion of a post offer drug test. Employment selection will be made in accordance with the Hannahville Indian Community’s Tribal Employment Rights Ordinance (TERO) Title IV Chapter 3.
