VIP Agent II

Job Summary:

The primary responsibility of the VIP Agent II is to generate outbound calls to qualified potential casino guests as directed by the Player Development management team. All duties are to be performed in accordance with departmental and company, policies, practices, and procedures, as well as within the framework of MCRSs strategic plan.

• Generates a minimum of 70 calls per day to qualified potential casino guests.
• Converts a minimum of 5% of all guests called to a future verified reservation and or trip.
• Emphasis on marketing to inactive and new players as well as filling under-performing special events.
• Supports Player Development to ensure these guests are appropriately accommodated (i.e. accurate room reservations, transportation, etc.)
• Evaluates guests casino activity to determine complimentary amenities based on our comp matrix.

To perform this job successfully, an individual must have the ability to meet the performance criteria and goals outlined by our Player Development Manager and Player Development Director. The requirements listed below are representative of the knowledge, skill and ability required. Must have excellent written and verbal communication skills, as well as computer skills. Sales and Telemarketing skills are preferred. Ability to learn how to use our Host Viz CRM system. Ability to maintain strict confidentiality of classified information. Ability to tactfully and diplomatically interact with the public and staff. Must possess excellent business sense and high professional ethics. Must possess a high regard for guest service. Must possess strong organizational skills, be detailed oriented and have the ability to multi-task while paying close attention to details.

EDUCATION and/or EXPERIENCE:

High School Diploma or GED required. Minimum 1 year experience in Casino Marketing preferred. Minimum of 6 months of outside sales and/or telemarketing experience preferred. Player Development experience preferred, but not required. Must be proficient in Microsoft Office and other Windows based software.

LICENSE OR CERTIFICATES:

Must undergo and successfully pass a background investigation to obtain and maintain a gaming license issued by the Morongo Gaming Agency.

LANGUAGE SKILLS:

Must be able to read, write & speak English. Ability to communicate in Chinese, Vietnamese, Korean or Spanish preferred. Candidates with bilingual capabilities will get preference. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Must have the ability to write routine reports and correspondence, and to speak effectively with guests and team members.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Understanding of reinvestment percentages preferred.

REASONING ABILITY:

Must have the ability to independently problem-solve challenging situations. Must have the ability to carry out instructions furnished in written, oral or diagram form and have the judgment to decide which procedures apply to a variety of situations. Must reason with people effectively yet cordially.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to sit and often will stand or walk. The employee frequently is required to reach with arms and use hands to manipulate or feel. The employee might occasionally lift and/or move up to 25 pounds. This position requires the ability to hear and speak on the telephone and vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT:

The duties of this position are typically performed either on the casino floor or in an office environment. The casino environment has moderate to loud noise levels and is a smoking environment.

WORKING HOURS:

Because we are open 24 hours a day, 365 days a year, most positions require flexibility in scheduling and may require team members be available for evenings, weekends, holidays and special events. A typical workweek and normal work schedules may vary based on business needs and may include scheduled shifts Monday through Sunday. Position may require overtime.

INDIAN PREFERENCE:

We are an Equal Opportunity Employer while practicing Native American preference according to law.