VIP Services Representative

6 months ago

North Bend, United States CEDCO: The Mill Casino Hotel & RV Park Full time
Let's Be Friends

At The Mill Casino, there's nothing better than being around your friends, and that's exactly the atmosphere we want to create here. We want team members to feel like they're welcomed with the unique experiences and growth we can offer. Come be part of the special atmosphere and hospitality of the hotel, or the welcoming, fun and friendly character of the restaurants and casino. Join our team in its dedication to be the leading destination for gaming and hospitality on the beautiful, southern Oregon coast

BASIC FUNCTION (the primary purpose of this position):

This position is responsible for the support and coordination of the Players Club and Marketing departments. Acts as administrative and guest services support to the Executive Hosts, Casino Hosts and Executive Marketing Manager. Is responsible for telemarketing and processing of VIP players hotel, event and other reservations.

PRINCIPAL ACTIVITIES & RESPONSIBILITIES:
  • Promote a clean, safe, healthy and friendly work environment for employees and guests; report and direct safety issues to Safety Committee.
  • Provide administrative support to the Executive Hosts, Casino Hosts and Mill Club Supervisor. This includes projects pertaining to The Mill and other entities as assigned.
  • Attend daily, weekly, and or monthly department meetings with Executive Marketing Manager or Players Club Supervisor.
  • Responsible for keeping marketing materials updated and distributed regarding promotions, events, and direct mail offers within the department and on the casino floor.
  • Monitor inbound calls to ensure quality service standards are met.
  • Duties will include; large volume of telemarketing, and in person guest contact on the gaming floor.
  • Cross-train in the Mill Club and as Promotion's personnel to assist when needed.
  • Ability to speak on a microphone in a public setting.
  • Draft responses to letters and e-mails received from guests or internal departments.
  • Represent The Mill professionally and positively on the telephone and in person.
  • Provide excellent guest service and hospitality to Mill Casino guests.
  • Work with internal departments to coordinate VIP arrivals and requests.
  • Work closely with the Executive Hosts, Casino Hosts, Players Club Supervisor and Executive Marketing Manager to ensure accuracy of guest/group reservations.
  • Employs sales techniques in order to upsell and close the reservation process.
  • Completes required paperwork as designated by the department including maintaining, logs, lists, players notes / memos and organizing Inventory items.
  • Use appropriate greetings, listen to and responds to guests needs appropriately.
  • Provides information to guests about the property, promotions, programs, events, and benefits.
  • Perform data entry, clerical, and filing duties.
  • Coordinate with Host team for planning and implementing special events and promotions.
  • Foster relationships with guests and promotes use of Mill Club Program and membership.
  • Assist players with information on services available and coordinates all necessary arrangements as required.
  • Makes individual hotel, show, golf, excursions and or restaurant reservations / arrangements.
  • Utilizes Player- rating software, and hotel systems to extract data for required information.
  • Utilizes player-rating system for comp worth determination. Uses system to determine gaming customers for room assignments or special event invitations based on department policy.
  • Maintains security and confidentiality of files, records, and lists.
  • Maintains high standards of courtesy, professionalism and discretion in communications to, or about customers, their arrangements and finances.
  • Adhere to regulatory, departmental and company policies in an ethical manner.
  • Anticipate and provide for guest needs in advance of request.
  • Responsible for adhering to departmental and company performance standards.
  • Stay informed about all property events, initiatives, products, and services focused on and/or relating to guests.
  • Assist in the training and development of Tribal Member employees following The Mill's Tribal Member Preference policies.
  • Other duties as assigned.
POSITION REQUIREMENTS (objective educational or technical training required; skills; and years of experience):
  • Must pass and remain in compliance with Coquille Gaming Commission background check and drug free work place policies
  • Must be able to type well, excellent phone voice, computer experience essential, including all Windows applications.
  • Preferred gaming and or minimum of 1 year customer service experience.
  • Knowledge of the Mill Club programs, and processes including comping criteria is a plus.
  • Understanding of Player Tracking CRM software.
  • Moderate experience level in the Office suite of products.
  • Must have 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.
  • Ability to sit or stand for long periods of time.
  • 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;
  • Able to work flexible hours, varying shifts, holidays and weekends.
  • 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.
  • Maintains 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.
  • Work in a loud, busy, smoking environment for multiple hours a day.

PHYSICAL DEMANDS/WORK ENVIRONMENT (the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential job functions):

Ability to work weekends, holidays and evening hours as business demands. While performing duties of this position, employee is required to stand for extended periods, frequently walk, and use 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. Ability to manage stress appropriately, make decisions under pressure, and manage anger, fear, hostility and violence of others appropriately. 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. The casino work environment may expose you to second hand smoke on a regular basis.

This description of duties, responsibilities and requirements is a summary, and is not intended to include all that may be assigned or required.

The Mill Casino •Hotel & RV Park is owned by the Coquille Indian Tribe. Team members at The Mill are eligible for a comprehensive health care benefit, generous time off policy, 401-K retirement with 4% company match and other benefits.

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