VIP Guest Relations Specialist

1 week ago


Terre Haute, Indiana, United States CDITH LLC Full time
Job Overview

SUMMARY
As a vital member of our team, you will cultivate and sustain relationships with both existing and prospective VIP clientele through personalized interactions aimed at boosting gaming revenues. Your role will involve nurturing newly assigned players to foster loyalty and enhance our customer database.

KEY RESPONSIBILITIES
The following duties are essential for this position, though not exhaustive:

  • Build and maintain rapport with esteemed guests, welcoming them in the casino and engaging in social gatherings and exclusive promotions.
  • Expand the Players' Club membership by signing up high-value new players.
  • Assess player ratings to monitor attendance, coordinate accommodations, and provide complimentary services in line with established protocols.
  • Utilize sound judgment to address guest complaints promptly, escalating issues to management when necessary.
  • Inform guests about upcoming special events, including concerts and promotions.
  • Assist guests in planning trips and bookings.
  • Congratulate jackpot winners based on predefined criteria.
  • Support promotional activities and special events, providing guests with accurate information.
  • Complete all required documentation as requested.
  • Facilitate high-value guests' needs, including transportation, lodging, dining, and entertainment arrangements.
  • Collaborate with fellow Casino Hosts and the Executive Casino Host to assist their hosted players.
  • Meet established revenue targets and profitability goals set by management.
  • Engage in marketing efforts directed at both active and inactive customers to enhance brand loyalty.
  • Stay informed about all gaming machines, table games, player tracking systems, promotions, and general property details.
  • Ensure compliance with all gaming regulations and maintain confidentiality of company records.
  • Issue complimentary services as per the approved comp matrix.

QUALIFICATIONS
To excel in this role, candidates must demonstrate the following:

  • EDUCATION/EXPERIENCE: A high school diploma or equivalent is required; a college degree is preferred. Significant prior experience in customer service is essential.
  • LANGUAGE SKILLS: Ability to read and understand simple instructions and correspondence. Proficient in writing basic correspondence and effectively presenting information to guests and colleagues.
  • MATH SKILLS: Competence in basic arithmetic operations using whole numbers and decimals.
  • REASONING ABILITY: Ability to apply common sense to follow instructions and solve problems in non-standard situations.
  • COMPUTER SKILLS: Proficient in using a keyboard for customer tracking systems and basic knowledge of Microsoft Office applications.
  • CERTIFICATIONS: Must obtain and maintain appropriate licensing as required.

WORK ENVIRONMENT
This position is characterized by a loud environment, with potential exposure to smoke. Flexibility to work in various weather conditions may be required.

PHYSICAL DEMANDS
Candidates must be able to sit, stand, and walk for extended periods, frequently move throughout the casino, and possess dexterity for using computers and office equipment. The ability to lift up to 25 lbs is also necessary.



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