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VIP Customer Service Representative

2 months ago

Vicksburg, Mississippi, United States Bally's Dover Casino Resort Full time
Position Overview

The VIP Customer Service Representative plays a crucial role in delivering exceptional service to our esteemed guests. This position requires a dedicated individual who can manage interactions with guests and team members with professionalism and poise.

Key Responsibilities
  • Deliver Outstanding Service: Provide high-quality customer support to both colleagues and guests via phone and in-person.
  • Manage Guest Interactions: Handle challenging situations with grace, ensuring positive experiences for all guests.
  • Build Customer Relationships: Foster goodwill with guests through personalized service and attention to detail.
  • Reservation Management: Answer calls and facilitate bookings for events, dining, and accommodations for VIP guests.
  • Account Creation: Set up new player accounts as required to assist with reservations.
  • Log Maintenance: Keep accurate records of reservations and administrative files as directed by management.
  • Department Knowledge: Maintain a thorough understanding of casino operations and departmental hours.
  • Promotional Awareness: Stay informed about all marketing initiatives and promotions.
  • Data Accuracy: Ensure all information is correctly recorded in the Customer Management Platform (CMP).
  • Player Engagement: Establish ongoing communication with valued table and slot players.
  • Judgment in Comping: Exercise sound judgment regarding monetary considerations when providing player benefits.
  • Problem Resolution: Address customer issues within the limits of authority to ensure satisfaction.
  • Special Services: Arrange additional services for guests upon request, such as transportation and local information.
  • Event Planning Assistance: Support the organization of promotional events and assist in compiling guest lists.
  • Flexible Scheduling: Availability to work varied hours, including evenings and weekends, as necessary.
  • Confidentiality Maintenance: Uphold the confidentiality of company and player information at all times.
  • Multi-tasking Ability: Demonstrate the capability to manage multiple tasks efficiently.
  • Training Requirement: Complete all necessary training on-site to ensure readiness for the role.