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Guest Relations Representative

2 months ago

Rockford, Illinois, United States Hard Rock Casino Rockford Full time
Job Overview

The individual in this role is tasked with effectively conveying the Player's Club initiative; assessing whether the minimum criteria for complimentary services and/or products have been satisfied, informing guests about all facets of the Player's Club, and advocating for the Player's Club program to patrons on the gaming floor.


Key Responsibilities

PRIMARY DUTIES:

(These duties serve as a general illustration of the work performed in this job classification and are not exhaustive for this position)

  • Foster an environment that encourages guests to choose Hard Rock Casino Rockford for their gaming entertainment; responsible for actively cultivating and maintaining guest relationships while mentoring team members to deliver exceptional guest service.
  • Assist all patrons at the customer service stations and VIP areas; welcome bus arrivals; conduct property tours; and support promotional activities.
  • Deliver outstanding guest service to mid and high-tier guests by providing information regarding their complimentary limits, special services, and available amenities, as well as any targeted player events.
  • Authorize and distribute limited complimentary services to mid and high-tier rated players based on established criteria.
  • Manage comp documentation, including accommodations, food and beverage, special events, and transportation for Casino/Executive Host, VIP Services, and casino staff.
  • Coordinate reservation responses for special events and necessary arrangements for mid to high-tier guests as requested.
  • Address challenging customer interactions and direct other customer disputes to the appropriate authority.
  • Regulate and monitor access to VIP amenities by tracking each member's visits.
  • Stay informed about and execute all player recognition initiatives (e.g., member cards, cashback programs, comping, etc.).
  • Consistently exhibit a positive demeanor and uphold high service standards.
  • Respond to inquiries from customers and colleagues promptly and courteously.
  • Perform data entry, documentation, inventory, and other administrative tasks as assigned with precision, thoroughness, and efficiency.
  • Comply with all Company and departmental policies, procedures, and practices. Report any irregularities to the appropriate party.
  • Adhere to all relevant gaming regulations.

ADDITIONAL DUTIES

  • Participate in training sessions as required.

Qualifications

EDUCATION AND EXPERIENCE:

(Related education and experience may be interchangeable on a year-for-year basis)

This knowledge and these skills are typically acquired through a high school diploma or equivalent. These abilities are generally obtained through two months of on-the-job training or related customer service experience. Proficiency in computer use with strong oral and written communication skills in English is required. Excellent phone etiquette and guest relations skills are also essential. Multi-lingual capabilities are preferred.

ADDITIONAL REQUIREMENTS:

  • Must obtain and maintain all necessary licenses/certifications as per Federal, State, and gaming commission regulations.
  • Must successfully pass a background check.
  • Must successfully pass a drug screening.
  • Prior experience in the gaming industry is strongly preferred.
  • Must be at least twenty-one (21) years of age.
  • Must be available to work holidays and weekends, as well as flexible shifts.

KNOWLEDGE OF:

  • Understanding of and experience in the regional gaming market.
  • Casino marketing functions including, but not limited to, database management, advertising, and branding.
  • Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases, with excellent working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint.
  • Relevant federal, state, and local laws, codes, and regulations.
  • Cash handling, marketing, and sales techniques.

SKILLS AND ABILITIES:

  • Ability to utilize card punch machines and slot card computer systems to read and comprehend guest information, update guest records, and identify duplicate accounts.
  • Deliver a service level that creates an atmosphere encouraging guests to return, providing each guest with a positive, memorable entertainment experience.
  • Consistently exceed expectations in fulfilling position responsibilities to contribute to organizational goals.
  • Present an image of enthusiasm, excitement, and an outgoing personality while maintaining a professional appearance.
  • Communicate clearly and concisely, both orally and in writing.
  • Operate various types of office equipment.
  • Establish and maintain effective working relationships with those encountered in the course of work.
  • Be adaptable to varying shifts and schedules as needed.
  • This position involves spending time on the casino floor and is subject to varying levels of crowds and noise, depending on guest volume.