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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 details of the Player's Club program. This includes assessing whether guests meet the minimum criteria for complimentary services and products, providing comprehensive information about the Player's Club, and actively promoting the program to patrons on the casino floor.


Key Responsibilities

PRIMARY DUTIES:

(The following duties are representative of the work performed in this position and are not exhaustive.)

  • Foster an inviting atmosphere that encourages guests to choose Hard Rock Casino Rockford for their gaming entertainment; play a pivotal role in building and maintaining guest relationships while mentoring team members to deliver exceptional service.
  • Assist all patrons at customer service stations and VIP areas; welcome bus arrivals; conduct tours of the property; and support promotional activities.
  • Deliver outstanding service to mid and high-tier guests by providing insights regarding their complimentary limits, exclusive services, and available amenities, as well as any special events tailored for targeted players.
  • Authorize and distribute limited complimentary services to mid and high-tier players in accordance with established guidelines.
  • Manage comp documentation, including accommodations, dining, special events, and transportation for Casino/Executive Hosts, VIP Services, and casino staff.
  • Facilitate reservation responses for special events and necessary arrangements for mid to high-tier guests as requested.
  • Address challenging customer interactions and escalate disputes to the appropriate personnel.
  • Monitor and regulate access to VIP amenities by tracking member 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 management, and other administrative tasks with precision and efficiency.
  • Comply with all company and departmental policies, procedures, and practices. Report any irregularities to the appropriate authority.
  • Adhere to all relevant gaming regulations.

ADDITIONAL DUTIES

  • Participate in training sessions as required.

Qualifications

EDUCATION AND EXPERIENCE:

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

Typically, this knowledge and these skills are acquired through a high school diploma or equivalent. Experience is generally gained through two months of on-the-job training or related customer service experience. Proficiency in computer applications and strong oral and written communication skills in English are required. Excellent phone etiquette and guest relations skills are essential. Multilingual abilities are preferred.

ADDITIONAL REQUIREMENTS:

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

KNOWLEDGE OF:

  • Understanding of and experience in the regional gaming market.
  • Casino marketing functions, including database management, advertising, and branding.
  • Operational procedures, methods, and equipment, including computers and relevant software applications such as word processing, email, spreadsheets, and databases, with a strong working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint.
  • Applicable federal, state, and local laws, codes, and regulations.
  • Cash handling, marketing, and sales techniques.

ABILITY TO:

  • Utilize card punch machines and slot card systems to read and interpret guest information, update records, and identify duplicate accounts.
  • Deliver a service level that creates an environment that encourages guests to return, ensuring each guest has a positive and memorable entertainment experience.
  • Consistently exceed expectations in fulfilling job responsibilities to contribute to organizational goals.
  • Project an image of enthusiasm and professionalism while maintaining a polished appearance.
  • Communicate effectively and clearly, both verbally and in writing.
  • Operate various types of office equipment.
  • Establish and maintain effective working relationships with individuals encountered during work.
  • Be adaptable to varying shifts and schedules as needed.
  • This position involves spending time on the casino floor, subject to varying levels of crowd noise and activity depending on guest volume.