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VIP Customer Relations Specialist

2 months ago

Cleveland, Ohio, United States JACK Thistledown Racino LLC Full time
Job Overview

VIP Customer Relations Specialist:

The successful candidate will demonstrate exceptional customer service abilities, a dedication to client satisfaction, and a proactive approach to service recovery when necessary. Members of the VIP Hospitality team will utilize a comprehensive suite of tools, including real-time customer insights and alert systems, to address guest concerns effectively. This role requires a collaborative spirit to uphold JACK's commitment to outstanding service while being accountable for every service opportunity that arises.

Key Responsibilities

  • Welcome guests at the Racino and engage in social events and promotional activities.
  • Exercise sound judgment and make decisions in line with established guidelines for comp and expenses.
  • Manage challenging guests and situations with composure and professionalism.
  • Foster strong relationships with customers to build loyalty.
  • Anticipate and fulfill guest needs, including transportation and accommodation arrangements.
  • Coordinate seamlessly with the Account Development team, New Business Team, and various departments (e.g., Credit, Gaming, Hotel, Food & Beverage, Transportation) to ensure successful pre-trip itineraries.
  • Proactively identify and rectify service shortcomings, taking immediate action to address gaps and enhance player loyalty through comp authority or exceptions.
  • Adhere to all relevant rules, regulations, laws, and policies, maintaining the highest standards of integrity and honesty.
  • Identify opportunities to enhance efficiency and improve services or products.
  • Communicate clearly about programs and services to relevant stakeholders, seeking their support and keeping them updated on changes.
  • Monitor existing products/services and track progress on new initiatives.
  • Stay informed about developments on property and in the market.
  • Identify new customer opportunities based on criteria set by property leadership.
  • Remain current with trends in the local market and industry.
  • Comply with company expectations, including the Code of Commitment, policies, procedures, departmental goals, and business strategies.
  • Provide consistent, courteous, timely, and accurate information and service to all guests, taking the initiative to find answers when necessary.

Benefits of Being a Team Member at JACK:

  • Comprehensive Medical, Prescription Drug, Dental, and Vision Coverage
  • Life and Disability Insurance
  • Complimentary Parking
  • Generous Paid Time Off Plan
  • Discounted Meals for Team Members
  • Education Assistance up to $3,600 annually
  • 401(k) Savings Plan with Matching Contributions
  • Strict Enforcement of Health and Safety Protocols

Required Skills and Qualifications

  • Ability to independently make decisions that enhance customer service experiences and program profitability.
  • Effective time management skills and the ability to handle multiple tasks simultaneously.
  • Proficiency with customer Point-of-Service systems.
  • Strong interpersonal, communication, problem-solving, and analytical skills.
  • A systematic and process-oriented mindset to ensure seamless customer experiences.
  • Attention to detail regarding trip logistics and customer interactions.
  • Exceptional customer service skills.
  • Professional appearance and grooming.
  • Ability to listen and respond to visual and auditory cues; multilingual abilities are preferred.

Education and Experience Requirements

  • Three to five years of experience in casino/hotel, customer service, hosting, or account management (luxury service experience preferred).

Licensing Requirements

  • Must be eligible to obtain an Ohio Lottery Commission gaming license.