VIP Services Representative

VIP Services Representative

JOB SUMMARY: Responsible for coordinating functions of the Player Development Department and providing superior service. Responsibilities include monitoring and controlling VIP Services and the Farmer’s Pick private VIP dining room. Maintain an upbeat and positive attitude, creating positive energy and sustaining enthusiasm from one interaction to the next. Create an atmosphere of good luck and fun. Is informed of daily information and builds relationships with Platinum, Millionaire and other qualified players. Checks for satisfaction and effectively resolves service breakdowns when necessary. Promote Fan Club programs and card membership. Effectively communicates with premium slot players in person, via phone and through written correspondence.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide superior customer service to co-workers and guests. Ensure that all operating principles are adhered to as follow: Clean – Keep all areas clean and clutter free
• Safe – Follow all safety policies and procedures
• Friendly –Provide superior guest service
• Fun – Have fun! Be interactive with internal and external guests, while maintaining professional standards
• Interact with guests and employees to positively affect interactions. Demonstrate resiliency in dealing with all guests in all types of business conditions. Work effectively and courteously with team members.
• Update and maintain guest information, profiles and personal preference information within the casino database.
• Maintain constant awareness of all promotions, events and Fan Club membership benefits.
• Issue and redeem complimentaries to qualified guests based on the policies, procedures and standards for the department/property.
• Assist Executive Casino Hosts, Casino Hosts and other casino personnel in the arrangement of reservations, special services and events for qualified players.
• Establish and maintain professional and positive guest contact when handling guest issues; empowered to ensure customer problems/complaints are resolved in a prompt, courteous and efficient manner, directing disputes to Host Team, Player Development Manager or other Manager as required.
• Assist in the development and implementation of casino promotions and special events.
• Access player accounts to redeem points, identify comp levels, reprint cards, redeem promotional coupons, etc.,
• Review player ratings and make sound and professional complying decisions, with an elevated level of comp authority, within departmental guidelines.
• Create new Fan Club accounts as necessary.
• Greet and manage Platinum, Millionaire and other qualified players’ dining experience in Farmers’ Pick Buffet private dining room; assist F & B staff members as necessary
• Addresses customer inquiries in accordance with company policies and procedures.
• Performs general office duties, including use of computer hardware and software, as well as the maintenance and organization of supplies and equipment in areas of responsibility.
• Prepares departmental paperwork as required.
• Telemarketing of events, promotions, activities, etc., as assigned.

18. Ability to use all equipment/applications associated with the position, including but not limited to, computer, telephone, calculator, comp printer, CMS, Microsoft Office (Word, Excel, Power Point)

19. Other duties as assigned.

QUALIFICATION REQUIREMENTS:

Education and/or Experience: High School diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to read and comprehend instructions, memos and reports.

Mathematical Skills: Ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of American money.

Reasoning Ability: Ability to apply commonsense understanding to carry out instructions furnished in written or oral form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, AND REGISTRATIONS: Mississippi State Gaming License

Job Type: Full-time

Pay: From $11.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Night shift
• Weekend availability

Application Question(s):

• A Mississippi Gaming Badge ($125) is required for this position and will need to be paid upon hiring; can you pay that fee?

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location