VIP Services Specialist

Job Description

Job Description

At Jamul Casino, we are committed to providing a genuinely fun experience for our valued guests, and our VIP Services team is the focal point of exemplifying our service commitment. The VIP Service Specialist will provide personalized service, assist with events, and represent our value proposition/ advantage in the market space. The right candidate will have a friendly personality, caring attitude, attention to details, strong passion to deliver exceptional service, and is extremely comfortable approaching guests and initiating interactions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Develops relationships and rapport with strategic target audience

• Utilizes electronic mobile devices to act upon notifications/alerts concerning target audience as indicated by management

• Actively captures new player names and preferences and proactively introduces the player to other team members

• Attends and aids in the coordination of assigned player events

• Creates player cards for uncarded guests by consistently roaming assigned zones for target audience

• Greets guests actively engaged in gaming and assists team members in player identification

• Provides guests with hospitality arrangements, including reservations, food, beverages, and other special requests

• Maintains knowledge of credit procedures and encourages the use of credit when appropriate

• Creates guest loyalty by engaging in service of guests when on property

• Assists in resolving guest opportunities and/or conflicts in a fair and equitable manner

• Enthusiastically supports, actively promotes, and demonstrates superior guest service (internal & external) in accordance with department and company standards and programs

• Establishes a direct line of communication with all service departments for the purpose of caring for high-value players

• Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc

• Makes decisions regarding comps based on a consideration of recorded play, earned points, comp availability and guest profitability

• Provides assistance to the Marketing department and supports Casino Hosts as needed

• Provides professional representation at internal and external meetings and events

• Adheres to all local policies, procedures, and operating guidelines

• Performs Sweetwater Rewards players club functions, such as enrolling guests into the players club, maintaining accurate player tracking information, and communicating available offers

• Maintains an in-depth knowledge of the Sweetwater Rewards players club program, casino promotions, events, and amenities; must have the ability to explain the program

• Follows up on service requests with appropriate departments on behalf of the guests and escalates to management as necessary

• Meets attendance guidelines of the job and adheres to regulatory, department, and company policies

• Performs other job related and compatible duties as assigned

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• High school diploma or equivalent required

• 1-3 years of experience: Sales, Hospitality, Guest Service, including but not limited to Player Development, Slots, Table Games or equivalent combination of education and experience

• Some sales experience preferred

• Able to promptly and accurately follow instructions given by leadership

• Ability to maintain composure and perform in a high-stress, fast-paced environment

• Must have the ability to operate computer/computer software programs, 10-key calculator, copy machines, computer printers/embossers, and other office equipment

• Ability to earn and maintain TiPS certification

• Must be able to acquire and maintain appropriate gaming license

LANGUAGE SKILLS

Ability to read and interpret documents In English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to perform these operations using units of American money and weight measurement, volume, and distance. Must be able to efficiently and accurately count money and gaming chips and make a change. Possess the ability to operate an adding machine and have basic computer skills.

REASONING ABILITY

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

CERTIFICATES, LICENSES, REGISTRATIONS

Team members must be able to qualify for licenses and permits required by federal, state, and local regulations.

PHYSICAL DEMANDS

The physical demands described here represent those that must be met by a team member to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The team member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

The team member must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 75 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here represent what a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually very loud. Team member will be exposed to an environment containing unrestricted secondhand tobacco smoke.