Casino VIP Service Rep - $41.6K Starting Salary

*Please note: a resume is required for this position*

Pay Rate: $41,600 starting salary

SUMMARY: To provide a high level of service to High-Value player segments and provide support in Marketing Operations. Responsible for a high level of guest service as described in your department's guest service standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Identify and recruit players for Island Passport Club membership by promoting club benefits and enroll new Player's Club members
• Ensures player enrollment and processing is handled accurately, efficiently, and professionally
• Work closely with table games staff to increase club participation among Table Game players
• Meet and greet hosted players on the casino floor
• Maintain a constant awareness of all Casino services, promotions and events
• Offer services to hosted players to include drink service, promotions participation and expedite other player needs
• Assist Casino Hosts as needed with meet and greet and other guest services for coded players
• Use Call Center resources to actively call players to acknowledge and promote special occasions (birthday, anniversary, etc.), and special trips.
• Assist players of potential High-Value in conjunction with Casino Hosts
• Assist Island Passport Club and Call Center staff as needed
• Identify active players without a card and secure, print and deliver cards for tracking
• Promote club benefits and the use of the card in all player interactions
• Assist Call Center with sales lead penetration by making sales calls to assigned lists
• Increase spend per trip by reaching out to assigned hosted / developmental players, meet goals and quotas as assigned
• Floor prospect for players of extreme High-Value
• Organize, categorize and maintain all players in assigned book of business
• Analyze player profiles for sales calls
• Expedite player requests and reservations
• Fulfill player requests for comps
• Accompany guests to sporting events as needed Drive inactive/dormant player trips
• Respond to Guest inquiries through varied means of both written and oral communication

KNOWLEDGE AND CERTIFICATION, SKILLS AND ABILITIES

Knowledge and Certification

Required:

• High School Diploma/GED or equivalent experience
• 6 months experience as a Customer Service Representative II, Island Passport Club Representative II or equivalent experience in customer service sales

Skills

Required:

• Accurate and detail-oriented
• Highly organized and ability to adapt quickly to changing priorities
• Strong computer skills Microsoft Office (Word, Excel and Outlook) and Windows
• Excellent written, verbal and interpersonal communication skills
• Must be able to read and write English
• Proven to accurately type 35 wpm
• Proficient at phone systems and computer applications

Abilities

Required:

• Ability to work fast and efficiently
• Ability to provide superior guest service to guests, coworkers and management while maintaining a high level of maturity, professional and credibility
• Ability to follow established dress code policies and practice good personal hygiene
• Ability to independently complete multiple tasks in a professional manner
• Ability to speak in a clear, concise and pleasant voice
• Ability to retain large amounts of information regarding the property and its amenities
• Ability to enthusiastically and professionally sell and/or promote relevant events and promotions

REQUIRED TRAINING

• Treasure Island guest service training
• TIPS training and certification
• Department software applications including Player Tracking, Gaming System and Hotel Management Systems
• Department orientation
• Any position-related training as determined by department manager

PHYSICAL DEMANDS

• Must be able to walk and / or stand and sit for long periods throughout the day
• Must have a good sense of balance, and be able to bend, kneel, stoop and twist
• Must be able to push, pull and grasp objects occasionally
• Must have the ability to independently lift up to 25 pounds occasionally
• Must be able to perform repetitive hand and wrist motions

WORKING ENVIRONMENT

• Work is performed throughout the property (indoors and outdoors) and may include excessive noise, flashing lights, frequent loud noises and cigarette smoke
• Must be willing to work a flexible schedule including all shifts, weekends and holidays
• Extensive computer use
• Occasionally overtime may be required
• Occasionally must deal with angry or hostile individuals
• High volume direct public contact