SPECIALIST - VIP- FT

Job Description

Job Description

OVERVIEW:

Under the direction of the Player Development Manager, incumbent ensures the development of excellent relationships with Hard Rock Hotel & Casino Sacramento at Fire Mountain guests while providing a flawless phone experience.

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Answers all incoming phone calls, with a pleasant and courteous demeanor and routes calls to proper personnel.

• Telemarketing new and existing business through the use of casino promotions, special events and direct marketing offers.

• Responsible for meeting daily call quotas.

• Provide telemarketing support to the Player Development Team as assigned.

• Responsible for gathering relative information for future telemarketing efforts from guests.

• Utilize player rating system for comp worth determination.

• Assist with special events and Player Development events as needed.

• Book individual hotel, restaurant and special event reservations/arrangements for VIP players.

• Performs and adheres to company’s service philosophy and behaviors daily. 

• Learns and adheres to company’s safety guidelines. 

• Attends company’s training classes as directed to learn and/or improve existing skills. 

• Maintain security and confidentiality of files, records and lists.

• Perform work regularly and predictably

• Responsible for cleaning and sanitizing work and public spaces.

• Other duties as assigned.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year for year basis)

This knowledge and these abilities are typically acquired through a high school diploma or equivalent. 1-3 years of working within a customer service industry is required. 1 year inside sales experience is preferred. Computer literacy with excellent oral and written English communication skills required. Excellent phone etiquette and guest relations skills are also required. 

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc):

• Must obtain and maintain valid licenses / certifications per Federal, State, and Gaming regulations.

• Must successfully pass background check.

• Must successfully pass drug screening.

• Prior experience in the Gaming industry preferred.

• Must be at least twenty-one (21) years of age.

KNOWLEDGE OF:

• Knowledge or experience in the particular equipment to which assigned is required.

• Fluent and literate in English.

ABILITY TO:

• Ability to maintain a pleasant, outgoing, and professional tone and demeanor.

• Ability to deal with constant phone interaction.

• Must perform all duties with a sense of urgency.

• Must possess excellent listening skills.

• Ability to work a flexible schedule including some weekends.

• Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.

• Routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.

• Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.

• Communicate clearly and concisely, both orally and in writing.

• Must have the manual dexterity to operate all functions of job descriptions.

• Be flexible to work varying shifts and time schedules as needed.

• Auditory and visual range must include immediate area.

• This position spends time on the Sacramento floor, and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.