SPECIFIC DUTIES AND RESPONSIBILITIES

• Drives guest business through phone interaction and outbound telemarketing with a focus on House Accounts and Development Potential Guests as identified by the Gaming Host Manager and/or Database Analysts.
• Develops players with VIP potential by fostering strong relationships through telemarketing efforts, in-person interaction, player events, personalized notes, follow-up phone calls, email, etc. This position will serve a transitional role between Gaming Host and player during the guest transition to Host Coded VIP.
• Maintains knowledge of marketing and player development promotions and encourages guest participation to their qualifying guests.
• Assists in resolving guest opportunities and/or conflicts, in a fair and equitable manner.
• Assist Hosts with any / all required projects with regard to Special Events, Off-Property Events, Call Projects, and possibly Floor Coverage during high volume periods of business with periods of focus on organizing and execution of special events. Participation in telemarketing of the events in an effort to confirm attendance through confirmation calls.
• Assist in pulling calls & return calls from voicemail as needed. Coordinate with Host on duty with regard to questions on comp, etc.
• Issue free play, comps for dining, etc. based on gaming activity and comp guidelines. Adhere to all audit policies with regard to comps and free play issued.
• Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow team members.
• 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.
• Responsible for adhering to company policies and for ensuring the compliance within area of responsibility and reporting potential issues to management.
• Perform duties in a safe manner; report any potential safety hazards to management staff.
• Ability and willingness to spend long periods of time during shift on the gaming floor interacting with both return guests and searching for non-carded new players to sign-up for Player Rewards card.

STANDARDS OF PERFORMANCE

• Must have a flexible schedule and maintain accessibility to fit business needs, including monitoring and responding to all communications as necessary. Days Off and shifts may vary based on business needs.
• Must be able to work in a fast-paced environment while maintaining the highest standards of customer service.
• Emphasizes and embodies company mission of providing excitement and delivering excellent internal and external guest service.
• Responsible for maintaining and submitting accurate and thorough records and reports (call logs) in a timely and consistent manner.
• Requires superior communication and judgmental skills, as position is called upon to interact frequently with VIP guests, and make decisions regarding the issuance and denial of complimentary items.

EDUCATION, TRAINING, AND EXPERIENCE

• High school diploma or GED equivalent required.
• One to two years of gaming experience preferable.
• Must have the ability to write reports and business correspondence.
• Able to tolerate second-hand smoke, noise, bright lights
• Must be 21 years of age
• Ability to attain a valid racing license

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