Job Location Dover Downs - Dover, DE

• Initiates phone contact with premium patrons to drive trips.
• Resolves all high-end patrons' requests / disputes.
• Reconciles all comps outside of point redemption.
• Maintains a detailed record of premium patron comments.
• Handles all hotel upgrades for expected arrivals.
• Welcomes guests, provides exceptional customer service, encourages guests to enroll in the Capital Club.
• Develops relationships with VIP casino guests to ensure incremental visits.
• Coordinates complimentary, special services and hospitality for identified guests.
• Oversees, solicits and identifies new gaming guests for the players' club program.
• Meets and greets players on the casino floor, at special events and promotions.
• Responsible for the retention of existing guests.
• Arranges for special services related to top tier players.
• Answers all inquiries concerning the club and explains club benefits.
• Participates in various promotional programs and activities of the department as required.
• Promotes the use of the club cards by approaching customers on the casino floor that are currently not using the card. Provides assistance in the completion of the club application forms.
• Maintains familiarity with the IGS System.
• Attends marketing functions as appropriate.
• Greets jackpot winners and offers publicity.
• Interacts with the Marketing Dept in hosting special events for identified guests.
• Works safely, following all established safety rules and regulations
• Communicates effectively with co-workers, supervisors and guests
• Follows all relevant policies and procedures
• Provides exceptional customer service

MAJOR FOCUS :

This position will provide the highest level of customer service and will be responsible for the recognition and maintenance of VIP level patrons.

ESSENTIAL FUNCTIONS :

ADDITIONAL FUNCTIONS :

• Performs other duties as assigned.
• Bachelor's degree in Business or Marketing or equivalent work experience preferred.
• Must possess sales management skills and be an expert in delivering customer service.
• Must possess superior communication skills
• Must be able to report to work on time as scheduled
• Must be able to work weekends, holidays and nights as needed
• Must be able to successfully pass a background check and receive a license from the DE Lottery
• Must present an overall professional appearance and report to work in appropriate attire
• Must have knowledge of all Windows based programs such as Word, Excel and Access.
• Must be able to speak, read and write English

Physical Requirements

Seeing

Pull ( pounds)

Bend

Color Perception

Climb, Ascend / Descend (Stairs, Ladders)

Stoop / Kneel / Crouch

Hearing / Listening

Lift ( pounds)

Taste

Clear Speech / Talking

Carry ( pounds)

Smell

Touching

Drive (local / long distance)

Repetitive Motion

Dexterity / Hand

Walk for Extended Periods

Dexterity / Fingers

Stand for Extended Periods

Reach (Above Shoulder)

Push ( pounds)

Sit for Extended Periods

Other :

Mental / Reasoning Requirements

Reading Simple

Writing Simple

Advanced Math Skills

Reading Complex

Writing Complex

Analysis / Comprehension

Clerical

Basic Math Skills

Judgment / Decision Making

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.

They are not intended to be construed as an exhaustive list of all responsibilities, duties and / or skills required of all personnel so classified.