Job Summary

Acts as a liaison between VIP guests and resort to ensure the delivery of the highest level of guest service to Morongo Casino, Resort and Spa guests. Completes daily tasks in order to elevate communication within the team, and to elevate guest experience.

Essential Duties And Responsibilities

• Helps Train new incoming Agents I and Agents II and goes over the Team Member Manual
• Responsible for Event Spreadsheets and Handing out Show Tickets
• Attending Trainings to strengthen their knowledge of our CRM system, QCI.
• Through QCI, helps hosts stay inform of qualifiable guests on and off property
• Various Clerical duties as assigned by the Player Development Manager
• Responsible for Inventory and purchasing
• Makes telemarketing calls to confirm events and hotel stays
• Keeps close communication with Hotel and Hosts on Room Inventory and possible upgrades
• Assists Hosts elevate guest experience
• Meet, greet and deliver exceptional service to VIP guests.
• Arrange hotel, limo, air travel, room amenities, golf and spa reservations and other needs for the satisfaction of VIP guests.
• Provide hotel room check-in and reservations for meals, spa, golf, or other activities for VIP guests.
• Work with Casino Hosts, Player Development Administration, Hotel and Food and Beverage personnel to ensure room amenities are provided for the satisfaction of hosted guests.
• Maintain a clean and organized work area.
• Work special events servicing VIP guests.
• Make telemarketing calls to guests as directed and assigned through QCI CRM
• Must be able to complete the tasks assigned through QCI CRM system.
• Assist host and Executive host with booking rooms for their players.
• Performs other job-related duties as assigned.

Qualifications

QUALIFICATIONS:

Computer skills, excellent verbal and written skills. Required to act as a sales representative. Ability to master the use of our Host Viz CRM system and complete tasks as assigned in QCI. In-depth knowledge of Player Development operations. Working knowledge of ACSC & LMS. Ability to maintain strict confidentiality of classified information. Ability to tactfully and diplomatically deal with the guests, both internal and external. Ability to handle high stress situations with composure. Ability to speak to large or small groups. Must possess excellent business sense and high professional ethics. Must possess a high regard for guest service and team member relations. Must possess strong organizational skills, be detailed oriented and have the ability to multi-task while paying close attention to details.

EDUCATION and/or EXPERIENCE:

Casino and/or player development preferred, but not required. High School diploma or GED required. Bachelor’s degree in marketing, business administration or related field preferred; or equivalent work experience providing necessary background for the position.

LICENSES, CERTIFICATES, REGISTRATIONS:

Must undergo and successfully pass a background investigation to obtain and maintain a gaming license issued by the Morongo Gaming Agency.

LANGUAGE SKILLS:

Must be able to read, write & speak English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Must have the ability to write routine reports and correspondence and to speak effectively with guests or team members of organization.

 MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

REASONING ABILITY:

Must have the ability to independently problem-solve challenging situations. Must have the ability to carry out instructions furnished in written, oral or diagram form and have the judgment to decide which procedures apply to a variety of situations. Must reason with people effectively yet cordially.

PHYSICAL DEMANDS:

While performing the duties of this job, the team member is regularly required to sit and often will stand or walk. The team member frequently is required to reach with arms and use hands to manipulate or feel. The team member might occasionally lift and/or move up to 25 pounds. This position requires the ability to hear and speak on the telephone and vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT:

The duties of this position are typically performed either on the casino floor or in an office environment. The casino environment has moderate to loud noise levels and is a smoking environment.

WORKING HOURS:

Because we are open 24 hours a day, 365 days a year, most positions require flexibility in scheduling and may require team members be available for evenings, weekends, holidays and special events. A typical workweek and normal work schedules may vary based on business needs and may include scheduled shifts Monday through Sunday. Position may require overtime.

INDIAN PREFERENCE:

We are an Equal Opportunity Employer while practicing Native American preference according to law.