Starting at $ per hour Requires flexibility to work various shifts

In this fast-paced, high energy environment where great guest service is essential, how do we ensure all of our guests are happy with our service?

Develop an environment that creates excitement for guests, promoting the loyalty program and events, attracting VIP players and hosting their visits to ensure guest satisfaction, loyalty and repeat visits.

Principal Duties and Responsibilities

• Ensure Casino is compliant with all local, state and federal regulations and Tribal MICS and perform all duties in full compliance with departmental Internal Controls, policies, procedures, and regulations
• Develop player relationships to mold gaming loyalty and retention to minimize player defection
• Maintain close ties with targeted guests through personal contact ( phone, email, in person, etc.). Maintain good will with all guests.

Actively seek out new players through networking events. Build relationships with target players using contact strategy through a variety of inbound and outbound channels.

Act as an effective Casino ambassador to ensure communication of all casino operations, events and programs to encourage participation and return visits to the Casino, with a goal of growing a critical source of revenue for the business.

• Work closely with the Marketing Services Manager, using the information provided to leverage property amenities and programs to new and / or targeted players
• Evaluate guest play for comping needs and preparing, coordinating, and administering those complimentaries, based on established objectives, ( Hotel, restaurant, transportation, etc.).
• Strive to delight our guests; exceeding their expectations through gracious, enthusiastic and personalized service.
• Respond to guest requests and work independently to resolve guest concerns and conflicts in a fair and equitable manner to achieve guest satisfaction.
• Track and monitor guest feedback on an ongoing basis to determine program effectiveness, and provide information to Management on guest preferences and their expectations.
• Recognize problems and business trends and report to the Marketing Services Manager. Make recommendations regarding marketing opportunities.
• Expected to exceed sales goals, coordinate complimentary amenities, socialize with assigned players at events on and off property and arrange special request events for VIP players.
• Assist with the planning and execution of assigned parties, promotions, special events and tournaments.
• Facilitate full integration with all casino departments to provide ultimate guest services.
• Maintain high level of visibility and professionalism throughout the facility, maintain confidentiality, discretion and security of all players accounts, files, records, and lists including financial data.
• Keep current with industry trends and technology to help maintain company’s competitive edge, as well as maintaining up-to-date knowledge of all gaming machines, table games, entertainment, and general property information.
• Possess a can do attitude. Varied hours required.
• Participate in special projects, VIP Events, and all other duties as assigned by the Marketing Services Manager.

Job Qualifications

• High School diploma or equivalent and 2 years of related experience such as marketing, account management, sales, player development, guest service or guest relationship building preferable in the gaming industry or other luxury service are required.
• Must have strong direct or telemarketing sales and relationship-building skills.
• Must possess strong oral and written communications skills.
• The ability to use basic math skills including adding, subtracting, multiplying, dividing, and counting using whole numbers and United States currency.
• The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays.
• Excellent organizational skills and the ability to maintain accuracy is required.
• Advanced computer experience is required.
• Ability to uphold complete confidentiality is required.
• Must display professionalism when representing PCCH and during stressful situations.
• Must work well with people, possess excellent customer service skills and sensitivity to diverse cultures.

Last updated : 2024-05-19