VIP Services Agent

POSITION SUMMARY

As a Casino VIP Agent, you will work closely with Casino Hosts to provide unconventional service in a dynamic atmosphere where guests will see and be seen. You're thoughtful, engaging personality will empower guests to create experiences worth repeating in our enchanting playground.

DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Ability to evaluate play and hotel spend through Synkros software and render comping decisions
• Provides support to Host Assistance & VIP Suites
• Builds relationships with players of $150 to $300 ADT that are assigned
• Responds to guest requests for reservations
• Maintains a working knowledge of room availability, qualifying criteria, room rates, and room types
• Provides guests with knowledge of package plans, special features, and information on all hotel outlets, hours of operation, and various local attractions
• Ensures guest complimentaries are in accordance with the casino guidelines
• Facilitates guest callbacks
• Responds to guests' requests, complaints, or inquiries courteously and promptly
• Maintains accurate departmental records and reports
• Maintains guest confidentiality
• Completes requests for all restaurant, show, golf, transportation, or any other request from Casino Marketing
• Provides written communications for various player development activities associated with assigned customers or prospective customers
• Provides promotional materials and/or explanation of services available, upon request
• Utilizes Synkros for guest service to include making Club Elevate Cards, checking Card status at guests’ request, issuing comps, or updating guest account information as appropriate
• Acts as liaison between Player Development and other areas (e.g. Hotel Front Desk, Marketing, Table Games, Food & Beverage) to provide the highest levels of customer service
• Ensures amenities and services are available to guests according to standards
• Facilitates dinner arrangements and reservations
• Communicates deficiencies to appropriate persons/departments in a timely manner
• Answers telephones according to department standards to ensure guest requests are handled promptly
• Performs miscellaneous duties as assigned
• In cooperation with Casino Hosts, provides service to VIP guests in a prompt, professional manner
• Completes paperwork as assigned including data entry and daily logs
• Assists with marketing promotions and other marketing events and activities as assigned

QUALIFICATIONS

• Must have at least six months of call center, administrative, or similar experience
• Must have strong attention to detail
• Must be an analytical thinker with strong problem solving and organizational skills
• Must be a team player who is also able to work well independently
• Must have excellent customer service skills
• Must be an excellent communicator with strong written, presentation, and interpersonal skills
• Must be flexible to work varied shifts
• Must have a high school diploma or equivalent
• Must be at least 18 years of age
• Working knowledge of Synkros - Patron Management System is preferred
• Previous work experience within a Casino/VIP Services department is preferred

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of their job.

While performing the duties of this job, the Team Member is frequently required to walk, sit, use hands to feel or handle, reach with hands and arms, climb or balance, stoop or bend, and speak and hear. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

While performing the essential functions of this position, the Team Member will regularly be on the Casino floor, requiring a tolerance to varying conditions of noise level, temperature, illumination, and air quality. This position will be in regular contact with external customers and internal customers, to include coworkers, management, and executives. There may be times when this position is transporting, pushing, pulling, and maneuvering items weighing up to 30 pounds.

Cahuilla Casino Hotel is committed to a drug and alcohol-free workplace. Any job offer is conditional upon successful qualifying for a Cahuilla Gaming License, which includes an extensive background security check. A drug test will also be required prior to employment and periodically thereafter.

If no applicants meet the stated qualifications, those whose education and experience are less than the stated requirements may be interviewed and hired provided that the hiring Manager submits a formal written training plan within (30) thirty days which can be completed within a “reasonable time” agreed upon by the Hiring Manager and the applicant. Applicants who are hired and fail to complete the formal training program will be discharged.

NOTE

This description incorporates the most typical duties performed. It is recognized that other duties not specifically mentioned may also be performed. The inclusion of these duties will not alter the overall evaluation of the position.