What are the responsibilities and job description for the VIP Services Representative Fulltime Swing Shift position at Century Casinos Inc?
FUNCTION:
The Nugget Casino Resort’s VIP Services Representative primary responsibility is delivering an exceptional and personalized experience to our VIP guests. The VIP Services Representative works closely with all departments, coordinating VIP services and amenities, managing special events, and building lasting relationships with our most valued VIP clientele.
RESPONSIBILITIES:
VIP Guest Management
- Develop and maintain strong relationships with VIP guests ensuring guest satisfaction and loyalty.
- Act as the primary point of contact for VIP clientele providing personalized assistance and catering to their specific needs.
- Anticipate guest preferences and exceed guest expectations creating memorable experiences.
VIP Services Coordination
- Coordinate a wide range of VIP services including, hotel accommodations and check-ins, dining reservations, event reservations, ticketed events, and other amenities.
- Collaborate with departments such as hotel, dining, entertainment, and concierge to ensure seamless delivery of VIP services.
- Address all special requests or issues in a timely and efficient manner.
Special Events and Promotions
- Assist in the execution of exclusive events, tournaments, and promotions tailored to VIP guests.
- Work closely with the marketing team to create customized packages and incentives to enhance the VIP experience.
- Represent the Nugget Casino Resort in a professional manner at all times during VIP events and provide on site support.
Customer Relationship Management
- Maintain a comprehensive database of VIP guest profiles, preferences and interactions using our CRM software.
- Proactively engage with VIP guests through personalized communication, including phone calls, emails, and direct mailings.
- Manage guest inquiries, concerns, and complains in a professional and empathetic manner ensuring prompt resolution.
Compliance and Confidentiality
- Adhere to all gaming regulations, company policies and procedures, ensuring compliance.
- Manage sensitive and confidential information with the utmost discretion and maintain strict confidentiality.
Reporting and Analysis
- Generate regular reports regarding VIP guest activities, trends, and feedback. Identify areas for improvement and revenue growth.
- Collaborate with the management team to develop strategies and initiatives that will enhance the VIP program’s effectiveness.
- Using the Nugget’s system of recognition, recognize team members who are going “above and beyond” as appropriate.
- Knowledgeable of and consistently follow Nugget policies and procedures as well as appropriate local, state, and federal regulations.
- Perform work in a safe manner and always maintain a safe environment for fellow team members and guests alike.
- Immediately report unsafe conditions, team member or guest incidents to Security, Management, and the Safety Manager.
- Maintain a positive and professional image for the Nugget when performing duties or representing the Nugget and encourages others to do the same.
- Regular predictable attendance is required.
- Other duties and responsibilities as assigned.
REPORTING RELATIONSHIPS: VP of Marketing
MINIMUM REQUIREMENTS:
Minimum 21 years of age.
EDUCATION LEVEL:
High School diploma or equivalent is required.
LANGUAGE:
Effectively communicate with others both verbally and in written form using the English language.
EXPERIENCE:
Minimum 2 years previous casino VIP Services, luxury hospitality, or guest relations experience required.
Previous knowledge of casino operations and event planning preferred.
SPECIAL SKILLS:
Strong problem-solving abilities and the capacity to handle guest concerns and complaints timely and effectively.
Excellent organizational and multitasking skills, managing multiple request and priorities simultaneously.
LICENSE/CERTIFICATION:
Employee Gaming registration required.
Alcohol Awareness Certification is required.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
Ability to walk, stand, or sit for extended periods of time.
Ability to lift, and move product up to 50 lbs.
Fine finger manipulation.
Work environment may include smoke and variable temperature, lighting, and noise levels.
Work may be performed indoors and outdoors during special events.