What are the responsibilities and job description for the Casino Concierge position at Wind Creek Hospitality?
Description
Job Overview: 2:00pm-10:30pm & 3:00pm-11:30pm (Shift subject to change based on business needs)
It is the primary responsibility of the Casino Concierge to assist in the creation of guest loyalty by providing unparalleled guest service while enthusiastically promoting the Wind Creek Rewards program. This position will ensure the delivery and execution of service excellence to internal and external guests and foster a culture that is passionate about delivering world-class guest service. All duties are performed in accordance with the departmental and property policies, practices, and procedures, as well as within the framework and intent of the Purpose.
Purpose
Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.
Value System
Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.
Duties And Responsibilities
Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.
Job Overview: 2:00pm-10:30pm & 3:00pm-11:30pm (Shift subject to change based on business needs)
It is the primary responsibility of the Casino Concierge to assist in the creation of guest loyalty by providing unparalleled guest service while enthusiastically promoting the Wind Creek Rewards program. This position will ensure the delivery and execution of service excellence to internal and external guests and foster a culture that is passionate about delivering world-class guest service. All duties are performed in accordance with the departmental and property policies, practices, and procedures, as well as within the framework and intent of the Purpose.
Purpose
Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.
Value System
Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.
Duties And Responsibilities
- Greet guests on phone and in person, establish rapport and provide excellent service by answering questions, resolving disputes and answering guest requests to encourage VIP growth
- Issue complimentaries based on specific casino guidelines for levels of play and as requested by Casino Marketing team and Management
- Coordinate special requests and reservations as needed with Casino Marketing team, department representatives and outside vendors for VIP level guests
- Utilize software applications/systems to maximum effectiveness
- Assist in the execution of VIP promotions and special events; assist in the execution of floor promotions and special events as needed
- Explain the advantages of rated play and encourage the use of the Wind Creek Rewards program; inform new prospects about Rewards benefits
- Know player preferences and provide personalized service; anticipate and provide for VIP guest needs in advance of request in conjunction with the Casino Host team
- Identify new VIP’s to the Casino Marketing team to assist in building relationships
- Be a participating team member by providing input and suggestions, volunteering and being involved in projects, committees, and task forces
- Be proactive with incidents and issues, ensuring resolution with team members and guests
- Maintain high standards of courtesy, hospitality, friendliness and professionalism; consistently demonstrate superior guest service skills
- Stay informed about all property and brand events, initiatives, and services
- Adhere to regulatory, departmental and company policies in an ethical manner
- Teamwork: Collaborates with Casino Marketing and all support departments to ensure player satisfaction. Communicates relevant information to team members and management to maintain consistency
- Maintains confidentiality of all player accounts and company information
- Other duties as assigned
- High School diploma or GED required or currently enrolled and successfully complete a GED program within six (6) months from start date as a condition of continued employment
- Must be twenty-one (21) years of age or older
- Bachelor’s Degree in related field- preferred
- Six months working in a Casino environment- preferred
- Must successfully pass job interview, including a guest service audition and obtain the “Gold Pass”- required
- Working knowledge of Opera, CMP, or comparable programs- preferred
- Working knowledge of MS Word, Excel, and Outlook or comparable programs- preferred
- Two (2) years Casino Marketing or VIP Services experience- preferred
- Experience in similar casino resort setting- preferred
- Professional appearance is mandatory at all times
- Must have great communication skills, verbal and written, and high energy
- Ability to observe and recall details and effective decision-making, social and organizational skills.
- Able to handle guest service issues in a professional manner in an effort to ensure future visits
- Willing and able to work odd or irregular hours including nights, weekends, and holidays
- Willing to travel and participate in training as recommended or required
- Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
- Must have willingness and ability to work in a smoke/secondary smoke environment
Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.