Vip Player Services Associate

Niagara Casinos; Niagara Falls; On-site; CAD 28,000 - 37,000; Full time

Job summary

Niagara Casinos is seeking a VIP Player Services Associate to provide exceptional guest service, manage reservations for events and accommodations, and support VIP activities on the Fallsview Casino Resort floor.

The role involves promoting offers, handling rewards, and coordinating with VIP desk and events teams to ensure high-end guests receive attentive service.

Qualifications

• Experience in customer service, call centers, or tourism preferred.
• Knowledge of Niagara Region and district helpful.
• Strong written and verbal communication skills.
• Ability to work in a fast-paced, 24/7 operation.

Responsibilities

• Enroll guests into the rewards program and re-print cards; assist with PIN resets and provide complementary services for qualified players.
• Make and manage hotel, limousine, dining, and concert reservations; respond to guest requests.

Skills

Customer service

Call center

Tourism knowledge

Niagara Region familiarity

Multilingual asset

Tools

CMP computer systems

Job description

RegularThere are some GREAT PEOPLE out there... we should know we hire them!IF YOU ARE AN EXISTING EMPLOYEE, PLEASE NAVIGATE TO THE INTERNAL JOB POSTING USING THIS LINK:https://www.myworkday.com/mohegan/d/inst/1$9925/9925$13657.htmldVIP PLAYER SERVICES ASSOCIATEFull Time$23.15Application Deadline: October 9, 2026The VIP Player Services Associate provides guests with a level of service that anticipates their needs and exceeds their expectation by responding to customer concerns and issues in a positive and professional manner. They must be concise, efficient and work within established standards when making reservations for special events, tournaments, transportation and accommodations. They must have a thorough knowledge of all activities and promotions occurring at Fallsview Casino Resort in order to respond to all inquiriesThe job involves:Enrolling guests into our rewards program, re-printing cards, re-setting PIN numbers and providing complimentaries to qualified playersEvaluate a patron’s comp worth by analyzing their play activity and use the evaluation to make comp decisions.Maintain and develop customer relationships with different card levels.Responsible for making hotel, limousine, dining and concert reservationsResponsible for telemarketing upcoming tournaments and special events to confirm player attendance.Responsible for supporting the execution of player events and tournaments.Responsible for supporting and participating in VIP Desk Clip Board Program. Meeting high end Guests on the gaming floor informing them of their offers and our amenitiesResponsible for Day of Seating Assignments and accommodating high level players with last minute requests at the AvalonMonitoring overbook and bookings on day of show days at the AvalonKnowledge of all Promotions at both Fallsview Casino and Casino Niagara, promoting these to our patrons.Builds company reputation through earning trust and loyalty of guests. Shares knowledge and information regarding the organization.Exceptional communication skills, Demonstrates respect, regard and consideration for others.Works as part of a team for the success of the business. Exhibits attention to detail and accuracy in performing duties.Adheres to compliance and workplace policies, internal control procedures, and AGCO directives.Any other duties as assignedThe ideal candidate has:Previous customer service experience in a call center, sales, marketing or tourism and knowledge of the Niagara Region and districtAbility to work independently or as a team. Exceptional organizational, written and verbal communication skillsMultilingual skills are considered an assetExcellent telephone and keyboarding skillsAble to work under pressure to meet fluctuating deadlinesKnowledge of Microsoft Office and CMP computer systemsFlexibility to adapt to a 24/7 operationWe thank all applicants for their interest, however, only those selected for an interview will be contacted.We confirm that we do not use AI in screening of applicants, and this position is an existing vacancy.Niagara Casinos is committed to creating an accessible and inclusive environment by providing equal opportunity to candidates of all abilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.Knock, knock. Hear that sound? That's opportunity and it's at Niagara Casinos