Vip Player Services Associate

550_Niagara_Complex_Services Complex Services; Niagara Falls; On-site; CAD 30,000 - 33,000; Full time

Job summary

Niagara Casinos is seeking a VIP Player Services Associate at Fallsview Casino Resort. The role involves enrolling guests in rewards, managing reservations for hotels, transportation and events, and delivering proactive guest service on the gaming floor.

The ideal candidate will have strong communication skills, experience in customer service, and the ability to work in a fast-paced, 24/7 environment in Niagara Falls. Knowledge of promotions and CMP systems is a plus.

Qualifications

• Customer service background in call center, sales, marketing or tourism.
• Knowledge of Niagara Region and district.
• Excellent written and verbal communication skills.
• Multilingual abilities are an asset.

Responsibilities

• Enroll guests into rewards program and manage card PINs and complimentary items.
• Evaluate a patron’s comp worth and decide on comp outcomes.
• Maintain relationships across different card levels.
• Handle hotel, limousine, dining and concert reservations.

Skills

Customer service

Communication skills

Teamwork

Multilingual

Tools

CMP computer systems

Job description

VIP PLAYER SERVICES ASSOCIATE

Full Time $23.15 Application Deadline: October 9, 2026

Regular There are some GREAT PEOPLE out there... we should know we hire them! The 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 inquiries.

Job Responsibilities

• Enrolling guests into our rewards program, re-printing cards, re-setting PIN numbers and providing complimentaries to qualified players
• Evaluate 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 reservations
• Responsible 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 amenities
• Responsible for Day of Seating Assignments and accommodating high level players with last minute requests at the Avalon
• Monitoring overbook and bookings on day of show days at the Avalon
• Knowledge 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 assigned

Ideal Candidate

• Previous customer service experience in a call center, sales, marketing or tourism and knowledge of the Niagara Region and district
• Ability to work independently or as a team
• Exceptional organizational, written and verbal communication skills
• Multilingual skills are considered an asset
• Excellent telephone and keyboarding skills
• Able to work under pressure to meet fluctuating deadlines
• Knowledge of Microsoft Office and CMP computer systems
• Flexibility to adapt to a 24/7 operation

We 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.

Equal Opportunity Statement

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.

About Niagara Casinos

Knock, knock. Hear that sound? That's opportunity and it's at Niagara Casinos Since opening its doors on December 9, 1996, Casino Niagara has been non‑stop excitement in the heart of the Niagara Tourism area. Just 8 years later, Fallsview Casino resort opened to the public on June 10, 2004. Built on a cliff overlooking the world-famous Horseshoe Falls, Fallsview Casino Resort is the largest and most elegant gaming resort facility in Canada. This world class gaming and entertainment facility is the crown jewel in Niagara's stunning array of wonders. At Niagara Casinos we pride ourselves on our employees and strive to create a culture for our associates that demonstrate our values every day. We believe that the differences and unique qualities in people should be celebrated and encouraged. Every employee that works here should feel valued, respected and accepted. At Niagara Casinos, EVERYTHING we do is Customer Service.