VIP Guest Experience Specialist

CL c67b5ad1 e7cd 47f1 8679 6da103430fa6; Michigan; On-site; USD 45,000 - 65,000; Full time

Job summary

Little River Casino Resort is seeking a motivated professional to deliver exceptional guest service to hosted and coded players, ensuring maximum gaming profitability. You will liaise with the host team to tailor personalized experiences and staff the VIP lounge and concierge services for hosted players.

You will participate in recruiting new players, building cross-department relationships, and executing membership growth for Player's Club and VIP tiers.

Qualifications

• High school diploma or GED required.
• 2 years casino marketing or related sales experience and 1 year player's club, casino gaming or other guest relations field.
• Experience with Tribally run casino and/or resort preferred.
• A documented and verifiable combination of education and experience may be substituted for degree requirements.

Responsibilities

• Acquires, maintains, and retains profitable gaming players.
• Increases the number of premium players and maintains their gaming revenue.
• Provides exceptional guest service to hosted and coded players to ensure maximum gaming profitability.
• Liaison with host team members to provide a personalized gaming experience to all coded and hosted players.
• Staffs VIP lounge and provide concierge services as appropriate to all hosted players.
• Recruits and acquires new players on the casino floor.
• Builds relationships with Slots and Table Games team members for expedition of staff referrals.
• Identifies and greets in-house players in all areas and prepare for incoming hosted players.
• Answers calls and other forms of player correspondence.
• Expedites player requests for reservations, services, and comps.
• Accompany guests at amenity functions and participates in casino events and promotions.
• Retains hosted players across all premium player segments.
• Makes retention calls and contacts to hosted players.
• Collaborates with property teams to ensure VIP's have an exceptional guest experience.
• Assists with coordination of premium player conflict and service recovery efforts and programs.
• Executes sales and promotional marketing for assigned player lists.
• Actively promotes enrollment and benefits of membership into Player's Club and VIP tier status.
• Builds relationships and maintains high visibility with players in ways to enhance guest loyalty and develop the Resort's business.
• Maintains player database, updating and tracking information regarding frequent players for marketing and business reasons.
• Maintains a working knowledge of casino resort operations, promotions, special events, programs, and services.
• Must satisfactorily complete all training assigned by the Resort.
• Must adhere to the safety rules and regulations of the Little River Casino Resort and of the Marketing department.
• Must be aware of and adhere to the emergency and evacuation procedures.
• Must be aware of and adhere to the Resorts Health & Safety Program.
• Other duties as assigned.

Skills

Guest service

Interpersonal skills

Communication

Teamwork

Confidentiality

Multitasking

Problem solving

Independent work

Computer skills

Office equipment

Education

High School diploma or GED

Tools

CRM software

Database software

Spreadsheet software

Job description

Little River Casino Resort is seeking a motivated professional to deliver exceptional guest service to hosted and coded players, ensuring maximum gaming profitability. You will liaise with the host team to tailor personalized experiences and staff the VIP lounge and concierge services for hosted players.

You will participate in recruiting new players, building cross-department relationships, and executing membership growth for Player's Club and VIP tiers.