VIP Guest Relations Specialist – Players Club

Hard Rock Hotel & Casino Bristol; Bristol (VA); On-site; USD 19,286 - 26,174; Full time

Job summary

Hard Rock Hotel & Casino Bristol is seeking a customer-focused Host to communicate the Player’s Club program and promote its benefits to guests on the casino floor. The role informs guests about comps, services, and amenities, while building lasting relationships with mid- and high-end guests.

Responsibilities include greeting guests at service booths and VIP rooms, coordinating comp paperwork for events, and ensuring consistent, high-level guest service.

Qualifications

• High school diploma or equivalent required.
• Two months on-the-job training or related customer service experience.
• Excellent oral and written English communication skills.
• Multilingual abilities preferred.

Responsibilities

• Communicate the Player’s Club program to guests on the casino floor.
• Promote the Player’s Club and inform guests about comps, services, and amenities.
• Greet guests at customer service booths and VIP room; assist in events.
• Approve and issue limited comps to mid/high-end players within guidelines.
• Coordinate comp paperwork for rooms, food & beverage, special events and transportation.
• Coordinate reservation responses for special events and accommodations as needed.
• Handle difficult guest interactions and escalate disputes to the appropriate authority.
• Control access to VIP amenities by tracking member visits.
• Maintain awareness of all player recognition programs (cards, cash back, etc.).
• Perform data entry and other administrative duties with accuracy and speed.
• Adhere to Virginia Gaming Regulations and company policies.

Skills

Guest relations

Phone etiquette

English communication

Multilingual

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft PowerPoint

Job description

Hard Rock Hotel & Casino Bristol is seeking a customer-focused Host to communicate the Player’s Club program and promote its benefits to guests on the casino floor. The role informs guests about comps, services, and amenities, while building lasting relationships with mid- and high-end guests.

Responsibilities include greeting guests at service booths and VIP rooms, coordinating comp paperwork for events, and ensuring consistent, high-level guest service.