VIP Representative

Gun Lake Casino Resort; Michigan; On-site; USD 42,000 - 66,000; Full time

Job summary

Gun Lake Casino Resort seeks a Casino VIP Representative to cultivate un-hosted and emerging VIP Guests, driving gaming and non-gaming revenue while enhancing the guest experience.

You will build a 100–200 player portfolio, load offers per policy, and support VIP events on and off property, ensuring seamless guest service and collaboration with Casino Hosts.

Qualifications

• Experience in telemarketing, sales, or guest service preferred.
• Strong communication and interpersonal skills required.
• Ability to manage multiple priorities and maintain professionalism.

Responsibilities

• Provide exceptional guest service by handling inbound and outbound calls, answering questions, resolving issues, and fulfilling guest requests.
• Execute outbound call campaigns to drive guest return visits and promote property offers.
• Identify high-potential guests and assist in transitioning qualified players to Casino Hosts.
• Support VIP events through guest check-in, attendance tracking, and on-site service.
• Accurately load offers, comps, and promotions onto guest accounts per guidelines.

Skills

Telemarketing experience

Sales experience

Guest service experience

Strong communication

Interpersonal skills

Time management

Education

High School Diploma or GED

Job description

Position Summary:The Casino VIP Representative is responsible for developing relationships with un-hosted and emerging VIP Guests to drive incremental gaming and non-gaming revenue, increase visitation, and enhance the overall guest experience. This role serves as a pipeline to Casino Hosts by identifying, engaging, and cultivating qualified players for future host assignment.About Us:At Gun Lake Casino Resort, every Team Member is an ambassador, essential to the success of our company and our culture. We expect that all Team Members take personal ownership in ensuring that everything they do is in the best interest of Gun Lake Casino Resort and embody the core values of the Seven Grandfather Teachings:Love: Love your brothers and sisters and share with them.Truth: Be true in everything you do. Be true to yourself and to your fellow Humans.Respect: You must give respect if you expect respect. Respect everyone, all persons, and all the things created.Bravery: To do what is right, even in the most difficult of times.Honesty: Be honest in every action and provide good feelings in your heart.Wisdom: We cherish knowledge; wisdom is used for the good of the people.Humility: Know that you are equal to everyone else, no better, no less.In this Role:Provide exceptional guest service by handling inbound and outbound calls, answering questions, resolving issues, and fulfilling guest requests.Execute outbound call campaigns to drive guest return visits and promote property offers.Build and maintain relationships with un-hosted and emerging VIP guests while managing a portfolio of approximately 100–200 players.Identify high-potential guests and assist in transitioning qualified players to Casino Hosts.Support VIP on and off property events through guest check-in, attendance tracking, and on-site service.Assist guests with reservations, bookings, and general property inquiries.Accurately load offers, comps, and promotions onto guest accounts in accordance with company guidelines.Issue complimentary amenities based on established casino policies and levels of play.Maintain and update detailed guest profiles, including preferences and behaviors, using company systems.Utilize software tools to track guest activity, profitability, and communication history.Communicate regularly with Player Development leadership and team members regarding guest activity and opportunities.Collaborate with team members to foster a positive, team-oriented work environment and support shared goals.Consistently uphold and promote Gun Lake Casino Resort’s “Unsurpassed Service Standards.”Maintain professional communication, appearance, and grooming standards at all times.Perform all other duties as assigned.Essential Qualifications:Must be 21 years of age or older.High School Diploma or GED required.Experience in telemarketing, sales, or guest service preferred.Strong communication and interpersonal skills.Ability to manage multiple priorities.Must be able to obtain and maintain a Gun Lake Tribal Gaming Commission license.Physical Requirements:Requires normal, corrective vision range, the ability to see color, and the ability to distinguish letters, numbers, and symbols.Must have the manual dexterity to operate job-related equipment.Ability to sit, walk, stand, run, and climb stairs for the duration of shift.Must have the ability to access all properties and areas.Must be able to lift up to 50 lbs. with or without assistance.Ability to read, write, and input data into the computer.Ability to stoop, crouch and kneel.Work Conditions:Work is typically in an office environment; however, additional work areas may be unusually hot, cold, and/or noisy and may contain second-hand smoke. Tasks may be required to be performed from a sitting or non-sitting position in a confined area. Team Members may be required to stand, walk, lift, reach, push, pull, and grasp.Disclaimer and Conditions of Employment:The above statements describe the general nature and level of work performed by persons assigned to this job. These statements are not an exhaustive list of all required responsibilities, duties, and skills.All applicants must be able to demonstrate their US work authorization during the employment verification process. The pre-employment process also requires passing a criminal background investigation and drug test.Indian Preference:The Match-E-Be-Nash-She-Wish Band of Pottawatomi abides by Native American preference in its hiring and employment policies.Gun Lake Tribal Gaming Authority reserves the right to change the job description as necessary.