VIP Services Agent

Full House Resorts, Inc; Rising Sun (IN); On-site; USD 30,000 - 42,000; Full time

Job summary

Full House Resorts, Inc. in Rising Sun, Indiana, is seeking a friendly Guest Services Associate to greet guests, build relationships with players, and coordinate with casino hosts to deliver outstanding service.

You will use the SYNKROS system to manage guest accounts, issue comps, and assist with events and promotions. A high school diploma and strong communication skills are required to ensure confidentiality and seamless guest experiences.

Qualifications

• Experience in customer service or casino industry preferred.
• Ability to speak clearly and convey information effectively.
• Proficiency with basic computer tasks and data entry.

Responsibilities

• Build relationships with players assigned and assist with telemarketing for events and surveys.
• Provide written communications for player development activities.
• Utilize SYNKROS system to manage guest services, cards, comps and account info.
• Greet guests, especially Diamond Lounge users, and provide personal attention.
• Coordinate with Casino Hosts and other departments to ensure high-quality service.
• Facilitate dinner arrangements and reservations for guests.
• Answer telephones per department standards and promptly handle requests.
• Support marketing promotions and events as assigned.

Skills

Customer service

Communication skills

Detail-oriented

Computer literacy

Education

High school diploma or equivalen

Job description

• Build relationships with players of $150.00 to $300 ADT that are assigned.
• Responsible for telemarketing of guests for events, surveys and miscellaneous customer contact.
• Provide written communications for various player development activities associated with assigned customers or prospective customers.
• Verifies status of guests seeking access to Diamond Lounge or other access-controlled areas.
• Greets and provides personal attention to guests, particularly those utilizing the Diamond Lounge.
• Provides promotional materials and/or explanation of services available upon request.
• Utilizes SYNKROS system for guest service to include making Rising Star VIP Club Cards, checking Card status at guests’ request, issuing comps, or updating guest account information as appropriate.
• Acts as liaison between Player Development and other areas (e.g. Hotel Front desk/Reservations, Rising Star VIP Club, Table Games, Food & Beverage) to provide highest levels of customer service.
• Communicates and coordinates unusual needs/requests to Casino Hosts.
• Ensures amenities and services are available to guests according to standards.
• Facilitates dinner arrangements and reservations.
• Communicates deficiencies to appropriate persons/departments in a timely manner.
• Answers telephones according to department standards to ensure guest requests are handled promptly. .
• Provide service to internal and external customers which reflects the company culture of Satisfaction, Togetherness, Appreciation and Recognition. (S.T.A.R.)
• Responsible for immediately informing on-site IGC Agent on duty, Security and Supervisor on Duty of any Internal Control or State Regulation violations related to gaming activity of which you commit, witness or become aware; must report pursuant to company Self-Reporting Policy.

Other Job Functions

• Perform miscellaneous duties as assigned
• In cooperation with Casino Hosts, provides service to VIP guests in a prompt, professional manner.
• Completes paperwork as assigned including data entry and daily logs
• Assist with marketing promotions and other marketing events and activities as assigned.

Job Qualifications

• Experience Required: Prior customer service and/or casino industry experience.
• Education Required: High school diploma or equivalent.
• Skills, Knowledge and/or Abilities Required: Ability to speak well and present information in a clear, concise manner; excellent customer service skills; basic computer skills; detail-oriented and organized.
• Licenses, Certifications, Bonding, and/or Testing Required: Must be able to obtain an Indiana Gaming Commission Occupational License - Level 2.
• Other Specialized Requirements: Service quality characteristics including courtesy, promptness, professionalism, and confidentiality. Effective communication skills. Ability to effectively handle conflict. Professional appearance and presentation. Able to work a flexible schedule.