VIP Services Agent

Rising Star Casino; Rising Sun (IN); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

VIP lounge access

Job summary

Rising Star Casino in Rising Sun, IN seeks a guest services associate to build relationships with players, conduct telemarketing for events and surveys, and provide written communications for player development activities.

You will verify lounge access, greet guests, share promotional materials, and use the SYNKROS system to manage VIP Club cards and comps while coordinating with multiple departments to deliver exceptional service.

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.

Responsibilities

• 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.

Skills

Customer service

Communication skills

Basic computer skills

Detail oriented

Education

High school diploma or equivalent

Tools

SYNKROS system

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.

Essential Job Functions

• 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.