SUMMARY:

Responsible for performing excellent customer service at all times by creating a personalized entertainment experience to premium players, and ensuring the quality of service provided to the customer is in accordance with the Company's established marketing strategy.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Acts as a resource for customers, management and employees to ensure a maximum level of satisfaction and service throughout the department and the Company.

• Represents the Company in its public relations and marketing efforts, generating new and repeat business and helping to reaffirm the goals and objectives of the Company.

• Coordinate with additional Player Development personnel to properly fulfill all players' requests across all segments.

• Resolve customer's complaints and/or conflicts, in a fair, equitable manner.

• Facilitates the effective management of information throughout the department and the Company.

• Maintain a working knowledge of the Company's facility as well as current and upcoming events on property in order to advise customers and fellow employees of same whenever possible.

• Usher and performs any reasonable request made by management.

Acquisition

• Prospect for Hot Action players on the casino floor.

• Build relationships with internal guests “Slots and Table” that may be able to assist in identifying new premium players, and expedite referrals of new players.

Growth

• Execute sales and promotion telemarketing against assigned lists of hosted players.

Retention

• Identify and greet In-House premium players in all areas.

• Consistently maintaining contact with assigned players through phone, email, text, US mail in order to fulfill premium player needs.

• Answers all premium players calls and handle correspondences whether on, or off property in order to expedite their request for reservations, and services.

• Participate in Casino events as appropriate.

• Host VIP events, and participate in casino promotions as needed.

• Fulfill premium player's requests for complimentary services.

• Coordinate with Executive Hosts and VIP Casino Hosts to properly retain players across all premium player segments.

• Assist in staffing (VIP Lounge, Podium), and other administrative duties as assigned.

• Preform Guest recovery as needed.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Bachelor's degree from a four-year college or university preferred. Casino experience required. Sales experience preferred.

SPECIAL QUALIFICATIONS:

Excellent communication skills and a friendly, outgoing personality required. Must be a self-starter, motivated, versatile and responsible. Effective organizational skills required. Strong background in customer-service/relations required. Player tracking system and hotel reservation system experience preferred. Must be proficient in Microsoft Office.

LANGUAGE SKILLS:

Ability to read, analyzes, and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the Company. Bi-lingual preferred.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Team Member is regularly required to talk or hear. The Team Member is regularly required to stand; walk; and use hands to finger, handle, or feel objects, tools or controls. The Employee is occasionally required to reach with hands and arms, and to sit; stoop, crouch, crawl or kneel.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually loud when on the casino floor. When on the casino floor, the Team Member will be exposed to a smoke-filled environment.