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ACCESS/ED CARE MANAGEMENT CLERK (WHITTIER) ON CALL, DAYS (3 PM - 11 PM)

Viejas Casino & Resort

ACCESS/ED CARE MANAGEMENT CLERK (WHITTIER) ON CALL, DAYS (3 PM - 11 PM)

Alpine, CA
Full Time
Paid
  • Responsibilities

    GENERAL SUMMARY

    Responsible for all essential duties of a casino host and helping to resolve any issues between guests and the player development team as well as the planning and implementation of strategies and actionable tactics designed to enhance the profitability of Viejas through player development and customer service. Generates and achieves specific revenue goals through the enhancement of net profitability of known high-value players, both on and off property, and those who demonstrate potential for development into high-value players.

     

    CORE SCOPE OF POSITION

    • PERFORMANCE OF PLAYER DEVELOPMENT TEAM - Manages and empowers Hosts and VIP Concierge to maximize their effectiveness and abilities to positively interact with players and guests while maintaining competitive advantage for the enterprise. Monitors results of the Player Development team’s programs and identifies areas of need. Ensures team keeps current with all promotions and events in the casino, restaurants, hotels, and outlet center. Protects company assets and reports any fraudulent activity to Surveillance and management. Ensures compliance with company and departmental policies and standard operating procedures; and with applicable governmental laws and regulations. 

    • DEVELOPMENT OF GAMING PLAYERS – Generates and achieves specific revenue goals by developing new and existing high-value players, both on and off property. Works with management to develop and provide multiple reasons for hosts to contact players by one-on-one dissemination of information regarding appropriate incentives, programs, promotions, entertainment offerings and other relevant details to maximize guest loyalty. Maintains ongoing, open and positive communication with guests, management, and outside sources.

    • GUEST SERVICE –Develops and interacts with high-end players to ensure their return and endorsement. Makes decisions regarding players status upgrades/downgrades based on specific criteria. Resolves problems and issues including level authorization, complimentary guidelines, guest exceptions, and VIP status with Hosts, VIP Concierge, Table Games, and Slots while ensuring guest satisfaction. Proactively reestablishes relationships with former VIP guests through marketing programs.

    • GUEST RECOGNITION AND REWARDS PROGRAM - Assists with the development, planning, and implementation of guest recognition and reward programs. Works closely with other departments to plan and execute successful player development special events that deliver growth and support the brand strategy. Makes appropriate decisions regarding complimentary by evaluating the gaming activity of individual players such as recorded play, earned pointe, comp availability and guest profitability.

    • PLAYER DATABASE SYSTEM - Develops and maintains an accurate and current player database through a tracking system. Provides reports and analyses of events and programs to ensure their effectiveness. Generates revenue through utilizing player database system.

    • GENERAL OFFICE AND SPECIAL PROJECTS – Develops and executes department budget; ensures that expenditures are made in accordance with practices, allocations, and policies of the department. Ensures safety, security and confidentiality of high-value players as well as other guest and Team Members. Performs all related and compatible duties as assigned.

     

    STYLE SERVICE COMMITTMENT

    All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to – and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

     

    LEADERSHIP

    • Is a role model of the Viejas’s service culture.

    • Leads by example and creates strong morale and engagement in his/her team.

    • Communicates company and departmental goals and fosters open communication across the department.

    • Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement.

     

    INTERACTION

    • Interacts with internal and external guests.
    • Regularly interacts with executive and/or major customers. Interactions frequently involve special skills, such as negotiation with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.

     

    SUPERVISION

    • Carries out supervisory responsibilities for Host and VIP Concierge team in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

     

    EDUCATION/CERTIFICATION

    • Bachelor's degree in Marketing, Business Administration or related area preferred.
    • High school diploma or general education degree (GED) required.

     

    EXPERIENCE

    • 5 to 7 years of related experience required.

    • 1 to 3 years of supervisory/managerial experience required.

    • 5+ years of experience working in casino marketing, special events, promotion and/or casino guest service environment.

     

    KNOWLEDGE AND SKILLS

    • Proven ability to develop and foster a team environment.
    • Knowledge of casino games and operations.
    • Knowledge of techniques for successful problem resolution; analytical thinking and negotiation skills. Create win/win scenarios.
    • Excellent verbal, written, and interpersonal communication skills.
    • Excellent guest service and organization skills.
    • Working knowledge of casino games and operations.
    • Working knowledge of Windows, Word, and Excel.
    • Working knowledge and understanding of player tracking systems.
    • Ability to work in a fast paced, deadline oriented environment.
    • Ability to work flexible schedule including evenings, weekends, and holidays.

    Required Skills Required Experience

  • Qualifications

    A+ Certified is required