What are the responsibilities and job description for the VIP HOST - PLAYER DEVELOPMENT position at Hard Rock Hotel & Casino Atlantic City?
Overview
Under the direction of the Player Development Manager, the incumbent will solicit and cultivate database segments in an effort to drive incremental revenue.
Responsibilities
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Under the direction of the Player Development Manager, the incumbent will solicit and cultivate database segments in an effort to drive incremental revenue.
Responsibilities
- Executing outbound sales calls in a polite manner with proper phone etiquette.
- Executing outbound sales calls with a through understanding of an individual’s available marketing offers and promotions
- Accurately document and process customer reservation requests for rooms, events, promotions, restaurants, spa and dining (list is not exhaustive)
- Ability to clearly explain specific marketing promotions, initiatives, and property amenities based on customer interest and needs
- Work directly with Player Development, National Marketing, Asian Marketing and general Marketing teams as needed to ensure a quality guest experience
- Personalize guest interactions to build rapport and loyalty
- Answer inbound customer inquiries using methods defined by management, as needed
- Ensure customer requests for reservations and other services are met and confirmed
- Senses and exploits upsell opportunities where appropriate, always attempting to cross-sell in cases when a specific request cannot be met
- Escalates complex and difficult situations to the Player Development Manager when they arise
- Must be prepared to handle, with composure and tact, a high volume of outbound repetitive customer interactions over the telephone in a sales-oriented environment
- Remain in a seated position for an entire shift executing outbound sales calls and completing reservation transactions which at times requires repetitive finger and wrist motion
- Must meet key performance indicators, such as phone calls, room bookings and other metrics as assigned
- Complies with all New Jersey regulatory requirements
- Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate managers of concerns and observations.
- Demonstrate actions and behaviors that reinforce the Company’s Mission and Values.
- Ensure prompt and discreet notification to managers and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
- Other duties as assigned.
- High School diploma or equivalent required
- Bachelors degree preferred, or combination of education and experience
- Previous experience with high volume calls/telemarketing preferred
- Proficient computer skills
- Experience in a hospitality (hotel/casino) a plus, specifically scheduling reservations
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