What are the responsibilities and job description for the VIP Services Agent position at Rising Star Casino?
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.
