Overview:
The incumbent in this position is responsible for the effective communication of the Players Club program; determines whether minimum qualifications for complimentary services and/or goods have been met, informs guest of all aspects of Players Club, and promotes the Players Club program to guests on the casino floor.
Responsibilities:
ESSENTIALFUNCTIONS:
(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)
- Creates an atmosphere that induces guests to make Hard Rock Casino Rockford their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service.
- Service all customers at the customer service booths and VIP room; greet bus arrivals; conduct property tours; and assist in promotional events.
- Responsible for providing excellent guest service to mid and high-end guests by providing information pertaining to their comp limits, special services, and amenities available as well as any special targeted player events.
- Approve and issue limited comps to mid and high-end rated players based on established guidelines.
- Coordinate comp paperwork, including room, food and beverage, special events and transportation for Casino/Executive Host, VIP Services, and casino personnel.
- Coordinate reservation responses for special events and necessary accommodations for mid to high-end guests as requested.
- Handle difficult customer interactions and directs other customer disputes to the appropriate authority.
- Control and monitor access to VIP amenities by tracking each members visit.
- Keep current with and can execute all player recognition programs (e.g., member card, cash back programs, comping, etc).
- Consistently display positive attitude and high service standards.
- Respond to customer and co-workers inquiries in a prompt and courteous fashion.
- Perform data entry, documentation, inventory, and other administrative duties as assigned with accuracy, thoroughness, and speed.
- Adhere to all Company and departmental policies, procedures, and practices. Report all irregularities to the appropriate party.
- Adheres to all Illinois Gaming Regulations.
NON-ESSENTIAL JOB FUNCTIONS
- Attend seminars when needed.
Qualifications:
EDUCATION AND /OR EXPERIENCE REQUIREMENTS:
(Related education and experience may be interchangeable on a year for year basis)
This knowledge and these skills are typically acquired through a high school diploma or equivalent. This knowledge and these abilities are typically acquired through two months of on-the-job training; or through related customer service work experience. Computer literacy with good oral and written English communication skills required. Excellent phone etiquette and guest relations skills are also required. Multi-lingual skills preferred.
ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):
- Must obtain and maintain all licenses / certifications per Federal, State, and Illinois Gaming Commission.
- Must successfully pass background check.
- Must successfully pass drug screening.
- Prior experience in the Gaming industry strongly preferred.
- Must be twenty-one (21) years of age.
- Must be able to work holidays and weekends, as well as flexible shifts.
KNOWLEDGE OF:
- Understanding of and experience in the propertys regional gaming market.
- Casino marketing functions including, but not limited to data base, advertising and branding.
- Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
- Pertinent federal, state, and local laws, codes, and regulations.
- Cash handling, marketing and sales techniques.
ABILITY TO:
- Ability to use card punch machine and slot card computer system in order to read and understand guest information, update guest records, and identify duplicate accounts.
- Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
- Routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
- Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
- Communicate clearly and concisely, both orally and in writing.
- Operate various types of office equipment.
- Establish and maintain effective working relationships with those contacted in the course of work.
- Be flexible to work varying shifts and time schedules as needed.
- This position spends time on the Casino floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.
Additional Details:
The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of team members assigned to this job. The Team Member understands that employment with the Company is at-will and that no express and/or implied contract of employment exists unless it is in writing and signed by the Department Head. The Team Member further understands that conditions may require the Company to modify this Job Description and that the Company reserves the right to exercise its discretion to make such changes.
Age Requirements:21+