Job description
Ensures on floor VIP guest needs are being met and handled properly. Identify good and regular customers and provide a high standard of customer service to generate re-visitation of the customer. Builds a strong network/rapport with customers for acquisitions, growth, and retention. Anticipates customers’ needs and problems and resolves them immediately.
Finds valuable customers on the floor and ensures a high level of service is rendered. Reports any incidents to the Premium Services Shift Manager. Protects the confidentiality of all company files and documents under their immediate control. Acts in accordance with Solaire Resort and Casino policies and procedures without any intimidation to customers.
Notifies Shift Manager/Manager of any suspicious or unusual activity and/or transactions in a timely and responsible manner. Offers complimentary F&B Vouchers, Room Stays, Limousine Services, and other perks based on player gaming activity. Assist with Table, Slots & Salon reservations of on-floor VIP guests. Prepares and updates Arrivals and Departures of Players/ make reservations for hotel rooms/updates reservations of hotel rooms for players/players pick up or send off at player’s airport.
Record and update Player 360 system with all guests' interactions and preferences. Manages their TAT’s (Trackable Action Tasks). Invites and encourages potential players to participate in all promotions, events, tournaments and offers. Gathers feedback from patrons to enhance the development of new events and other incentives in the property and promote in-house programs and promotions, as well as help Event & Promotion in the execution of events & promotions.
Requirements
At least college level. At least 1 year of guest service experience in the casino industry. No Casino Gaming experience is also welcome.