VIP Services Host

*HOURS: * FULL & PART TIME POSITION(S); HOURS ARE AS SCHEDULED, MUST BE AVAILABLE TO WORK ALL SHIFTS, WEEKENDS AND HOLIDAYS *WAGE: *$15.00

*ESSENTIAL DUTIES AND RESPONSIBILITIES: *

VIP Services Host must maintain working knowledge of the day to day operation within the Island Club, Communicate closely with Island Club Supervisors, Coordinators and Hosts.

Assist with Island Club functions as requested by Island Club Supervisors or Coordinators.

Provide superior customer service to all gaming patrons to ensure a superior entertainment experience.

Develop a personal relationship with high level players and those that have potential of becoming a high level player by floor contact, keeping in touch by phone, letter and/or e-mail.

Maintain profiles of higher-level players to ensure all members of VIP Services staff know the players and how to serve them.

Maintain close communication with the Marketing Director, Players Service Manager, and Executive Host on the development needs of higher-level players.

Assist in development and implementation of incentives for higher-level players such as special services, outings and events.

Rate and track higher-level players for complimentary services. Prepare direct mail pieces and make offers to high end players to promote return visits.

Assist in maintaining database for higher-level players.

Extensive reporting and analyzing of high-level players to identify pursue and have day-to-day knowledge of player activity.

Complete on demand reporting requested by senior and upper management.

Receive and resolve customer complaints from the Gaming Facility.

Maintain knowledge of and promote all upcoming promotions and Casino events.

Reprint lost cards requested by the player/customer.

Edit existing player accounts with up-to-date personal information and demographics.

Adjust existing VIP Player accounts to reflect the correct level achieved and explain in detail level benefits and what is expected of the player to maintain levels or move up as well as the results of not maintaining current levels.

Report all duplicate accounts on merge sheets.

Prepare and fulfill all amenity requests for VIP Players as well as general customers.

Recognize VIP player birthday and anniversaries with the appropriate benefits entitled to the player utilizing Custom Point for cards.

Issue point redemption requested in VIP Services.

Issue drink coupons, ticket comps, meal comp and hotel comps within guidelines, to VIP gaming patrons as well as general customer as requested by gaming floor managers.

Maintain proper documentation and necessary information for proper reporting of VIP Players amenities to marketing management.

Maintain hotel reservations for VIP Players.

Check-In VIP guests for hotel reservation in VIP Services.

Order flowers and/or send card for VIP players or dedicated customers pertaining to death in the family, illness, etc.

Maintain a reasonable amount of floor time within a working shift. Administer services to VIP Players to enable customers to continue to game. The floor is monitored for possible high rollers as well as any special requests or questions that customers may approach a host with while gaming on the floor.

Work closely with other departments to assist in promotions, customer complaints or other duties requested by the department that entails delivery of customer service.

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