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VIP Marketing Services Agent

Act as a service representative to players with Diamond and Platinum Players’ Club cards.  Promote through discussion and answer questions concerning events and promotions.  Provide excellent customer service. Practices the Rising Star Core Values of Commitment, Integrity and Excellence. 

 

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 Windsor Lounge or other access-controlled areas.
  • Greets and provides personal attention to guests, particularly those utilizing the Windsor Lounge.
  • Provides promotional materials and/or explanation of services available upon request.
  • Utilizes ACSC system for guest service to include making Player’s 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, Player’s Club, Table Games, Food & Beverage) to provide highest levels of customer service.
  • Communicates and coordinates unusual needs/requests to Executive 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 Executive Casino Hosts, provides service to VIP guests in a prompt, professional manner.
  • Completes paperwork as assigned including data entry and daily logs

 

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.
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