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VIP CONCIERGE
M11302
MK
ALPINE
CA
FLEX
32-40
None
Full Time
 
Hospitality
 
 
 
Job Description:
General Summary
Provides VIP High Limit guests with a world class gaming experience by greeting and attending to the requirements of the VIP Players and building strong relationships with guests through specialized, personalized and preferential guest service.
 
The Team Members are expected to perform the description below along with interacting with all guests in a welcoming, friendly, energetic and cheerful manner. Always greets the guest with a smile, works collaboratively with all Viejas Team Members to develop and maintain a positive relationship in delivering an unsurpassed experience at all times.

Core Scope
  
  • VIP Concierge – Works at the VIP Club desk or other VIP contact points.Responsible for greeting and attending to the requirements of VIP players. Builds strong relationships with guests through specialized, personalized and preferential guest services. Acts as a point of contact by providing personal attention to guest to ensure the quality of service provided to the guest is in accordance with the Company’s established operational/marketing strategies.Makes bookings, reservations and other requests for guests on and off property. Calls for shuttle, taxi, hotel reservations, etc… Attains personalized VIP guest information to assist the Player Development Hosts in guest service. May issue comps to guests within specific guidelines.
 
  • V-Club – Actively seeks guests that are not in the V Club utilizing strong sales ability to solicit the V Club rewards and sign up new members. Energetically encourages guests to sign-up for V club cards while they are playing on the casino floor utilizing preferred selling techniques. Explains the V Club in detail to all guests, including the benefits and function of the club card and how points are earned. Inputs and retrieves guest account information on the computer system accurately and expediently. Provides guests with accurate redemption information and issues appropriate redemption. Redeems vouchers for promotions. Will communicate with V Club Supervisor or other manager to assist with problem resolution, service recovery or other.
 
  • Guest Service –Welcomes and acknowledges all guests according to company standards; anticipates and addresses guests` service needs; and thanks guests with genuine appreciation. Answers telephone calls, responds to all guest requests, and follows through to assure satisfactory outcome and compliance. Responsible to assist seating VIP guests at The Buffet during peak hours as defined by the supervisor.
 
  • General Office and Special Projects –Assists player Development staff in planning and promoting casino events, parties, promotions, tournaments and other functions to encourage players to make return visits to the casino. Maintains confidentiality of all players’’ information. Places phone calls to guests with scripted information as assigned. Partners with and assists other team members to promote an environment of teamwork and achieve common goals. Follows company and departmental policies and standard operating procedures, and applicable governmental laws and regulations. Ensures that a clean, safe, hazard-free work environment is maintained.  Performs all other duties.

 
Job Complexity
  • Works on assignments that are routine in nature.
  • Normally receives instructions on all work.
  • Refers more complex issues to higher level.
Discretion
  • Under direct supervision, has little or no role in decision making.
  • Failure to follow directions may cause delays in schedules, loss of assets/money and loss of guests.
Interaction
  • Interacts with internal/external guests and peer groups.
Supervision
  • None
 
 
Job Requirements:
  
Education/ Certification
  • High school diploma or general education degree (GED).
Experience
  • 1 – 3 years of related experience and/or training.
  • Hotel/Guest service experience preferred.
Knowledge and Skills
  • Must have world class guest service skills.
  • Must be able to use a Player Tracking System to review guest accounts for gaming activity, promotions, redemption of promotions and coupons.
  • Knowledge of Microsoft Office.
  • Detail-oriented, organized, self-motivated, and values teamwork.
  • Ability to effectively communicate with guests and team members verbally or in written form.
  • Ability to multi-task and work in a fast-paced environment.
  • Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.
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