POSITION SUMMARY
Responsible for providing outstanding guest service while supporting the Player Development team in building and maintaining relationships with casino guests. This position assists with VIP events, promotions, player communications, and guest recognition while helping identify opportunities to develop future premium players.
The successful candidate is outgoing, energetic, service-oriented, and enjoys creating memorable guest experiences that encourage loyalty and repeat visitation.
KEY RESPONSIBILITIES
The following statements are intended as an overview of key responsibilities of the work for this position and are not all inclusive:
Guest Service
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Build positive relationships with guests throughout the casino.
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Welcome guests and provide exceptional customer service during every interaction.
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Assist guests with questions, requests, and issue resolution.
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Recognize and acknowledge returning guests to create a personalized experience.
Player Development Support
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Assist Executive Casino Hosts and the Player Development Manager with guest communications and follow-up.
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Support VIP events, tournaments, promotions, and player appreciation activities.
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Help identify guests who may qualify for higher levels of player development.
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Assist with player enrollment and loyalty program education.
Event & Promotional Support
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Assist with executing casino promotions, giveaways, tournaments, concerts, and special events.
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Welcome VIP guests during promotional events and entertainment activities.
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Coordinate guest reservations and event logistics as assigned.
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Represent Cedar Crossing professionally during all guest interactions.
Administration
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Maintain accurate guest records and player notes within the casino management system.
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Assist with preparing reports, invitations, and player correspondence.
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Support departmental administrative functions as needed.
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Protect confidential guest information.
Compliance
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Ensure all guest interactions comply with company policies and gaming regulations.
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Promote responsible gaming practices.
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Maintain a professional appearance and positive attitude at all times.
Other Responsibilities
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Resolves problems that are within the position's scope of authority and recommends courses of action to resolve problems that are beyond the scope of authority to the position’s supervisor.
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Keeps position supervisor informed of relevant activities.
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Other duties as assigned.
EDUCATION AND EXPERIENCE
High school diploma or equivalent required. Previous customer service, hospitality, casino, sales, or guest relations experience preferred. Other combinations of education and experience may be considered. Outstanding interpersonal and communication skills. Positive, energetic, and professional demeanor. Must have working knowledge of Microsoft Office software programs or equivalent and/or menu-driven programs. Excellent customer services skills required.
SKILLS AND COMPETENCIES
Must have ability to:
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Communicate effectively with all levels of Team Members, guests and outside contacts.
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Strong leadership and team management skills.
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Excellent organizational and multitasking abilities.
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Ability to work in a fast-paced, high-pressure environment.
REGULATORY AND COMPLIANCE RESPONSIBILITIES
In addition to the other duties described herein, every Team Member has the following responsibilities related to compliance with laws and regulations:
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Attend required training sessions offered by the casino.
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Obtain and maintain required license(s).
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Perform the duties described in compliance with local laws and regulations.
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Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
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Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the team member’s department.
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Have knowledge of the Property’s programs to address problem gambling.
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Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with gaming regulations and Internal Controls.
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Take the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management.
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Report any acts of wrongdoing on behalf of any Team Member of which they have knowledge.
WORK ENVIRONMENT
Work effectively in a fast-paced environment.
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Move around all work areas effectively and efficiently.
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Work long hours, including nights, weekends and holidays.
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Work in an environment with moderate to loud noise levels, may be exposed to secondhand smoke and varied light levels, including flashing lights.
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Ability to stand, walk, bend for entire shift.
CERTIFICATES, LICENSES, AND REGISTRATIONS:
Iowa Racing & Gaming Commission License
Valid Driver’s License with a minimum of three (s) years driving experience
SUPERVISORY RESPONSIBILITIES
No supervisory responsibilities.
A review of this description has excluded the marginal functions of this job which are incidental to the performance of fundamental job duties. All duties or requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team Members will be expected to follow any other job-related instruction and to perform any other job-related duties requested by their supervisor. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.
