SUMMARY:
Meets and greets guests of the casino and ensures that a high level of customer service is maintained in the VIP Lounge. Responsible to develop, reactivate and maintain strong personal relationships with high value guests. Must be knowledgeable of and be able to explain games offered by the casino as well as currently approved marketing promotions and programs. Must be knowledgeable of all hotel services and amenities. Provides customer service by providing food and drinks to guests of the Lounge. Provides comps to casino guests according to the approved internal controls.
ESSENTIAL DUTIES & RESPONSIBILITIES:
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Assist in the development of guest invitation lists for special events conducted by the BlueWater Resort & Casino.
- Maintains relationship with VIP guests and monitors and understands all aspects of play level, game preferences, dining and entertainment, amenities of preference to maximize repeat visits and play.
- Communicates both orally and in writing to current, new and past guests.
- Completes all required reports which includes player’s weekly activity report, dining, shows, etc.
- Conveys terms of Players Club Program and explains qualification requirements to prospective gaming guests.
- Identifies and initiates relationships with new guests for possible enrollment into the Players Club.
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Assists and makes reservation for guests for on and off property outlets.
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Capture Jackpot winner’s photo, using $1,200 as minimum, accompanied with media release form authorizing Marketing to use winner’s likeness.
- Identifies all pertinent information of Black, Platinum card holder, i.e., Birthday, Anniversary, Spouses Name, Taste in Food, Choice of Cigarette, etc.
- Oversees and greets active player(s) on the floor.
- Reviews all player arrivals thru Hotel Reservation System to insure room readiness and any amenities as well as provide a welcome gift.
- Distributes information for casino events.
- Tracks daily check-in volume.
- Suggests activities for guest entertainment.
- Request amenities from Room Service.
- Provide beverage service to coded players when necessary.
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Abide by all Arizona State Liquor Laws Title 4, and Colorado River Indian Tribes Alcohol Beverage Ordinance.
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Abide by Guest Service Agreement for BlueWater Resort & Casino.
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Responsible for cleaning and sanitizing their areas to create a safe and sanitary environment for internal and external guests.
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Performs all functions in accordance with Tribal, Federal, State Health & Safety Regulations, Gaming Regulations, and BlueWater Resort & Casino policies and procedures.
- All other duties as assigned (job description permitting), or as approved by the Tribal Gaming Agency.
KNOWLEDGE, SKILLS & ABILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. All Employees must be knowledgeable to all Company policies and procedures.
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Knowledgeable with Microsoft PC. Organizational skills.
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Knowledgeable in Word, Excel and Windows.
- Must be proficient in standard office procedures and equipment.
- Must possess strong customer service skills.
- Problem solving skills are much needed to clearly present ideas and findings to Supervisor and other departments.
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Analytical skills and good computer skills necessary.
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Excellent verbal skills, ability to be creative and innovative in guest satisfaction.
- Enjoys interacting with people and have the ability to make each guest feel welcome.
- Ability to resolve applicable guest concerns.
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Ability to work with minimal supervision is a must.
- Ability to multi-task, work under pressure and meet deadlines required.
QUALIFICATIONS & REQUIREMENTS:
- High school diploma or general education degree (GED).
- Must be 21 years of age and have a Valid Driver’s License.
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Must acquire and maintain a valid C.R.I.T Environmental Health Food Handlers Card, Alcohol Awareness Certification, Suspicious Activity and other required compliance trainings.
- Experience in the gaming industry preferred but not required.
- Service quality characteristics including courtesy, promptness, and professionalism.
- Must be able to adhere to all BlueWater Resort & Casino and CDC guidelines in regards to the wearing of PPE (including but not limited to a mask and gloves).
- Must attend in-house comprehensive cleaning and disinfecting training on COVID-19 and other infectious diseases.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to stand, move, and work throughout the office area and property, including walking up to 1 ½ mile, climbing stairs, and sitting at a desk/work station for the duration of the shift. Also may be subjected to a smoke filled environment. Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment.
WORK ENVIRONMENT:
Indoor office environment. This position regularly works indoors but occasionally work outdoors during events. The noise level in the work environment is generally quiet to moderate and may become excessively noisy at times. Position is in a fast-paced environment. Smoke filled environment at times. Will have contact with employees, external agencies and the public.
ACCESSIBILITY: Restricted
Disclaimer: The duties and responsibilities identified in this position description are illustrative only and are in no way intended to be a complete list of activities that may be required of an incumbent. The information contained in this job description is for compliance with the American Disabilities Act (ADA) and is not an exhaustive list of duties performed for this position. Additional duties are performed by the individual currently holding this position and additional duties may be assigned.
