Job description
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Provide support to Casino Marketing Operations and Executives to drive optimal customer experience and team alignment.
- Supervise and drive the casino customer experience by ensuring the resolution of all guest inquiries and concerns, including the resolution of escalated and complex inquiries, questions, and challenges from internal and external clients.
- Produce various reports, analyses, and recommendations to guide the Casino Marketing leadership teams.
- Actively manages all casino rooms/suites/luxury suite products and maintains constant communication with Revenue Management to lead decisions on forecasting casino rooms and inventory control.
- Provide information, support, and personalized service to all hotel services, entertainment options, local attractions, and activities to promptly respond to casino guests or executive inquiries utilizing a "one-call resolution" mentality.
- Maintains constant communication with Hotel front desk operations, VIP services, Players Club, and other departments as needed to maintain aligned and superior guest service.
- Facilitate all Casino Marketing Revisions and Traces for the team, and all event posting and outside show reservations.
- Research and resolve casino skilled accounts and express comp exceptions.
- Input room reservations and creation of guest itineraries for all Casino Guests and Hotel Executives as requested to include Limo, Dining, Show, Events, Golf, and other special requests as required.
- Posts high-end complimentaries to guest comp revenue accounts such as Aviation charges and bill-back tickets to these events to ensure accounts are aligned with gaming activity.
- Order supplies for the department as necessary.
- Perform other job-related duties as requested.
MINIMUM REQUIREMENTS:
- Two (2) years of Front Desk, VIP Services, Casino Marketing, or high-volume customer service experience.
- High School Diploma or equivalent.
PREFERRED:
- Supervisory experience over a department, system, budget, or project which demonstrates the ability to be responsible for and own a process.
- Bachelor's degree in a related field or equivalent work experience in the hospitality industry.
- Previous experience with developing procedures and conflict resolution processes.
- Previous experience working in a hospitality/resort setting.
CERTIFICATIONS, LICENSES, AND REGISTRATIONS:
- Gaming Registration is required.
- Proof of eligibility to work in the United States.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Excellent Customer Service skills.
- High attention to detail.
- Effective decision-making, social, and organizational skills.
- Excellent verbal and written communication skills including effective skills in English in both forms.
- Have collaborative and interpersonal skills to deal effectively with all business contacts.
- Professional appearance and demeanor.
- Able to work in a fast-paced, busy, and somewhat stressful environment while maintaining a proper mental attitude.
- Work varied shifts, including weekends and holidays
- Ability to deal effectively with guests, management, employees, and outside contacts while working under pressure.
- Working knowledge of Opera, Patron Management, and Microsoft Office.
WORKING CONDITIONS:
This is not intended to include every duty or responsibility of the job nor is it intended to be an all-inclusive list of the skills and abilities required to do this job.
This position may require strenuous physical activities and exposure to pipe, cigar, and/or cigarette smoking. An ability to work a flexible schedule, including extended hours, weekends, and holidays may also be required.
Physical/Sensory Requirements & Work Environment Form
This is a required checklist for attachment to Position Descriptions. It clarifies the smallest components of the mental and physical requirements of the job. Check all areas that are essential in performing the job, according to the essential functions section in the position description guidelines. Signatures are to be obtained at the time of the interview for the position.
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