VIP Relationship Executive

Description

Summary

• The VIP Relationship Executive  is a hybrid role designed for a high-energy individual who can build genuine relationships with our most loyal guests while simultaneously ensuring our floor promotions and special events run flawlessly. You will spend your time both on the gaming floor engaging with players and "behind the scenes" coordinating the logistics that make our promotions successful.

Responsibilities

• Supports the Casino Hosts in establishing and maintaining strong relationships with Advantage players through personalized interactions and excellent guest service.
• Anticipate and fulfill the needs and preferences of players to enhance their overall experience at the casino. 
• Utilize QCI Host tool to track activity and player development.
• Act as a point of contact for VIP players, addressing their inquiries, requests and concerns promptly and professionally.
• Build, configure, and test all promotional offers and electronic drawings within the Trilogy and Synkros system.
• Assist the Marketing team in the physical setup and execution of all floor promotions, drawings, and tournaments. 
• Manage the administrative side of promotions and drawings, including verifying winner eligibility, processing paperwork, and ensuring regulatory compliance.
• Develop strategies to retain and increase the loyalty of high-value players.
• Promptly respond to special requests, inquiries and guest complaints in a calm, efficient and courteous manner.
• Utilize all data analysis regarding Free Play, Comps, promotion participation and ROI to make necessary adjustments to meet operational goals.
• Resolve conflicts or concerns raised by players, working closely with other departments to ensure timely and satisfactory resolutions.
• Document and report player feedback to management for continuous improvement.
• Adhere to all gaming regulations and ensure that player interactions comply with the casino's policies and procedures.
• Cover shifts in The Club as needed.

Note

This description incorporates the most typical duties performed. It is recognized that other duties not specifically mentioned may also be performed. The inclusion of these duties would not alter the overall evaluation of the position.

If none of the applicants should meet the stated qualifications, applicants whose education and experience are less than the stated requirements, may be interviewed and hired provided the applicant hired submits a formal written training plan within (30) thirty days which can be completed within a reasonable time agreed upon by the supervisor and the applicant. Applicants who are hired and fail to meet the agreed upon formal training program, will be discharged upon failure to complete the specified training as so scheduled.

Indian Preference Policy

Preference in filling vacancies is given to qualified Indian candidates in accordance with Tribal Law. Verification must be submitted with this application, if claiming Indian Preference. Consideration will be given to non-Indian applicants in the absence of qualified Indian Preference eligible candidates.

Equal Opportunity Employer

Within the scope of Indian Preference, all candidates will receive consideration without regard to race, color, sex, religion, national origin, or other non-merit factors.

Requirements

Skills/Abilities

• Excellent communication and presentation skills.
• Strong guest service and interpersonal skills.
• Strong sense of urgency and ability to thrive in fast-paced environment.
• Strong organizational skills; must be able to multitask.
• Proficiency in Microsoft Word and Outlook.
• Bilingual (Spanish and English).
• Comfortable in front of camera (video and still).

Qualifications/Education/Experience

• Must be 21 years of age or older.
• High School diploma.
• 2 or more years of experience in a customer service or hospitality role, preferably within the gaming or entertainment industry. 
• Knowledge of casino operations, games, and player tracking systems is preferred.
• Must be able to successfully pass a pre-employment drug screen and background investigation.
• Must be able to obtain and retain a gaming license through the Augustine Gaming Commission.

Physical Demands/Work Environment

• Must be comfortable working in front of a computer as well as spending long periods of time on your feet on the casino floor.
• Must be able to lift and periodically carry up to 25 lbs.