Provide the highest level of Guest service to best players of worth to Grand Casino and provide support services to Executive Hosts.
MEETING PERFORMANCE EXPECTATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Responsibilities listed below are representative of the knowledge, skills and/or ability needed to effectively execute this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
ESSENTIAL DUTIES OF THE POSITION:
„h Provide the highest level of personalized attention to High End Guests when the Guest calls Grand Casino to either make room reservations, respond to invitations for events or functions (off and on property), or is seeking information, etc.
„h Serve as the first point of telephone contact for Hosted Players when Service Recovery issues arise. Make good business decisions regarding service recovery including comping Hosted Players to levels required to ensure retention of their business.
„h Staff the High Limit station as required.
„h Actively seek players of worth who are on the floor and who are not playing with a card through the use of Mariposa, and alert an Executive Host.
„h Be thoroughly knowledgeable of the gaming floor, its operation, all other amenities, promotions, concerts and events.
„h Track guest visits, arranges on-property accommodations and provide complimentaries using established guidelines as a basis for decision making, but with the flexibility to provide complimentaries that vary from those guidelines as required for business development.
„h Make outbound calls to notify guests of upcoming events and encourage registration for events, hotel rooms, drawings, etc. in drive additional trips to the casino.
„h Assist with special mailers on behalf of Executive Hosts, such as birthday and anniversary greetings, monthly offer letters, etc.
„h Alert Executive Hosts when specific players check in at the hotel, insert cards into machines or begin playing at tables, as requested by the Guest, or when Guest is a "no show" at hotel.
„h Print comps quickly and efficiently within established guidelines as required.
„h Responsible for outbound contacts (phone, email, etc.) designed to reactivate players.
„h Handle service recovery issues for Guests when an Executive Host is unavailable.
„h Updates Guest history information (notes) for future visits.
„h Be able to function well in a Team environment.
„h Issues Player's Club cards and promotes the program and related promotions.
„h Review correspondence, memos, forms, reports and other administrative duties related to enrollments and assigned lists.
„h Up-sell, promote and assist at all on-property special events, concerts, hotel and restaurant venues with guests, though suggestive selling techniques.
„h Other duties as assigned.
THE COMPANY REQUIRES EVERY ASSOCIATE TO:
„h Maintain a consistent and regular attendance record.
„h Encourage mutual respect among associates by setting positive examples.
„h Maintain a professional reputation in the company and community.
EDUCATION and/or EXPERIENCE:
„h High School Diploma, general education degree (GED) or ability to pass our Basic Skills Assessment; and
„h Two (2) years experience in a hospitality/guest service position or an equivalent combination of education and experience required. Applicant must have demonstrated experience in at least one category designated below and be able to explain that experience:
o One (1) year commissioned/retail sales skills experience.
o One (1) year call center experience.
o One (1) year experience working with players club and players tracking program, or reservations or VIP Services.
„h Effective organizational, time management and teamwork skills required.
„h Ability to utilize computer programs in Microsoft Word, Excel, and Outlook. Hotel reservation software experience preferred.
„h Must be able to pass company pre-employment Drug and Alcohol test.
„h Must be able to secure license from Gaming Regulatory Authority.
„h Mille Lacs Band Member and American Indian preference will be exercised in the hiring process.
„h Responsible for following all relevant DGR's.
„h Must possess excellent verbal and written communication skills.
„h Must be able to effectively communicate in one-on-one, small group situations, and to moderate-sized gatherings of associates, executives and/or community leaders.
„h Must be able to add, subtract, multiply and divide in all units of measure, using whole numbers, percentages, common fractions, and decimals, and work with mathematical concepts such as statistical inference.
„h Must be able to apply common sense understanding to a variety of situations, in order to collect data, analyze facts, and determine appropriate response.
While performing the duties of this job, the associate is regularly required to:
„h Talk and hear;
„h See and adjust focus to include close, distance, depth, and peripheral vision;
„h Stand, walk, run, sit, balance, stoop, kneel, climb, crouch, and/or crawl;
„h Handle objects, tools, and controls; reach with arms and hands.
„h Lift and/or move objects weighing up to fifty (50) pounds.
While performing the duties of this job, the associate is regularly exposed to:
„h A low-to-moderate noise level (offices).
„h A moderate-to-loud noise level (public areas).
„h Second-hand cigarette/cigar smoke.