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Customer Service Agent 

Category Marketing Development  


Provide the highest level of Guest service to best players of worth to Grand Casino and provide support services to Executive Hosts.


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.


  • 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.
  • Serve as the first point of telephone contact for Hosted Players.
  • Make good business decisions regarding service recovery including comping Hosted Players to levels required to ensure retention of their business.
  • Work closely with an Executive Host to ensure proper contacts are made with guests concerning future visits and reservations.
  • Be thoroughly knowledgeable of the gaming floor, its operation, all other amenities, promotions, concerts and events.
  • 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.
  • Under the mentorship of an Executive Host, make outbound calls to notify guests of upcoming events and encourage registration for events, hotel rooms, drawings, etc. and drive additional trips to the casino.
  • Assist with special mailers on behalf of Executive Hosts, such as birthday and anniversary greetings, monthly offer letters, etc.
  • 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.
  • Print comps quickly and efficiently within established guidelines as required.
  • Handle service recovery issues for Guests.
  • Updates Guest history information (notes) for future visits.
  • Be able to function well in a Team environment.
  • Issues Player's Club cards and promotes the program and related promotions.
  • Review correspondence, memos, forms, reports and other administrative duties.
  • Up-sell, promote and assist at all on-property special events, concerts, hotel and restaurant venues with guests, though suggestive selling techniques.
  • Other duties as assigned.

Position Requirements



Two (2) years experience in a hospitality/guest service position or an equivalent combination of education and experience required.

Applicant must have demonstrate experience in at least one category designated below and be able to explain that experience:

One (1) year commissioned/retail sales skills experience.

One (1) year call center experience.

One (1) year experience working with players club and players tracking program, or reservations or VIP Services.


Effective organizational, time management and teamwork skills required.

Ability to utilize computer programs in Microsoft Word, Excel, and Outlook.

Hotel reservation software experience preferred.

Full-Time/Part-Time Full-Time  
Shift -not applicable-  
Division Grand Casino Hinckley  
Close Date 1/27/2020  

This position is currently not accepting applications.

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