GENERAL SUMMARY

• Responsible for checking in and out procedures for group tours and charter busses coming to the casino. Builds strong relationships with guests to promote return trips to the casino. Rotate, as needed, through various Player Development positions including providing support for myViejas and signing guests up for myViejas cards at the desk and while they are playing on the casino floor utilizing preferred selling techniques. 

CORE SCOPE OF POSITION

• Develops relationship and interacts with guests to ensure favorable gaming experience with personalized guest service.
• Builds strong relationships with guests through specialized, personalized and preferential guest services.
• Provides timely response and resolution on guest inquiries and disputes/issues regarding player’s account, point discrepancies or related while ensuring guest satisfaction.
• Ensures guests receive prompt, efficient, and courteous service.
• Uses sales techniques to identify and cultivate relationships with Viejas players who have myViejas Club cards but not hosted and players without myViejas cards.
• Works closely with casino and slot personnel to determine valued guests and cater to them.
• Makes appropriate decisions regarding complimentary by evaluating the gaming activity of individual players such as recorded play, earned points, comp availability, and guest profitability.  
• Adheres to guest complimentary guidelines as defined by management.
• Energetically encourages guests to sign-up for myViejas cards while they are playing on the casino floor utilizing preferred selling techniques.
• Explains the myViejas in detail to all guests, including the benefits and function of the club card and how points are earned. Inputs and retrieves guest account information on the computer system accurately and expediently.
• Provides guests with accurate redemption information and issues appropriate redemption.
• Redeems vouchers for promotions.
• Greets and registers all bus tours upon arrival, including giving passengers welcome speech, checking for valid photo ID and myViejas card, explaining coupons and casino promotions, and distributing coupon books.
• Accurately records all bus information, date, time of arrival and departure, bus company name, driver’s name, number of guests, and bus license number.  Accurately records a “stay list” of guests who do not wish to ride back on the bus.  
• Communicates with myViejas Leadership to assist with problem resolution, service recovery or other.
• Assists Player Development staff in planning and promoting casino events, parties, promotions, tournaments and other functions to encourage players to make return visits to the casino.
• Maintains confidentiality of all players’ information.
• Places phone calls to guests with scripted information as assigned.
• Maintains all current player accounts by verifying that contact information is accurate to maintain the integrity of the database.
• Learns all facets of the required functions of player tracking system.  
• Maintains updated premium player preferences and contact information Via CRM.
• Generates revenue through development of accounts and utilizing current player database.
• Keeps current with all promotions and events in the casino, restaurants, outlet centers, and Viejas Enterprises.
• Demonstrates a complete understanding of all slot and table games and the myViejas Rewards program.
• Protects company assets and reports any fraudulent activity to Surveillance Department and myViejas Leadership.
• Partners with and assists other team members to promote an environment of teamwork and achieve common goals. 
• Complies with and follows company and departmental policies and standard operating procedures, applicable governmental laws and regulations.
• Ensures that a clean, safe, hazard-free work environment is maintained.
• Performs all other duties as assigned.

INTERACTION

• Interacts with internal and external guests with a positive attitude and professionalism at all times.

SUPERVISION

• Does not provide supervision to others.

Required Skills

KNOWLEDGE AND SKILLS

• Demonstrated strong customer service skills including enthusiastic, energetic, professional, friendly and courteous behavior at all times.
• Must be able to use a Player Tracking System to review guest accounts for gaming activity, promotions, redemption of promotions and coupons.
• Excellent verbal and written communication skills.
• Detail-oriented, organized, self-motivated, and values teamwork.
• Knowledge of basic computer skills including Microsoft Word and Excel.
• Ability to work in a fast paced environment.
• Ability to adjust to and manage change effectively.
• Must be dependable, timely and have high attention to detail.
• Must be flexible to work different shifts, evenings, and holidays. 

Required Experience

EDUCATION/CERTIFICATION

• High school diploma, vocational training or the equivalent experience.

EXPERIENCE

• 1 to 3 years related experience and/or training or equivalent combination of education and experience.
• Some sales experience preferred.
• Guest service experience preferred.