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SalaryCommerce Casino is the world’s largest card casino offering more than 200 tables. Established in 1983, the casino values its staff of over 2,500 employees and is proud to be known as “Where the World Comes to Play.” Commerce Casino offers a comprehensive benefits package to include medical, dental, vision, life, flexible spending accounts, 401(k), vacation time, and much more!
OVERVIEW
This position is responsible for fostering loyalty to Commerce Casino among valued gaming customers by managing and cultivating relationships and effectively utilizing marketing techniques. This position aims to increase gaming revenue and profits by developing customer segments through increased visitation and consolidation. As the first line of contact, the purpose of this role is to build a long-lasting and meaningful relationship with each customer through a combination of in-person and phone call activities.
PRIMARY JOB FUNCTIONS
⦁ Evaluate players' casino activities to determine appropriate incentives, considering the authorized level of approved comps and allowances, including hotel accommodations, food and beverage, gaming chips, free play, discounts, and other direct offers and rewards.
⦁ Meet the targets or quotas set by management.
⦁ Contribute to maintaining and expanding the property's customer base by engaging with customers and cultivating relationships.
⦁ Ensure a personalized and exceptional experience for customers during their stay.
⦁ Maintain relationships with VIP players and targeted guests through personal contact via phone and in person, aiming to maximize gaming revenue goals set by the management team.
⦁ Anticipate guests' needs and quickly respond to guests' requests.
⦁ Effectively use telemarketing, mail, and other marketing techniques to increase visitation among target customers.
⦁ Make sound decisions in accordance with established guidelines.
⦁ Handle difficult guests and situations calmly, professionally, and prudently.
⦁ Resolve customer disputes and complaints to the satisfaction of the customer and the company.
⦁ Ensure up-to-date record-keeping for players’ feedback, interests, and preferences.
⦁ Act as a liaison with other departments in settling complaints.
⦁ Fully comply with all applicable rules, regulations, laws, and policies, and conduct oneself with the highest levels of integrity and honesty.
⦁ Safeguard highly confidential customer information, enforcing privacy policies in accordance with company standards.
⦁ Perform all other duties as assigned by Casino Management.
QUALIFICATIONS
Work Experience Required: Must have a minimum of 2 years guest services-related experience or 1 year working experience in the casino industry.
Education: College degree in Marketing, Hotel, or Business preferred but not required.
Knowledge Required: Proficiency in Microsoft Office is preferred but not required.
Language Required: Must be able to speak, read, write, and understand both English and a second language such as Mandarin, Cantonese, Korean, Vietnamese or Spanish.
OTHER REQUIREMENTS
⦁ Able to travel domestically or internationally if necessary to meet the existing customer base.
⦁ Excellent verbal and interpersonal skills.
⦁ Ability to stand and walk the entire shift excluding breaks and meal periods.
⦁ Able to lift over 25 lbs.
⦁ Must demonstrate positive/enthusiastic approach to all tasks.
⦁ Outstanding attendance/punctuality.
⦁ Must be able and willing to work a flexible schedule, to include evenings, weekends and holidays.
⦁ Must be clean, well-groomed, and have a professional appearance.
⦁ Must have a Gaming License (or the ability to obtain and maintain a license) as a requirement for this position.
