ESSENTIAL DUTIES AND RESPONSIBILITIES 

The following and other duties may be assigned as necessary: 

• Must be able to represent the company in a highly professional manner that conveys elegance, opulence, and polish. Professional attire and standard of appearance must be of the highest level in the company

• Demonstrates an upbeat and positive demeanor with all internal and external guests

• Assists in resolving guest opportunities, conflicts, and complaints on behalf of the company fairly and equitably

• Develops relationships with guests to grow the target base and increase company revenues by ensuring guest retention and repeat visits  

• Exercises discretion to provide guests with hospitality arrangements: rooms, food, beverages, and free play 

• Proactively seeks out new guests on the casino floor, introducing the benefits of and soliciting enrollment for the Sweetwater Rewards program 

• Highly knowledgeable of credit procedures. Encourages the use of credit and may extend lines of credit when appropriate

• Devotes significant time to being visible and available on the casino floor to meet and greet guests during individual visits and special events 

• Makes discretionary decisions relating to complimentary offers based on recorded play, earned points, comp availability, and guest profitability

• Utilizes telemarketing, correspondence, referrals, email, and events to solicit and grow the existing and recently acquired target group

• Achieves individual and departmental financial targets

• Develops in-house invitation lists for hosted events

• Enthusiastically supports, actively promotes, and demonstrates superior guest service by exceeding department and company standards 

• Attends and aids in the coordination of special events

• Utilizes CRM tools for tracking guest contacts, profile preferences, and tasks. Completes all CRM  task requirements promptly. Reviews all monthly metrics with management and sets quarterly goals 

• Develops and maintains technical skills to maximize the use of various casino management systems

• Establishes a direct line of communication with all service departments

• Monitors assigned guests’ visitation patterns and profitability

• Maintains the confidentiality of guest information, including but not limited to: name, address, contact information, level of play, wins, losses, the number of visits, etc

• Provides professional representation on behalf of the company at internal and external meetings as well as events

• Adheres to all corporate and local policies, procedures, and operating guidelines

• Responsible for ensuring compliance with all regulatory compliance within the area of responsibility and reporting potential issues to management

QUALIFICATION REQUIREMENTS  

An individual must be able to perform each essential duty satisfactorily for continued success. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions: 

• Must be at least 21 years of age

• Bachelor’s degree (B.A.) from four-year college or university; or minimum of five (5) years guest service experience and/or training; or equivalent combination of education and experience 

• Must have a minimum of one (1) year Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games 

• One (1) year of hosting experience with adequate guest following preferred

• Must have intermediate computer knowledge; MS Office (Word, Excel, and Outlook), ACSC preferred

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

• Ability to effectively present information and respond to questions from groups of managers, clients, guests, and the general public

• Must have the ability to interact with guests, staff, and colleagues and resolve problems and conflicts diplomatically and tactfully

•Must be able to maintain confidentiality and a high level of professionalism at all times

• Must have the ability to write reports and business correspondence

• Must possess excellent oral and written communication skills

• Must have the ability to identify problems, collect data, analyze, and draw valid conclusions

• Must have the ability to interpret a variety of instructions (i.e., written, oral, etc.)

• Ability to earn and maintain TiPS certification

SUPERVISORY RESPONSIBILITIES                   

This job does not have supervisory responsibilities.

LANGUAGE SKILLS 

Ability to read and interpret documents In English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

MATHEMATICAL SKILLS 

Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to perform these operations using units of American money and weight measurement, volume, and distance.  Must be able to efficiently and accurately count money and gaming chips and make a change. Possess the ability to operate an adding machine and have basic computer skills.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

Team members must be able to qualify for licenses and permits required by federal, state, and local regulations.

PHYSICAL DEMANDS  

The physical demands described here represent those that must be met by a team member to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The team member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

The team member must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 75 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here represent what a team member encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually very loud. Team member will be exposed to an environment containing unrestricted secondhand tobacco smoke.