SPECIALIST - VIP

Overview

The incumbent in this position is responsible for the effective communication of the Unity players program and all offers available to Sacramento guests; determines whether minimum qualifications for complimentary services and/or goods have been met, informs guest of all aspects of Unity Rewards, property promotions, and promotes the Player’s Club program to guests on the Sacramento floor.  

Responsibilities

ESSENTIAL FUNCTIONS: (These functions are inteded as a general illuatriation of the work performed in this job classification and are not all inclusive for this position)   - Creates an atmosphere that induces guests to make Hard Rock Hotel & Casino Sacramento at Fire Mountain their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service. - Telemarket to mid-tier guests informing them of upcoming offers, shows and events. - Assist Sacramento Marketing hosts as requested including but not limited to, making reservations, securing show tickets, and booking events. - Provide and promote the highest level of guest service and outstanding guest relations, while maintaining confidentiality. - Work closely with the Sacramento Hosts, Slot Department, Food & Beverage Department, Facilities and Wardrobe Departments to address a variety of guest related issues. - Makes reservations for guest requests including meals, drinks, tickets, etc. - Be the subject matter expert in relation to all tiers of players in the Rock Star Rewards program.  Knowledge of requirements of playing to next tier and benefits of each tier is essential. - Handle Player’s Club promotions and redemptions as applicable and will generate comps. - Act as liaison between guest and management in relation to needs of guest complaints and concerns. - Utilize CMP system to perform guest transactions and administrative functions as needed. - Must be knowledgeable and provide answers to guests' questions including, but not limited to, special events on and off property, travel directions and restaurant information. - Complete “end of shift” report, including but not limited to calls made, contacts made, events booked, and success of bookings. - Attend and participate in meetings, completing follow-up as assigned. - Perform work regularly and predictably - Other duties as assigned.

Qualifications

EDUCATION AND /OR EXPERIENCE REQUIREMENTS: (Related education and experience may be interchangeable on a year for year basis)   This knowledge and these abilities are typically acquired through a high school diploma or equivalent and 1 year of customer service; or a combination of education and experience.  Computer literacy with excellent oral and written English communication skills required. Excellent phone etiquette and guest relations skills are also required. Multi-lingual, gaming, and marketing experience preferred.   ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc):   - Must obtain and maintain all licenses / certifications per Federal, State, and Gaming regulations. - Must successfully pass background check. - Must successfully pass drug screening. - Must be at least tweny-one (21) years of age.   KNOWLEDGE OF:   - Understanding of and experience in the property’s regional gaming market.  - Sacramento marketing functions including, but not limited to data base, advertising, promotions and branding.  - Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint. - Working knowledge of Ballys CMP, Aristocrat OASIS, or like software. - Pertinent federal, state, and local laws, codes, and regulations. - Cash handling, marketing and sales techniques.   ABILITY TO:   - Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience. - Routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals. - Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance. - Communicate clearly and concisely, both orally and in writing. - Participate in the development and administration of goals, objectives, and procedures. - Operate various types of office equipment. - Establish and maintain effective working relationships with those contacted in the course of work. - Be flexible to work varying shifts and time schedules as needed. - This position spends time on the Sacramento floor, and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.

Additional Details

Closing:

The Tribal Council gives first preference in all of its employment practices to members of the Enterprise Rancheria Tribe who meet the job requirements.