Title:  VIP Services-Ex

JOB SUMMARY

SUMMARY

Oak Grove Racing, Gaming & Hotel (the “Property”) is a newer facility in a high traffic area in the heart of Oak Grove, Kentucky, and across the street from a large Army post, Ft. Campbell.  The Property is 10 miles from Clarksville, TN and less than 60 miles northwest of downtown Nashville, TN.

FUNCTION

The VIP Services will be responsible for developing and coordinating programs to attract VIP players and host such guests to ensure guest satisfaction and repeat visits.

#oakgrove

ESSENTIAL DUTIES AND RESPONSIBILITIES

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job with or without reasonable accommodations.  This list of duties and responsibilities is not intended to be all-inclusive, but a general illustration.  It may be expanded to include other duties and responsibilities deemed necessary.

• Develops new VIP players by fostering strong relationships through in-person interaction, player events, personalized notes, follow-up phone calls, email, etc.
• Manages guest requests and owns all issues, resolving them quickly and following up to ensure the guest’s satisfaction.
• Ensures all hosted guests stay informed of all events and promotions, using all channels of communication.
• Organize and execute special events and participate in telemarketing efforts to confirm attendance.
• Attend off-property functions as a representative of the company in order to entertain or assist guests as required.
• Contact guests by calling, writing, or making personal visits to increase trip frequency.
• Award customers complimentary gifts/tickets/etc. based on gaming activity and program guidelines.
• Ability and willingness to spend long periods of time during shift on the casino floor interacting with both return guests and searching for non-carded new players to sign-up for Player Rewards card.
• Ability to participate in the VIP Host on duty rotation, which will require after hours’ guest assistance and resolution. Also required to assist other departments with guest related issues or questions as needed.
• Other duties as assigned.

REQUIRED SKILLS AND ABILITIES

STANDARDS OF PERFORMANCE

• Must have a flexible schedule to fit business needs.
• Must be able to work in a fast paced environment while maintaining the utmost guest service.
• Emphasizes and embodies company mission of providing excitement and delivering excellent guest service.
• Support a work environment that promotes teamwork, integrity, respect, and performance feedback.
• Management abilities demonstrated in managing the VIP and premium players effectively.
• Responsible for maintaining accurate and thorough records and reports.
• Public relations and customer service skills.
• Maintaining interpersonal working relationships among all personnel.
• Maintaining strict confidentiality of guest information.
• Complete task in a timely manner and meets deadlines.
• Perform all job duties in a safe and responsible manner.

EDUCATION AND EXPERIENCE

EDUCATION, TRAINING, AND EXPERIENCE

• One to two years’ casino experience preferably with a 4-year degree in a related field of equivalent work experience.
• Knowledge of OASIS Player Tracking System, Microsoft Products.
• Able to obtain and maintain a valid Kentucky gaming/racing license

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.  The employee may also be required to lift, push, and pull up to 75lbs.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud. The employee is subjected to circulate throughout the assigned areas, including the smoking area, actively observing players and functioning of machines.