FULL_TIME

FEED

UNKNOWN

Greet guests on phone and in person, establish rapport and provide excellent service by answering questions, resolving disputes and answering guest requests to encourage VIP growth. Know player preferences and provide personalized service; anticipate and provide for VIP guest needs in advance of request in conjunction with the Casino Host team.

DescriptionJob Overview: 4:30pm-1am (Shift subject to change based on business needs)It is the primary responsibility of the Casino Concierge to assist in the creation of guest loyalty by providing unparalleled guest service while enthusiastically promoting the Wind Creek Rewards program.  This position will ensure the delivery and execution of service excellence to internal and external guests and foster a culture that is passionate about delivering world-class guest service. All duties are performed in accordance with the departmental and property policies, practices, and procedures, as well as within the framework and intent of the Purpose.Purpose:Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.Value System:Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.Duties and Responsibilities:<ul><li>Greet guests on phone and in person, establish rapport and provide excellent service by answering questions, resolving disputes and answering guest requests to encourage VIP growth</li><li>Issue complimentaries based on specific casino guidelines for levels of play and as requested by Casino Marketing team and Management</li><li>Coordinate special requests and reservations as needed with Casino Marketing team, department representatives and outside vendors for VIP level guests</li><li>Utilize software applications/systems to maximum effectiveness</li><li>Assist in the execution of VIP promotions and special events; assist in the execution of floor promotions and special events as needed</li><li>Explain the advantages of rated play and encourage the use of the Wind Creek Rewards program; inform new prospects about Rewards benefits</li><li>Know player preferences and provide personalized service; anticipate and provide for VIP guest needs in advance of request in conjunction with the Casino Host team</li><li>Identify new VIP’s to the Casino Marketing team to assist in building relationships</li><li>Be a participating team member by providing input and suggestions, volunteering and being involved in projects, committees, and task forces</li><li>Be proactive with incidents and issues, ensuring resolution with team members and guests</li><li>Maintain high standards of courtesy, hospitality, friendliness and professionalism; consistently demonstrate superior guest service skills</li><li>Stay informed about all property and brand events, initiatives, and services</li><li>Adhere to regulatory, departmental and company policies in an ethical manner</li><li>Teamwork: Collaborates with Casino Marketing and all support departments to ensure player satisfaction.  Communicates relevant information to team members and management to maintain consistency</li><li>Maintains confidentiality of all player accounts and company information</li><li>Other duties as assigned</li></ul> Job Requirements: (please ensure you meet the listed requirements prior to applying) <ul><li>High School diploma or GED required or currently enrolled and successfully complete a GED program within six (6) months from start date as a condition of continued employment</li><li>Must be twenty-one (21) years of age or older</li><li>Bachelor’s Degree in related field- preferred</li><li>Six months working in a Casino environment– preferred</li><li>Must successfully pass job interview, including a guest service audition and obtain the “Gold Pass”– required</li><li>Working knowledge of Opera, CMP, or comparable programs– preferred</li><li>Working knowledge of MS Word, Excel, and Outlook or comparable programs– preferred</li><li>Two (2) years Casino Marketing or VIP Services experience– preferred</li><li>Experience in similar casino resort setting– preferred</li><li>Professional appearance is mandatory at all times</li><li>Must have great communication skills, verbal and written, and high energy</li><li>Ability to observe and recall details and effective decision-making, social and organizational skills.</li><li>Able to handle guest service issues in a professional manner in an effort to ensure future visits</li><li>Willing and able to work odd or irregular hours including nights, weekends, and holidays</li><li>Willing to travel and participate in training as recommended or required</li><li>Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position</li><li>Must have willingness and ability to work in a smoke/secondary smoke environment</li></ul> NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.

Wind Creek Hospitality

Casino Concierge

Blackjack

Casinos

Communication Skills

Corporate Policies

Customer Relations

Gaming

Marketing

Microsoft Excel

Microsoft Outlook

Microsoft Word

Organizational Skills

Presentation/Verbal Skills

Problem Solving Skills

Promotional Programs

Regulations

Service Delivery

Team Player

Willing to Travel

Writing Skills

Jobvite Talemetry Organic Easy Apply

Emotionally competent; able to effectively manage disruptive emotions and impulses; able to stay composed, positive, and unflappable even in trying moments while thinking clearly and remaining focused under pressure. Requires finger dexterity, grasping, writing, standing for long periods, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds.

SUMMARY: Appropriate checking in and checking out of guests and providing exceptional service to the guests in a courteous and professional manner.  Experience in Front Office, PBX, and Concierge preferred. Candidates must be able to work a flexible schedule including but not limited to: evening, weekends, and holidays. Candidate must possess excellent customer service skills and effective written and oral communication skills, also a working knowledge of computers and facsimile machines. Candidate should have the ability to multi task and the ability to handle stressful situations. Must be flexible to work in various capacities of the hotel. Professional Experience<ul><li>Preferably 1 year experience in hotel or customer service.</li></ul> Computer ExperienceProficiency in:<ul><li>Microsoft word</li><li>Excel</li><li>Powerpoint</li><li>Data entry</li><li>Database management systems</li></ul> Hotel Experience<ul><li>Able to provide exceptional customer service experience.</li><li>Be flexible and willing to perform other tasks as necessary or requested.</li></ul>Emotional Intelligence<ul><li>Emotionally competent; able to effectively manage disruptive emotions and impulses; able to stay composed, positive, and unflappable even in trying moments while thinking clearly and remaining focused under pressure</li><li>Engage every guest in conversation and recognition.</li><li>Resolve any guest issue immediately.</li><li>Promote the hotel by demonstrating high level of  positive attitude and energy to serve our guests.</li><li>Ability to anticipate guests needs.</li><li>Represents the hotel to the guest throughout all stages of the guest's stay.</li><li>Embraces and respects diversity and multicultural environment.</li></ul> Skills<ul><li>Excellent communication; orally and written.</li><li>Requires finger dexterity, grasping, writing, standing for long periods, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds</li><li>Able to stand, sit, and walk, for more than 4 hours</li></ul> Education<ul><li>Background screening for previous criminal history</li><li>At least high school diploma or G.E.D.</li></ul>The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. Any other task that you are asked to perform by your supervisor needs to be completed by you regardless of your job duties.

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