Posting:

IN-HOUSE, ONLY MEMBERS OF THE SAGINAW CHIPPEWA INDIAN TRIBE OR CURRENT SELC/SECR EMPLOYEES MAY APPLY

Pay Rate:

$21.73

Position Summary:

Under the supervision of the Director of Guest Services/Marketing, responsible for promoting outstanding guest service and assisting in the daily operations of Promotions, Access Club, Player Development, and special events. Maintain presence during weekends and all holidays and schedule may rotate to any/all shifts and days off may vary based on business needs.

Essential Duties and Responsibilities:

Ensure productivity of the Guest Service/Marketing department by providing superior guest service and recognition to VIP players on the casino floor. Work with a hospitality database system such as CDS, Oasis & I24. Monitor and adjust performance to local competition. Coordinate all lodging, food, concerts, etc., for all high-end players and new guests. Cultivate new players by advising them of Access Club to ensure they are properly rated. Notify existing and new VIP players through telemarketing and letter writing about services available, promotional opportunities, and special events. Ensure compliance with the Soaring Eagle Gaming Properties System of Internal Controls - Complimentary. Solve guest complaints and problems to assure guest retention and repeat business; resolve conflict between other operating departments and guests while maintaining the integrity of Soaring Eagle Gaming Properties System of Internal Controls - Complimentaries. Review VIP activities and promotional status with Player Development Analyst and/or Director of Guest Services/Marketing. Assist in the daily operations of the Player Development and Guest Service/Marketing department that help to ensure customer loyalty and increased level of casino play. Remain available to all units in the Marketing Department to achieve promotion and event objectives. Assist in communicating logistical event information to appropriate casino and hotel units. Participate in an interdepartmental team approach for the delivery of special events and promotions. Work interdepartmentally to assist in the promotion and implementation of facility-wide events. Host all VIP events and assist in the implementation of special events and entertainment events, in the casino, hotel, and off-site. Complete the detailed work as required successfully coordinating and implementing events and promotions. Serve guests with an outgoing personality, excellent interpersonal, communication, and people skills. Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority. Must maintain strict confidentiality and present a positive, professional demeanor and image at all times. The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.

Contacts/Purpose of Contacts:

Contacts are with members of the immediate organization and members of the general public, mostly VIP guest base. Maintains professional contact with VIP guests to ensure their experience is positive and upholds the service excellence standards of Soaring Eagle Gaming Properties.

Minimum Qualifications:

High School Diploma or GED. Must be at least 18 years of age. Two years of casino or guest relations experience. Candidates must be able to pass a written general knowledge test about Soaring Eagle Gaming Properties with a 70%. Must be able to pass Microsoft Office applications test (Excel & Word and candidate will be tested). Must be able to obtain and maintain a gaming license to meet the employment eligibility requirements as they pertain to the position.

License, Certification, or Special Requirements:

Native American preference shall apply to all positions.

Knowledge, Skills, and Abilities:

Knowledge of the hotel and gaming division, its governing structure, and documents. Knowledge of customer service techniques. Knowledge of modern office practices, procedures, and equipment. Knowledge of business English, proper spelling, grammar, punctuation, and basic arithmetic. Knowledge of principles and practices of public relations, promotions, and marketing in a customer service-oriented Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and PowerPoint. Skill in preparing and analyzing reports. Ability to resolve guest Ability to write reports and business correspondence. Ability to apply basic mathematical skills. Ability to interpret a variety of instructions furnished in written and oral form. Ability to provide excellent guest Ability to exercise initiative and independent judgment. Ability to work all hours including weekends and holidays. Ability to communicate effectively both verbally and in writing. Ability to establish and maintain good working relationships with individuals of varying social and cultural backgrounds.

Physical Demands:

Frequent use of hands, wrists, fingers associated with computer operation. Frequent walking throughout casino and resort. Required to sit, stand and walk. Occasionally lift/move up to 25 pounds.

Work Environment:

Frequent walking and standing in a smoking environment and contact with the general public. Constant visual stimulation via neon lights on slot machines, repeatedly changing machine video screens, static or flashing signs throughout the casino, and constant machine and crowd noise. Extended hours and irregular shifts may be required. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.