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DescriptionPOSITION SUMMARYThe VIP Services Representative is primarily responsible for communicating, and booking guests for our various VIP events and hotel rooms. Other responsibilities include providing professional, polished, and anticipatory guest service in all public and premium areas for all del Lago. This position reports directly to the Director of Player Development. The Representative will proactively greet and direct guests to designated VIP areas. All duties are to be performed in accordance with departmental standards.GENERAL ACCOUNTABILITIES
Responsible for protecting the integrity of the del Lago brand.
Maintain professional telephone etiquette
Book guests for hotel rooms and various shows and VIP events
Maintains a positive working relationship with all departments at del Lago.
Works hand in hand with our PBX call center and hotel
Answers phone inquiries in a pleasant and professional manner, taking messages and giving proper event/building related information as needed.
Assist in check in for various events, when needed.
Completes all assigned tasks within the guidelines & deadlines set by Director of Player Development
Maintains a fun, friendly, and safe environment in assigned sections.
Effectively and calmly interacts with irritated or emotional guests and employees
Communicates and makes recommendations to the Director of Player Development regarding issues that may require further attention
Perform all other job-related duties as requested
WORKING CONDITIONSMust have ability to:
Communicate effectively with all levels of Team Members, guests and outside contacts.
Work effectively in a fast paced environment.
Move around all work areas effectively and efficiently.
Work long hours, including nights, weekends and holidays.
Extended time seated as well as on your feet.
Must be able to lift 25 pounds.
JOB QUALIFICATIONS MINIMUM EMPLOYMENT REQUIREMENTS: Must be at least 18 years of age, proof of authorization/eligibility to work in the United States, High School Diploma or equivalent, ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form, interpersonal skills with focused attention to guest needs to deal effectively with all business contacts, maintain a professional, neat and well-groomed appearance adhering to del Lago appearance standards, work varied shifts, including weekends and holidays. SPECIFIC POSITION REQUIREMENTS: Prior customer service experience preferred. Must possess personal computer and data entry skills. Physical ability to access all areas of the property. Must be able to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors and outdoors, be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, and extreme weather conditions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.COMPLIANCE RESPONSIBILITIESIn addition to the other duties described herein, each and every Team Member has the following responsibilities related to compliance with laws and regulations:
Attend required training sessions offered by the casino.
Obtain required license(s).
Perform the duties described in compliance with local laws and regulations.
Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member’s department.
Have knowledge of the Property’s programs to address problem gambling.
Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with the state regulations and Systems of Internal Controls.
Takes the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management.
Reports any acts of wrongdoing on behalf of any Team Member that they have knowledge of.
Must be able to obtain a New York State Gaming License.
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