Position Summary

The purpose of this position is to staff the VIP lounge receptionist area, assuring that only authorized players and their guests are admitted and their needs are met.  It is also to provide administrative and operational support for the Player Development Team.

Supervision Exercised

Reports to the Player Development Manager.

Major Duties And Responsibilities

1. Provides VIP Players the highest quality of customer service in a fast, friendly and timely manner.
2. Coordinates and follows up on comp and resort point paperwork including room, food and beverage, show, retail and transportation requests for Casino Hosts and Player Development Manager.
3. Processes all resort point paperwork relating to direct mail hotel offers in an efficient manner and with less than 1% exception rate.
4. Coordinates RSVP responses for mid to high end customers' special events and necessary accommodations.
5. Determines access to VIP lounge based on Player’s Club Rating in a courteous and compassionate approach and assists Casino Hosts in recommending potential guests for consideration into the VIP Lounge.
6. Performs general duties including phone, and computer terminal data entry.  Ensures initial guest contact is courteous, informative, and thorough.
7. Promotes Peak Rewards registration and membership towards high-limit gaming patrons.
8. Able to form positive relationships with guests to communicate player tier level and amenities information.
9. This position must possess skills as a problem solver in stressful situations as well as being task oriented with multiple responsibilities.
10. Acts as a role model and presents oneself as a credit to Sandia Resort & Casino and encourages others to do the same.
11. Adheres to all department/company policies and procedures.
12. Maintains upbeat, positive attitude, friendly and helpful demeanor, positive energy and enthusiasm from one interaction to the next.
13. Utilizes smiles and frequent eye contact and friendly tone of voice to project warmth and friendliness.
14. Other duties as assigned.

Knowledge, Skills And Abilities

1. Must have excellent telephone skills.
2. Must have excellent verbal and written communication skills.
3. Knowledge of computer programs such as Konami Player Tracking System (KCMS), Word, and Excel.
4. Thorough knowledge of internal marketing department SOP’s &IC’s.
5. Must have the ability to handle multiple tasks.
6. Ability to work all and varying shifts on all days of the week and holidays.  Able to change schedule with short notice.
7. Is able to work in smoke filled environment, and is able to sit and stand for prolonged periods of time.

Minimum Qualifications, Education And Experience

Required

1. High School Diploma, GED Certification or equivalent.
2. Two (2) years’ experience in Casino or customer service related operations.  
3. Must possess and maintain a valid, unrestricted New Mexico Driver’s License.

Licensing Status

1. Must be able to obtain and maintain the required STGC Gaming License.
2. Will require a post-offer, pre-employment and random drug screening.