Duties and Responsibilities: 

• Responsible for building relationships and maintaining close ties with established patron base, as assigned in CMS system through personal contact on property and via phone. 
• Identify, cultivate and build loyalty among valued VIP patrons by developing relationships effectively utilizing marketing and upscale sales techniques. 
• Sign up new members and convert them to loyal patrons.
• Establish and maintain goodwill, relationships, utilize contact strategy through a variety of in-bound and out-bound channels; handles and resolves problems, questions, and/or concerns of targeted VIP patrons. 
• Arranges accommodations and amenities (i.e., shows, hotel, restaurant, and transportation) for patrons.
• Ensure the confidentially of all patron information including telemarketing lists.
• Ensures patrons are aware of events and supports execution through attendance and follow-up. 
• Maintains high standards of courtesy, professionalism and discretion in all communications to, about, or with customers including their arrangements and finances. 
• Issues new and replacement players club cards.
• Act as an intermediary in order to resolve any complaints concerning credit problems; work closely with cage/credit department to resolve any issues with patrons. 
• Provide necessary and/or requested tax information to guest at the beginning of the tax year.
• Increase profitability of casino revenues through established customer base, as assigned to host in CMS system.
• Increase rated play and Rush Rewards membership through on-casino-floor selling of card membership.
• Attends all tournaments and functions to interface with VIP guests and offer assistance whenever needed. 
• Handle patron requests and complaints as received. 
• Provides complimentaries according to established guidelines and sound business practices.
• Perform all duties and responsibilities associated with the Illinois Gaming Board Statewide Voluntary Self-Exclusion Program as described in Section A of the Rivers Casino – Des Plaines ICS.
• All other duties as assigned

Job Requirements:

• 4 years’ experience in casino gaming
• 2 years’ experience in marketing
  • Ability to communicate clearly and effectively in English, both in spoken and written form.
• Ability to communicate clearly and effectively in Mandarin or Cantonese or Vietnamese.
• Ability to think independently in making decisions to maximize customer service experience and program profitability
• Ability to effectively manage time and perform multiple tasks simultaneously
• Must have a systematic and process oriented mindset to ensure seamless end-to-end customer experiences
• Excellent interpersonal skills
• Excellent oral and written communication skills
• Excellent leadership/motivation skills
• Excellent knowledge in various computer programs including Microsoft Office (Word, Excel, etc.)
• Budget and mathematical skills
• Ability to communicate with team members and guests
• Ability to successfully fulfill the pre-employment process
• Ability to work flexible shifts and days of the week including holidays
• Ability to obtain and maintain all necessary licensing
• Frequent walking, standing, kneeling, twisting, bending and lifting

• Perks that Work!
  • Medical, Dental, Vision, and Life Insurance
  • 401K – 4% match to 5% Team Member Contribution
  • $1 Daily Meals
  • Earn up to 18 Days of Paid Time Off Your First Year 
  • Free Shuttle from Rosemont’s Blue Line Station
  • Free Parking On-Site
  • Rivers Casino Scholarship Program for Team Members and their Children/Grandchildren
  • Tuition Reimbursement 
  • Fitness/Gym Reimbursement
  • Community Volunteer Opportunities
  • Leadership Training & Career Advancement Programs
  • Team Member Exclusive Discounts