About this role
WHAT'S IN IT FOR YOU
- Competitive salary of $63,118- DOE with discretionary performance bonuses 2x a year!
- Fully paid medical, prescription drug, dental and vision coverage for you and competitive premiums for your dependents.
- Complimentary meals and covered team member parking.
- Employer-paid life insurance, long-term disability and accidental death and dismemberment coverage. Flexible Spending Account options for health care expenses.
- Company-paid gaming licenses (Class A & Class B)
- Variety of additional voluntary benefits and retirement plans
WHAT YOULL DO
- Be the face of MCR for new hires and team members; exemplify MCRs values and set a great example by always demonstrating excellent guest service and professionalism.
- Engage in proactive, targeted sales efforts to identify and enroll high-value gaming guests into the casino's Players Club, increasing the VIP and rated guest base.
- Build and sustain relationships with VIP clients, aiming to meet gaming revenue goals established by management. Act as a key point of contact, enhancing guests experiences through consistent engagement.
- Conduct regular check-ins with VIP clients via phone, email, or in-person meetings to ensure high satisfaction and retention.
- Set an example for the team by demonstrating premier guest service.
- Respond to guest inquiries promptly and provide thorough knowledge about the propertys events, amenities, and services.
- Organize and host both on-property and off-property events tailored to VIP clientele, ensuring a memorable guest experience.
- Coordinate out-of-state player development trips and host events, maintaining engagement remotely as needed.
- Manage and maintain VIP client accounts with detailed attention to preferences and historical data for personalized experiences.
- Utilize casino CRM systems to identify high-value clients and track interactions and outcomes of engagement efforts.
- Conduct targeted telemarketing campaigns to invite high-value clients to future events.
- Make informed decisions within casino guidelines regarding client comps, event invitations, and personalized offerings.
- Ensure all VIP requests for show tickets or event access are secured and communicated accurately.
- Work closely with Marketing, Gaming, and the Resorts teams to ensure consistent and high-quality service for VIP guests.
- Maintain professionalism and clear communication across teams to support seamless service for clients.
- Suggest and support new methods to enhance VIP services and contribute to creating a positive work environment for the team.
- Creates, maintains, and facilitates a positive and safe work environment; promotes positive team member relations and reports issues to the appropriate personnel.
- Perform additional tasks as required to ensure the overall success of each event, which may include supporting different events like trade shows.
WHAT YOULL BRING
- Bachelors degree in marketing, Business, Hospitality, or related field preferred. Equivalent relevant experience in a high-touch sales or service environment may be considered in lieu of degree.
- 4 years in gaming, hospitality, or account management specifically within guest service roles required. Prior experience with high-level client interaction and a track record of meeting or exceeding service expectations in a large casino or resort environment is preferred.
- 2 years of experience specifically as a casino host or in player development, focusing on VIP relationship management, event hosting, and direct client outreach.
- Demonstrable success in client acquisition, account management, or casino sales, with a track record of exceeding revenue targets.
- Proficiency with CRM systems used for tracking engagement, managing player accounts and optimizing sales strategies.
- Strong computer skills, particularly in Microsoft Office Suite, and an ability to navigate other role-specific software.
- Strong organizational and multitasking skills, especially in managing high-profile VIP events and guest interactions.
- A systematic, process-oriented approach to ensuring seamless guest experiences, tailored to the unique needs of high-value clients.
- Ability to obtain a Class IIIA gaming license.
HOW YOULL BE SUCCESSFUL
- Subject matter expert knowledge of cultivating, retaining, and growing relationships with both new and existing gaming guests to drive revenue and enhance client loyalty.
- Strong time-management abilities, with a talent for balancing multiple tasks while maintaining service quality.
- Solid understanding of CMP (or similar player tracking systems) for managing client data and insights to tailor service and engagement effectively.
- Experience with entertainment and ticketing software such as PCET, enabling smooth coordination of VIP event access and special requests.
- Advanced skills in Microsoft Office Suite and other relevant systems, ensuring efficient data management, reporting, and communication.
- Strong organizational skills with a systematic, detail-focused approach, ensuring an exceptional and seamless experience for VIP guests from start to finish.
- Ability to prioritize and handle multiple tasks effectively, balancing client needs, event coordination, and operational demands.
- Maintain a high level of composure in high-stress situations, while ensuring the utmost confidentiality with guest information and interactions.
- Exceptional verbal and written communication skills with fluency in English, that enhance guest relations and clearly convey the value of casino offerings and events.