Casino Concierge

Description

Casino Concierge

Shift: 2:00 pm‑10:30 pm & 3:00 pm‑11:30 pm (subject to change based on business needs). Responsible for creating guest loyalty by providing unparalleled guest service and promoting the Wind Creek Rewards program. Deliver service excellence to internal and external guests and foster a culture passionate about world‑class guest service.

Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevate personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

• Greet guests on phone and in person, establish rapport and provide excellent service by answering questions, resolving disputes, and responding to guest requests to encourage VIP growth.
• Issue compliments based on casino guidelines for levels of play and as requested by Casino Marketing team and Management.
• Coordinate special requests and reservations with Casino Marketing team, department representatives, and outside vendors for VIP level guests.
• Utilize software applications/systems to maximum effectiveness.
• Assist in the execution of VIP promotions and special events; assist in floor promotions and special events as needed.
• Explain the advantages of rated play and encourage use of the Wind Creek Rewards program; inform new prospects about Rewards benefits.
• Know player preferences and provide personalized service; anticipate and provide for VIP guest needs in advance, in conjunction with the Casino Host team.
• Identify new VIPs to the Casino Marketing team to assist in building relationships.
• Be a participating team member by providing input and suggestions, volunteering, and being involved in projects, committees, and task forces.
• Be proactive with incidents and issues, ensuring resolution with team members and guests.
• Maintain high standards of courtesy, hospitality, friendliness, and professionalism; consistently demonstrate superior guest service skills.
• Stay informed about all property and brand events, initiatives, and services.
• Adhere to regulatory, departmental and company policies in an ethical manner.
• Collaborate with Casino Marketing and all support departments to ensure player satisfaction; communicate relevant information to team members and management to maintain consistency.
• Maintain confidentiality of all player accounts and company information.
• Other duties as assigned.

• High School diploma or GED required, or currently enrolled and expected to complete a GED program within six (6) months from start date.
• Must be twenty‑one (21) years of age or older.
• Bachelor’s Degree in related field - preferred.
• Six months working in a Casino environment - preferred.
• Must successfully pass job interview, including a guest service audition, and obtain the “Gold Pass” - required.
• Working knowledge of Opera, CMP, or comparable programs - preferred.
• Working knowledge of MS Word, Excel, and Outlook or comparable programs - preferred.
• Two (2) years Casino Marketing or VIP Services experience - preferred.
• Experience in a similar casino resort setting - preferred.
• Professional appearance mandatory at all times.
• Excellent verbal and written communication skills and high energy.
• Ability to observe, recall details, and make effective decisions with strong social and organizational skills.
• Ability to handle guest service issues professionally to encourage future visits.
• Willing and able to work odd or irregular hours including nights, weekends, and holidays.
• Willing to travel and participate in training as recommended or required.
• Must have a Tribal Gaming License (or ability to obtain/maintain a license).
• Must have willingness and ability to work in a smoke/secondary smoke environment.

NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES.

Complaints about the recruitment or selection process for employment should be directed in writing to the Office of the President and CEO of Wind Creek Hospitality.

Entry level

Full‑time

Other

Entertainment Providers