Casino Concierge

Description

Casino Concierge – Responsible for creating guest loyalty through unparalleled service and promotion of the Wind Creek Rewards program. Duties include delivering service excellence to internal and external guests while fostering a culture of world‑class service.

2:00 pm–10:30 pm & 3:00 pm–11:30 pm (Shift subject to change based on business needs)

Engage guests positively, providing an escape into a fantasy world of fun, chance, and possibility where everyone feels a sense of belonging and importance.

Commit to excellence, integrity, and customer focus while fairly recognizing contributions, fostering personal accountability, and growing opportunities for all.

• Greet guests on phone and in person, establish rapport, and provide excellent service by answering questions, resolving disputes, and addressing guest requests to encourage VIP growth.
• Issue complementaries based on casino guidelines 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 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 the use of the Wind Creek Rewards program; inform new prospects about Rewards benefits.
• Know player preferences and provide personalized service; anticipate and fulfill VIP guest needs in advance in conjunction with the Casino Host team.
• Identify new VIPs to the Casino Marketing team to build relationships.
• Contribute as a team member by volunteering, participating in projects, committees, and task forces.
• Proactively address 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 support departments to ensure player satisfaction; communicate relevant information to maintain consistency.
• Maintain confidentiality of all player accounts and company information.
• Perform other duties as assigned.

• High School diploma or GED required, or currently enrolled with the goal of completing a GED program within six months from start date as a condition of employment.
• Must be 21 years of age or older.
• Bachelor’s degree in a related field preferred.
• Six months of experience in a casino environment preferred.
• Must successfully pass a 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 years of 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.
• Strong observational skills, effective decision‑making, and social and organizational abilities.
• 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 or be able to obtain a Tribal Gaming License.
• Must be willing and able to work in a smoke/secondary smoke environment.

Native American Indian Preference in Hiring Policy shall be adhered to at all times.