VIP Services Agent

VIP Services Agent

Our mission is to be Chicagoland's premier gaming and entertainment destination, celebrated for unparalleled hospitality and an unforgettable guest experience. We're not just a casino—we're a community where our team members thrive, with countless opportunities for career growth and a workplace culture centered on inclusivity and fun. As we continue to elevate our standards of excellence, we seek dynamic, coachable individuals who are passionate about hospitality and eager to grow with us.

At American Place Casino, every moment is crafted to delight, every opportunity is a pathway to success.

The VIP Service Agent is a high-energy, "guest-first" professional dedicated to providing a seamless, premium experience for American Place elite clientele. Positioned as a critical support layer for the Player Development team, this individual acts as a brand ambassador, ensuring that every guest interaction—whether in person or via telephone—is handled with absolute integrity and excellence. The ideal candidate will bridge the gap between administrative precision and high-touch relationship management.

As a VIP Service Agent, you are the heartbeat of the Player Development department. You will provide high-touch service to our most valued guests while ensuring the Casino Hosting team is supported with precision and professionalism.

• Elite Guest Engagement: Serve as the first point of contact for VIP guests at the American Place Casino host office and on the gaming floor, providing personalized greetings and information regarding exclusive promotions, loyalty programs, and upcoming events.
• Host Support & Coordination: Act as a direct liaison for the Casino Hosting team, assisting with guest check-ins, reservation requests, and the execution of personalized offerings to ensure a frictionless guest journey.
• Communication Excellence: Professionally manage high-volume inquiries via telephone and in-person "walk-ups," utilizing superior follow-through skills to resolve guest requests or escalate to the appropriate Host.
• Administrative Integrity: Maintain meticulous guest records and assist with the backend administrative duties of the Player Development department, ensuring all data entry and player tracking are handled with 100% accuracy.
• Brand Promotion: Proactively "sell" the American Place experience by educating guests on the benefits of our tiered programs and incentivizing return visits through knowledge of current property-wide offerings.

Host Liaison:
Act as the direct support arm for the Casino Hosting team, assisting with guest check-ins, issuing comps, and coordinating "unusual" or high-priority requests.

Inter-Departmental Coordination:
Collaborate with Hotel Front Desk, Table Games, Food & Beverage, and Slots to resolve guest issues and ensure standards are met property-wide.

Proactive Outreach:
Conduct telemarketing for events and surveys, and manage written communications for prospective and assigned VIP customers.

Utilize player tracking systems (SAMMS / OPTX) to manage Players Club accounts, update guest information, and maintain meticulous daily logs with 100% accuracy.

Maintain strict adherence to IGB regulations and internal controls; responsible for immediate reporting of any violations to the Agent on duty or Supervisor.

Effectively manage high-volume inquiries via telephone and walk-ups while simultaneously handling administrative data entry and event prep.

Communicates deficiencies to appropriate persons/departments in a timely manner.

Responsible for immediately informing on-site IGB Agent on duty, Security and Supervisor on Duty of any Internal Control or State Regulation violations related to gaming activity of which you commit, witness or become aware; must report pursuant to company Self-Reporting Policy.

Perform miscellaneous duties as assigned.

Completes paperwork as assigned including data entry and daily logs.

Assist with marketing promotions and other marketing events and activities as assigned.

High School diploma or GED

Experience

Required:

Prior customer service and/or casino industry experience. Sales, business management, operation, customer service, telemarketing, or casino industry experience preferred.

Ability to speak well and present information in a clear, concise manner; excellent customer service skills

Basic math and computer skills

Detail-oriented and organized. Knowledge in various computer programs including Microsoft Office (Word, Excel, etc.), GSuite (Google Sheets, Google Docs, etc.).Ex:
Computer literate (proficient in Microsoft Word and Excel)

Service quality characteristics including courtesy, promptness, professionalism, and confidentiality. Effective communication skills. Ability to effectively handle conflict. Professional appearance and presentation.

Available to work a flexible schedule (i.e., day, swing, grave, weekends, holidays, special events) and any other schedule as needed

Ability to handle high volume and stressful situations

Office/Casino environment that…