VIP Services Agent

Essential Job Functions: 

• Build relationships with players of $150.00 to $300 ADT that are assigned.


• Responsible for telemarketing of guests for events, surveys and miscellaneous customer contact.


• Provide written communications for various player development activities associated with assigned customers or prospective customers.


• Verifies status of guests seeking access to Diamond Lounge or other access-controlled areas.


• Greets and provides personal attention to guests, particularly those utilizing the Diamond Lounge.


• Provides promotional materials and/or explanation of services available upon request.


• Utilizes SYNKROS system for guest service to include making Rising Star VIP Club Cards, checking Card status at guests’ request, issuing comps, or updating guest account information as appropriate.


• Acts as liaison between Player Development and other areas (e.g. Hotel Front desk/Reservations, Rising Star VIP Club, Table Games, Food & Beverage) to provide highest levels of customer service.


• Communicates and coordinates unusual needs/requests to Casino Hosts.


• Ensures amenities and services are available to guests according to standards.


• Facilitates dinner arrangements and reservations.


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


• Answers telephones according to department standards to ensure guest requests are handled promptly. .


• Provide service to internal and external customers which reflects the company culture of Satisfaction, Togetherness, Appreciation and Recognition. (S.T.A.R.)


• Responsible for immediately informing on-site IGC 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.

Other Job Functions: 

• Perform miscellaneous duties as assigned


• In cooperation with Casino Hosts, provides service to VIP guests in a prompt, professional manner.


• Completes paperwork as assigned including data entry and daily logs


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

Job Qualifications:

• Experience Required: Prior customer service and/or casino industry experience.


• Education Required: High school diploma or equivalent.


• Skills, Knowledge and/or Abilities Required: Ability to speak well and present information in a clear, concise manner; excellent customer service skills; basic computer skills; detail-oriented and organized.


• Licenses, Certifications, Bonding, and/or Testing Required: Must be able to obtain an Indiana Gaming Commission Occupational License - Level 2.


• Other Specialized Requirements: Service quality characteristics including courtesy, promptness, professionalism, and confidentiality.  Effective communication skills.  Ability to effectively handle conflict.  Professional appearance and presentation.  Able to work a flexible schedule.