Guest Relations Host-rrcr

2 weeks ago

Richmond, British Columbia, Canada Great Canadian Full time

Position Summary

Duties and responsibilities for our next VIP Guest Relations Manager will include:

  • Greets guests and welcomes them to our VIP Rooms
  • Recognizes frequent guests and introduces them to VIP Guest Relations Manager (and/or Slots & Guest Services Management team) for them to check play and welcome our guests
  • Explains the benefits and privileges of using a player's card to VIP (Privé/Non-Privé) guests with a superior level of service excellence to reflect their value to the property across all department interactions including Gaming Operations, Cage, Guest Services, Hotel & Food & Beverage and Theatre
  • Informs qualified and potential players of the benefits of opting into the Slots Privé Program
  • Responsible for driving an increase in VIP carded play by promoting and signing up guests for applicable player rewards programs
  • Ensures that our VIP guests have the information necessary to contact any VIP Guest Relations Host or VIP Guest Relations Manager (GRM) for future needs
  • Interacts with VIP guests and gathers preferences and information to enable the team to provide these guests with personalized guest service
  • Assists the VIP GRMs by evaluating play and personally delivering comps and offers to these guests on behalf of River Rock Casino Resort in accordance with company policy/procedures and gaming regulations
  • Assists with the planning, coordinating, and executing of events (On site/Off site)
  • Assists our guests with their hotel, dining, entertainment needs, and other special arrangements (Works with applicable departments as needed)
  • Maintains knowledge of resort events, including but not limited to, casino promotions, hotel offerings, hotel occupancy status, shows, special events, etc.
  • Assists with hotel checkin/out if applicable; escorts guests to dining establishment when applicable
  • Ensures VIP data is registered in (Player's Portal) and the database is maintained, updated daily and utilized including capturing guest preferences and special events
  • Works with Operations Management and using Customer Relationship Management (CRM) tools, analyzes guest play to identify potential VIP players and makes sound decisions as per guidelines when awarding complimentary products/services
  • Works closely with the Operations Manager, VIP Guest Relations to develop strategies and tactics to drive the success of the property
  • Utilizes telemarketing and social networking skills to build relationships with guests
  • Ensures needs of our guests are met including but not limited to food & beverage, reserves, machine issues/requests, etc.
  • Liaises, communicates, develops and cultivates strong working relationship with all stakeholders
  • Ensures compliance with licensing laws, health and safety and other statutory regulations
  • Performs other duties as assigned or directed by Operations Manager, VIP Guest Relations
  • Post-Secondary education or suitable combination of education and experience an asset
  • Ability to exceed internal and external customer expectations through timely, effective and service oriented communication
  • Computer literacy in MS Office and Excel
  • Bi/Trilingual with an excellent command of Mandarin and/or Cantonese (read and write Simplified and/or Traditional Chinese) as well as English
  • Gaming industry experience an asset
  • Serving It Right Certification or the ability to achieve a Serving It Right Certification
  • Ability to successfully complete and passed the British Columbia Lottery Corporation's (BCLC) Appropriate Response Training (ART), BCLC's Privacy Awareness Training and BCLC's Anti-Money Laundering (AML) Training
  • A commitment to continually increase your knowledge of our products and services in order to offer exceptional experiences to our guests
  • A willingness to learn, develop and achieve new skills for personal and professional development
  • A passion for providing Great Experiences and Memories to our internal and external guests in the continual quest of achieving service excellence
  • Live GCE's Values on the job: Integrity, Team Engagement, Drive to Succeed, Service Excellence, and Citizenship

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