Guest Relations Host-rrcr

1 month ago

Richmond, Canada Great Canadian Full time

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

- Greets guests and welcomes them to our VIP Rooms
- Recognizes frequent guests and introduces them to the Executive Host 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 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 Executive Host 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 Executive Host 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 check-in/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, Player Development 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, Player Development
- 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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