Job Description
The incumbent in this position is responsible for the effective communication of the Unity players program and all offers available to Sacramento guests; determines whether minimum qualifications for complimentary services and/or goods have been met, informs guest of all aspects of Unity Rewards, property promotions, and promotes the Players Club program to guests on the Sacramento floor.
This is an entry level salaried role for a telemarketer interested in getting to know our Vietnamese and Chinese guests, both in person and over the phone. This position is eligible for quarterly performance bonuses. Must be bilingual in Vietnamese, Cantonese, and/or Mandarin.
ESSENTIAL FUNCTIONS:
(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)
- Creates an atmosphere that induces guests to make Hard Rock Hotel & Casino Sacramento at Fire Mountain their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service.
- Makes outbound telemarketing calls to mid-tier guests informing them of upcoming offers, shows and events.
- Assists Sacramento Marketing Casino Hosts as requested including but not limited to, making reservations, securing show tickets, and booking events.
- Provides and promotes the highest level of guest service and outstanding guest relations, while maintaining confidentiality.
- Works closely with the Sacramento Casino Hosts, Slot Department, Food & Beverage Department, Facilities, Hotel, and HR departments to address a variety of guest related issues.
- Makes reservations for guest requests including meals, drinks, tickets, etc.
- Be the subject matter expert in relation to all tiers of players in the Unity Rewards program. Knowledge of requirements of playing to next tier and benefits of each tier is essential.
- Handles Players Club promotions and redemptions as applicable and will generate comps.
- Acts as liaison between guest and management in relation to needs of guest complaints and concerns.
- Utilizes CMP system to perform guest transactions and administrative functions as needed.
- Must be knowledgeable and provide answers to guests' questions including, but not limited to, special events on and off property, travel directions and restaurant information.
- Completes end of shift report, including but not limited to calls made, contacts made, events booked, and success of bookings.
- Attends and participates in meetings, completing follow-up as assigned.
- Performs work regularly and predictably.
- Cleans and sanitizes work and public spaces.
- Other duties as assigned.
EDUCATION AND /OR EXPERIENCE REQUIREMENTS:
(Related education and experience may be interchangeable on a year for year basis)
This knowledge and these abilities are typically acquired through a high school diploma or equivalent and one (1) year of customer service; or a combination of education and experience. Computer literacy with excellent oral and written English communication skills required. Excellent bilingual phone etiquette and guest relations skills are also required. Multi-lingual, gaming, and marketing experience preferred.
ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc):
- Must obtain and maintain all licenses / certifications per Federal, State, and Gaming regulations.
- Must successfully pass background check.
- Must successfully pass drug screening.
- Must be at least twenty-one (21) years of age.
KNOWLEDGE OF:
- Understanding of and experience in the propertys regional gaming market.
- Sacramento marketing functions including, but not limited to data base, advertising, promotions and branding.
- Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
- Working knowledge of Ballys, CMP, Aristocrat OASIS, or like software.
- Pertinent federal, state, and local laws, codes, and regulations.
- Cash handling, marketing and sales techniques.
ABILITY TO:
- Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
- Routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
- Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
- Communicate clearly and concisely, both orally and in writing.
- Participate in the development and administration of goals, objectives, and procedures.
- Operate various types of office equipment.
- Establish and maintain effective working relationships with those contacted in the course of work.
- Be flexible to work varying shifts and time schedules as needed.
- This position spends time on the Sacramento floor, and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.
Closing:
The Tribal Council gives first preference in all of its employment practices to members of the Enterprise Rancheria Tribe who meet the job requirements.
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Job Tags
Local area, Flexible hours, Shift work,