Overview POSITION SUMMARY: The incumbent in this position is responsible for the effective communication of the Player's Club program; determines whether minimum qualifications for complimentary services and/or goods have been met, informs guest of all aspects of Player's Club, and promotes the Player's Club program to guests on the casino floor. Responsibilities 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 Casino Rockford their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service. Service all customers at the customer service booths and VIP room; greet bus arrivals; conduct property tours; and assist in promotional events. Responsible for providing excellent guest service to mid and high-end guests by providing information pertaining to their comp limits, special services, and amenities available as well as any special targeted player events. Approve and issue limited comps to mid and high-end rated players based on established guidelines. Coordinate comp paperwork, including room, food and beverage, special events and transportation for Casino/Executive Host, VIP Services, and casino personnel. Coordinate reservation responses for special events and necessary accommodations for mid to high-end guests as requested. Handle difficult customer interactions and directs other customer disputes to the appropriate authority. Control and monitor access to VIP amenities by tracking each member's visit. Keep current with and can execute all player recognition programs (e.g., member card, cash back programs, comping, etc). Consistently display positive attitude and high service standards. Respond to customer and co-workers' inquiries in a prompt and courteous fashion. Perform data entry, documentation, inventory, and other administrative duties as assigned with accuracy, thoroughness, and speed. Adhere to all Company and departmental policies, procedures, and practices. Report all irregularities to the appropriate party. Adheres to all Illinois Gaming Regulations. NON-ESSENTIAL JOB FUNCTIONS Attend seminars when needed. KNOWLEDGE OF: Understanding of and experience in the property's regional gaming market. Casino marketing functions including, but not limited to data base, advertising 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. Pertinent federal, state, and local laws, codes, and regulations. Cash handling, marketing and sales techniques. ABILITY TO: Ability to use card punch machine and slot card computer system in order to read and understand guest information, update guest records, and identify duplicate accounts. 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. 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 Casino floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume. Qualifications EDUCATION AND /OR EXPERIENCE REQUIREMENTS: (Related education and experience may be interchangeable on a year for year basis) This knowledge and these skills are typically acquired through a high school diploma or equivalent. This knowledge and these abilities are typically acquired through two months of on-the-job training; or through related customer service work experience. Computer literacy with good oral and written English communication skills required. Excellent phone etiquette and guest relations skills are also required. Multi-lingual skills preferred. ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.): Must obtain and maintain all licenses / certifications per Federal, State, and Illinois Gaming Commission. Must successfully pass background check. Must successfully pass drug screening. Prior experience in the Gaming industry strongly preferred. Must be twenty-one (21) years of age. Must be able to work holidays and weekends, as well as flexible shifts. Additional Details Hard Rock Casino Rockford is an equal opportunity employer and does not discriminate because of race, color, religion, sex (including gender identity, sexual orientation, or pregnancy), national origin, age, disability, or genetic information. Any job posting or information about careers at Hard Rock Casino Rockford is from 815 Entertainment dba Hard Rock Casino Rockford and you will work for 815 Entertainment as your prospective employer. This means your application is submitted to and reviewed solely by this location, who will make any hiring decisions. If hired, 815 Entertainment dba Hard Rock Casino Rockford will be your employer and is alone responsible for any employment related matters. Age Requirements 21+