DescriptionMajor Focus

This position will provide the highest level of customer service and will be responsible for the recognition and maintenance of VIP level patrons.

Essential Functions Initiates phone contact with premium patrons to drive trips. Resolves all high-end patrons' requests/disputes. Reconciles all comps outside of point redemption. Maintains a detailed record of premium patron comments. Handles all hotel upgrades for expected arrivals. Welcomes guests, provides exceptional customer service, encourages guests to enroll in the Capital Club. Develops relationships with VIP casino guests to ensure incremental visits. Coordinates complimentary, special services and hospitality for identified guests. Oversees, solicits and identifies new gaming guests for the players' club program. Meets and greets players on the casino floor, at special events and promotions. Responsible for the retention of existing guests. Arranges for special services related to top tier players. Answers all inquiries concerning the club and explains club benefits. Participates in various promotional programs and activities of the department as required. Promotes the use of the club cards by approaching customers on the casino floor that are currently not using the card. Provides assistance in the completion of the club application forms. Maintains familiarity with the IGS System. Attends marketing functions as appropriate. Greets jackpot winners and offers publicity. Interacts with the Marketing Dept in hosting special events for identified guests. Works safely, following all established safety rules and regulations Communicates effectively with co-workers, supervisors and guests Follows all relevant policies and procedures Additonal FunctionsPerforms other duties as assigned.Requirements/Education Bachelor's degree in Business or Marketing or equivalent work experience preferred. Skilled in English, Mandarin, Cantonese preferred Must possess sales management skills and be an expert in delivering customer service. Must possess superior communication skills Must be able to report to work on time as scheduled Must be able to work weekends, holidays and nights as needed Must be able to successfully pass a background check and receive a license from the DE Lottery Must present an overall professional appearance and report to work in appropriate attire Must have knowledge of all Windows based programs such as Word, Excel and Access.

The above description denotes some of the specific characteristics which are necessary to perform the principal functions of the job and are not intended to be a description of all the work requirements that may be inherent in the position.

Bally’s Dover is an equal opportunity employer.

Addendum To Job Description

These are physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or associate from the position. Upon request for a reasonable accommodation, the Company will review for reasonableness, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.

Physical Requirements

X

Seeing

Pushing / Pulling

Bend, stoop, kneel

Color Perception (Red /Green)

Climb, Ascend, Descend Stairs

Other (Specify: )

X

Hearing / Listening

Lift ( pounds)

X

Clear Speech

Carry ( pounds)

Touching

Drive (local / long distance)

Dexterity

X

Ability to Move Distances

Hand

Ability to Mount / Dismount (Forklift / Truck)

Finger

X

Ability to Sit / Stand for extended periods

Mental / Reasoning Requirements

Reading – Simple

Writing – Simple

X

Analysis / Comprehension

X

Reading – Complex

X

Writing – Complex

X

Judgment / Decision Making

Clerical

Basic Math Skills

Work Environment

X

Shift Work

Outside

Pressurized Equipment

X

Works Alone

Extreme Heat

Moving Objects

X

Works with Others

Extreme Cold

High Places

X

Verbal Contact with Others

X

Noise

Fumes / Odors

X

Face-to-Face Contact

Mechanical Equipment

Hazardous Materials

X

Inside

Electrical Equipment

Dirt / Dust

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.

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