Job Purpose or Objective(s): As a VIP Call Center Representative, you will work with Casino Hosts and our Player Development teams to ensure the sustainability of our VIP clientele. The objective is to ensure all VIP calls are handled respectfully while providing quality service. You will report to the Resort Services Shift Manager or Operations Manager.
Schedule: Reg/PT 12pm-7pm off Monday and Tuesday
Primary Tasks:
1. You will create the ultimate VIP experience by ensuring VIP guest reservations are complete and concise including-Hotel Reservations (Casino Rates, Direct Marketing, and Complimentary), VIP event RSVP’s. Restaurant Reservations, and Spa and Cabana Reservations.
2. Maintain a working knowledge of availability, qualifying criteria, room rates, locations, package plans, special features, information on all outlets, hours or operations, and multiple local attractions, to provide an unparalleled guest experience.
3. Maintain a working knowledge of current service offerings, promotions, in-room offering, current product inventory levels, in-house activities, events, and travel conditions. Maintain awareness of departmental goals.
4. Respond to guest’s requests, complaints, or inquiries promptly. Resolve all issues relevant to the guest experience to ensure the issues are addressed to management following policy and procedures.
5. Process guest compliments following casino guidelines.
6. Update guest’s information and maintain the confidentiality of guest and departmental information.
7. Screen all requests to speak directly with a Casino Host.
8. Support the Hotel/Casino, including Casino Hosts, Player Development, Call Center, and the Front Desk with the above-mentioned responsibilities.
9. Perform other responsibilities as assigned.
Job Requirements:
• Excellent customer service skills
• Manage several tasks simultaneously while meeting guest requests.
• Ability to interpret guests’ Casino value
• Ability to provide a luxury experience while engaging in every conversation with guests and associates
• One (1) year experience in a VIP capacity in a high-volume+ luxury environment
• Two (2) years’ experience in a luxury hotel customer service environment
About the Choctaw Nation
The Choctaw Nation is the third-largest Indian nation in the United States, with over 200,000 tribal members and more than 11,000 employees. The first tribe over the Trail of Tears, historic boundaries are in the southeast corner of Oklahoma. The Choctaw Nation's vision, "Living out the Chahta Spirit of faith, family and culture," is evident as it continues to focus on providing opportunities for growth and prosperity.
Benefits
Free gym membership Free access to employee health clinic Free lunch for casino & resort associates Earned wages access once per week for hourly Associates Pet insurance Paid vacation / sick time Medical / Dental / Vision 401(K) with company match College tuition reimbursement Short-term disability, long-term disability, and family leave Employee assistance program Employee prescription program CNO Paid Life Insurance Teladoc On Site Dental Clinics (Jet Dental) On Site Mammogram Services Free diabetes and hypertension monitoring benefit (Livongo) Accolade- Concierge Benefits Program Wellness Program that equals savings on health insurance cost (Virgin Pulse) Maternity Care Program (Benefits provided by the Choctaw Nation are based on employment classification)CNO was selected as a winner in both HRDUS' and Forbes' 2022 "Employer of Choice" competitions:
Choctaw Nation of Oklahoma received recognition as one of six Best Places to Work in the United States as selected by HRDUS Choctaw Casinos & Resorts received recognition from Forbes as a Best Employer for Diversity in the Travel & Leisure category. Forbes also recognized the Choctaw Casino and Resorts as one of America's Best Employers for New Graduates.#LI-onsite