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Choctaw Nation of Oklahoma Call Center VIP Representative (Part-Time) in Durant, Oklahoma

Call Center VIP Representative (Part-Time)

Description

Job Purpose or Objective(s): The VIP Call Center Representative works closely with Casino Hosts and our Player Development teams to ensure the sustainability of our VIP clientele. The overall objective is to ensure all VIP calls are handled in a professional and courteous manager while providing quality service.

Primary Tasks :

  1. Craft the ultimate VIP experience by ensuring VIP guest reservations are complete and concise including, but not limited to, Hotel Reservations (Casino Rates, Direct Marketing, and Complimentary), VIP event RSVP’s. Restaurant Reservations, and Spa and Cabana Reservations.

  2. Maintain a work knowledge of availability, qualifying criteria, room rates, locations, package plans, special features, information on all outlets, hours or operations, and various local attractions, to provide a pro-active and unparalleled guest experience.

  3. Maintain a working knowledge of current service offerings, promotions, in-room offering, current product inventory levels, in-house activities or events, and travel conditions. Maintain awareness of departmental KPIs.

  4. Handle all VIP guest reservations including, but not limited to, Hotel Reservations (Casino Rates, Direct Marketing, and Complimentary), VIP event RSVP’s, Restaurant Reservations, and Spa and Cabana Reservations.

  5. Respond to guest’s requests, complaints, or inquiries courteously and promptly. Resolve all issues relevant to the guest experience and do what is necessary to ensure the issues are addressed to management in accordance with policy and procedures.

  6. Process guest compliments in accordance with casino guidelines.

  7. Update guest’s information accordingly where necessary and maintain the confidentiality of guest and departmental information.

  8. Screen all requests to speak directly with a Casino Host.

  9. Support and assist the Hotel/Casino, including, but not limited to, Casino Hosts, Player Development, Call Center, and the Front Desk with the above-mentioned responsibilities.

  10. Perform other duties as may be assigned.

Required Education, Skills and Experience:

MINIMUM

  • High School Diploma or GED

  • Excellent service, communication, and organizational skills

  • Effective prioritization skills

  • Objective analytical skills

  • Ability to interpret guests’ Casino value

  • Ability to handle sensitive information in a confidential manner

  • 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

TARGET

  • Associate Degree or equivalent combination of education and experience

  • Excellent service, communication, and organization skills

  • Effective prioritization skills

  • Objective analytical skills

  • Ability to interpret guests’ Casino value

  • Ability to handle sensitive information in a confidential manner

  • Ability to provide a luxury experience while engaging in every conversation with guests and associates

  • Two (2) years’ experience in VIP capacity in a high-volume luxury environment

  • Three (3) years’ experience in luxury hotel customer service environment

#LI-DNI

Job Gaming Operations

Primary Location OK-Durant

Work Locations Resort Services 2101 West Arkansas Street Durant 74701

Organization Gaming

Schedule Regular

Part-time

Evening Job

Job Posting 05/13/2022, 10:58:15 AM

Req ID: 22006352

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