International VIP Concierge

Full-Time

Rivers Casino Philadelphia 1001 N. Delaware Ave. Philadelphia, PA 19125, USA

Description

Summary: Provides exceptional service to all guests with a focus on VIP and international customers, providing multi-lingual service in line with customer needs.

Engagement Expectations:

We believe that team member engagement is the basis for a great culture and superior guest service. During every interaction, we display three behaviors:

• Smile, display energy and open body language
• Proactively greet team members and guests, initiating interaction to provide service
• Always use a positive parting remark to end the conversation

Essential Job Functions:

• Welcomes customers and provides an exceptional level of guest service.
• Responsible for ensuring the quality of High Limit and other gaming spaces in accordance with service goals and guest needs.
• Acts as liaison between Marketing and Food & Beverage departments to ensure the successful operation of key gaming areas.
• Facilitates new card sign ups and informs Rush Rewards members of benefits, contests and promotions.
• Issues VIP access cards and VIP parking cards under the direction of approved qualified guidelines set forth from management.
• Ability to extend complimentary services in accordance with the approved comp matrix.
• Responds to guest questions, issues and concerns in a courteous and professional manner.
• Communicates property knowledge, including but not limited, casino information, hours of operation, restaurants, marketing promotions, special events, amenities, etc.

• Communication liaison between Chinese, and/or other languages, and English speaking guests and employees. Advises of cultural requirements to executive staff.

• Participates in special events check-in process as needed.
• Complies with internal controls, standards and procedures.
• Performs all other duties as assigned.

Qualifications:

• Must be 18 years or older.
• High school diploma or general education degree (GED).
• Experience in a customer service environment.
• Excellent customer service and interpersonal skills.
• Ability to communicate with team members and guests.
• Ability to use basic computer software applications.
• Ability to learn Casino Management Systems and customer database platforms.
• Available to work flexible shifts, weekends and holidays.
• Ability to obtain and maintain all necessary licensing.

Physical and Mental Demands:

• Regularly required to walk, stand, see, talk and hear; use hands to finger, handle, or feel; reach with hands and arms.
• Frequently required to stoop, and kneel.
• Must occasionally lift and/or move up to 25 pounds.
• Ability to work in a noisy and smoky environment.