VIP HOST - PLAYER DEVELOPMENT - Hard Rock Hotel and Casino Atlantic City

Under the direction of the Player Development Manager, the incumbent will solicit and cultivate database segments in an effort to drive incremental revenue.

• Executing outbound sales calls in a polite manner with proper phone etiquette.
• Executing outbound sales calls with a through understanding of an individual’s available marketing offers and promotions
• Accurately document and process customer reservation requests for rooms, events, promotions, restaurants, spa and dining (list is not exhaustive)
• Ability to clearly explain specific marketing promotions, initiatives, and property amenities based on customer interest and needs
• Work directly with Player Development, National Marketing, Asian Marketing and general Marketing teams as needed to ensure a quality guest experience
• Personalize guest interactions to build rapport and loyalty
• Answer inbound customer inquiries using methods defined by management, as needed
• Ensure customer requests for reservations and other services are met and confirmed
• Senses and exploits upsell opportunities where appropriate, always attempting to cross-sell in cases when a specific request cannot be met
• Escalates complex and difficult situations to the Player Development Manager when they arise
• Must be prepared to handle, with composure and tact, a high volume of outbound repetitive customer interactions over the telephone in a sales-oriented environment
• Remain in a seated position for an entire shift executing outbound sales calls and completing reservation transactions which at times requires repetitive finger and wrist motion
• Must meet key performance indicators, such as phone calls, room bookings and other metrics as assigned
• Complies with all New Jersey regulatory requirements
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate managers of concerns and observations.
• Demonstrate actions and behaviors that reinforce the Company’s Mission and Values.
• Ensure prompt and discreet notification to managers and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
• Other duties as assigned.

• High School diploma or equivalent required
• Bachelors degree preferred, or combination of education and experience
• Previous experience with high volume calls/telemarketing preferred
• Proficient computer skills
• Experience in a hospitality (hotel/casino) a plus, specifically scheduling reservations

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