Job Description

:River Rock is looking for a highly organized, detail-oriented individual to assist in the Player Development team and day-to-day activities of all high-limit rooms on a shift basis. The successful candidate will be responsible for networking with our VIP guests in conjunction with our Operations Managers to drive ultimate experiences and provide personalized service levels to enhance their loyalty, while ensuring adherence to all policies and procedures.Duties and responsibilities for our next VIP Guest Relations Host will include:

• Greets guests and welcomes them to our VIP Rooms
• Recognizes frequent guests and introduces them to the Executive Host for them to check play and welcome our guests
• Explains the benefits and privileges of using a player\'s card to VIP (Priv\xc3\xa9/Non-Priv\xc3\xa9) guests with a superior level of service excellence to reflect their value to the property across all department interactions including Gaming Operations, Cage, Guest Services, Hotel & Food & Beverage and Theatre
• Informs qualified and potential players of the benefits of opting into the Priv\xc3\xa9 Program
• Responsible for driving an increase in VIP carded play by promoting and signing up guests for applicable player rewards programs
• Ensures that our VIP guests have the information necessary to contact any VIP Guest Relations Host or Executive Host for future needs
• Interacts with VIP guests and gathers preferences and information to enable the team to provide these guests with personalized guest service
• Assists the Executive Host by evaluating play and personally delivering comps and offers to these guests on behalf of River Rock Casino Resort in accordance with company policy/procedures and gaming regulations
• Assists with the planning, coordinating, and executing of events (On site/Off site)
• Assists our guests with their hotel, dining, entertainment needs, and other special arrangements (Works with applicable departments as needed)
• Maintains knowledge of resort events, including but not limited to, casino promotions, hotel offerings, hotel occupancy status, shows, special events, etc.
• Assists with hotel check-in/out if applicable; escorts guests to dining establishment when applicable
• Ensures VIP data is registered in (Player\'s Portal) and the database is maintained, updated daily and utilized including capturing guest preferences and special events
• Works with Operations Management and using Customer Relationship Management (CRM) tools, analyzes guest play to identify potential VIP players and makes sound decisions as per guidelines when awarding complimentary products/services
• Works closely with the Operations Manager, Player Development to develop strategies and tactics to drive the success of the property
• Utilizes telemarketing and social networking skills to build relationships with guests
• Ensures needs of our guests are met including but not limited to food & beverage, reserves, machine issues/requests, etc.
• Liaises, communicates, develops and cultivates strong working relationship with all stakeholders
• Ensures compliance with licensing laws, health and safety and other statutory regulations
• Performs other duties as assigned or directed by Operations Manager, Player Development

Successful candidates will demonstrate the following qualifications:

• Post-Secondary education or suitable combination of education and experience an asset
• Ability to exceed internal and external customer expectations through timely, effective and service oriented communication
• Computer literacy in MS Office and Excel
• Bi/Trilingual with an excellent command of Mandarin and/or Cantonese (read and write Simplified and/or Traditional Chinese) as well as English
• Gaming industry experience an asset
• Serving It Right Certification or the ability to achieve a Serving It Right Certification
• Ability to successfully complete and passed the British Columbia Lottery Corporation\'s (BCLC) Appropriate Response Training (ART), BCLC\'s Privacy Awareness Training and BCLC\'s Anti-Money Laundering (AML) Training
• A commitment to continually increase your knowledge of our products and services in order to offer exceptional experiences to our guests
• A willingness to learn, develop and achieve new skills for personal and professional development
• A passion for providing Great Experiences and Memories to our internal and external guests in the continual quest of achieving service excellence
• Live GCE\'s Values on the job: Integrity, Team Engagement, Drive to Succeed, Service Excellence, and Citizenship

Candidates must be ready and willing to work a flexible schedule, including late nights, weekends, and holidays. The hours of work will be based on operational and business needs.About Us:GREAT ENTERTAINMENT. GREAT PEOPLE. GREAT INVESTMENT. GREAT CANADIAN.Since our inception in 1982, Great Canadian has grown to be one of the largest and most dynamic gaming and entertainment companies in Canada. With 25 properties across Ontario, British Columbia, Nova Scotia, and New Brunswick, our facilities include over 16,000 slot machines, 575 table games, 71 dining amenities and over 500 hotel rooms. Working closely alongside our crown agency partners, our team of 9,500 strive to offer the very best gaming, entertainment, dining, and hospitality experiences.Our Vision is to be the leading gaming, entertainment, and hospitality company in our chosen markets by providing superior entertainment value and exceptional experiences.Our Mission is to provide outstanding experiences to our guests, rewarding opportunities for our team, and superior value to our shareholders.What\'s in it for you?

• We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
• We provide you with the tools and technology needed to delight your clients!
• You\'ll get to work with and learn from diverse industry leaders, who have hailed from top organizations around the world.
• Freedom to Innovate: supports new and better ways to be successful.
• Be your Authentic Self: environment that values diversity as a source of strength.
• This isn\'t your typical "corporate" job. We work hard and we have fun!

The only thing we don\'t play games with\xe2\x80\xa6..is your career!Great Canadian Entertainment is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to employing a workforce that reflects the diversity of our communities in which we live and serve.Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.Please note that due to the volume of applications, only those under consideration will be contacted for an interview.Thank you for your interest in Great Canadian Entertainment!

Great Canadian Gaming