VIP Telemarketing Sales Host

Company Description

Boyd Gaming Corporation has been successful in gaming jurisdiction in which we operate in the United States and is one of the premier casino entertainment companies in the United States. Never content to rest upon our successes, we will continue to evolve and retain a position of leadership in our industry.

Our past success, our current business philosophies and our sound business planning, combine to position Boyd Gaming Corporation to maximize value for our shareholders, our team members and our communities.

Job Description

The VIP Telemarketing Sales Host is responsible for driving growth through targeted marketing initiatives with a primary focus on telemarketing within the Boyd Rewards database. This role involves building and nurturing strategic relationships with guests across multiple markets and will be responsible for driving business to assigned properties. The VIP Telemarketing Sales Host will convert sales and marketing efforts into driving casino trips while ensuring a seamless service experience in collaboration with casino property casino hosts and management teams. Success in this position requires a high level of motivation, attention to detail and skill in the planning, coordination, and execution of the guest experience. Candidates must have excellent verbal and written communication skills. The VIP Telemarketing Sales Host is accountable for meeting sales targets and service goals along with other key performance metrics.

• Responsible for maintaining, developing, and growing books of business through outbound calls, direct mail, telemarketing, e-mail, texts, and personal contact.
• Builds relationships with target guests through various systems and logs contacts in the designated CRM system.
• Handles and resolves guest inquires and addresses guest complaints in a timely, polite, and professional manner.
• Maintains high standards of courtesy, professionalism, and discretion in all communications to, about, or with customers including their arrangements and finances.
• Knowledgeable of all casino events, upcoming special events and promotions and entertainment across all Boyd Gaming properties.
• Must be familiar with all casino activities and exhibit expert knowledge of the Boyd Rewards loyalty program.
• Ensures guests are aware of events and supports execution through attendance and follow-up. Provides timely, accurate information.
• Effectively communicates department activities with other departments.
• Leverages property amenities/programs to targeted players.
• Arranges accommodations and amenities (i.e., shows, hotel, restaurant, and transportation, etc.).
• Provides complimentary items according to established guidelines and sound business practices.
• Utilizes casino systems for the purpose of tracking complimentary items to qualified guests based on comping guidelines.
• Responsible for itinerary fulfillment and making sure guest satisfaction is a priority.
• Collaborates with workgroups and all support departments to ensure player satisfaction.
• Follows up with guests after visits to ensure satisfaction and resolve any concerns.
• Work with internal teams to troubleshoot issues with online bookings and player account management. · Identifies methods to increase efficiencies. Quickly identifies problems and works towards creative solutions to improve service and the overall guest experience.
• Responsible for maintaining goodwill with all guests.
• Maintains confidentially of all players accounts.
• Maintains security and confidentiality of files, records, and lists.
• Works with team members to achieve common goals.
• Complies with state and local regulatory requirements.
• Perform other incidental and related duties as requested and assigned.
• Performs other duties as assigned by management

Qualifications

Educational or formal training requirements:

• BS in Business or Marketing preferred; significant recent and relevant work experience may be substituted

Experience: (amount and type or nature of experience)

• 2 years prior experience with casino and hotel, customer service, host or VIP guest experience
• Highly proficient with Microsoft Office
• CRM experience
• Comfortable selling and building relationship via verbal and written communications including email and text messaging
• Strong attention to detail, ability to identify critical issues and opportunities, evaluate options and suggest solutions

Other education, experience, skills, etc:

• Must be able to handle multiple projects and meet deadlines in a fast-paced environment
• Must be resourceful, organized and detail-oriented
• Must demonstrate ability to concentrate, analyze, and resolve complex problems
• Ab