VIP Services Agent

Who WE are:

Our mission is to be Chicagoland’s premier gaming and entertainment destination, celebrated for unparalleled hospitality and an unforgettable guest experience. We’re not just a casino—we’re a community where our team members thrive, with countless opportunities for career growth and a workplace culture centered on inclusivity and fun. As we continue to elevate our standards of excellence, we seek dynamic, coachable individuals who are passionate about hospitality and eager to grow with us. At American Place Casino, every moment is crafted to delight, every opportunity is a pathway to success.

Who WE are looking for:

The VIP Service Agent is a high-energy, "guest-first" professional dedicated to providing a seamless, premium experience for American Place elite clientele. Positioned as a critical support layer for the Player Development team, this individual acts as a brand ambassador, ensuring that every guest interaction—whether in person or via telephone—is handled with absolute integrity and excellence. The ideal candidate will bridge the gap between administrative precision and high-touch relationship management.

Job titles similar to this role include:

• Guest Experience Specialist

• Customer Service Representative

What is Expected of YOU

As a VIP Service Agent, you are the heartbeat of the Player Development department. You will provide high-touch service to our most valued guests while ensuring the Casino Hosting team is supported with precision and professionalism.

• Elite Guest Engagement: Serve as the first point of contact for VIP guests at the American Place Casino host office and on the gaming floor, providing personalized greetings and information regarding exclusive promotions, loyalty programs, and upcoming events.

• Host Support & Coordination: Act as a direct liaison for the Casino Hosting team, assisting with guest check-ins, reservation requests, and the execution of personalized offerings to ensure a frictionless guest journey.

• Communication Excellence: Professionally manage high-volume inquiries via telephone and in-person "walk-ups," utilizing superior follow-through skills to resolve guest requests or escalate to the appropriate Host.

• Administrative Integrity: Maintain meticulous guest records and assist with the backend administrative duties of the Player Development department, ensuring all data entry and player tracking are handled with 100% accuracy.

• Brand Promotion: Proactively "sell" the American Place experience by educating guests on the benefits of our tiered programs and incentivizing return visits through knowledge of current property-wide offerings.

Operational & Host Support

• Host Liaison: Act as the direct support arm for the Casino Hosting team, assisting with guest check-ins, issuing comps, and coordinating "unusual" or high-priority requests.

• Inter-Departmental Coordination: Collaborate with Hotel Front Desk, Table Games, Food & Beverage, and Slots to resolve guest issues and ensure standards are met property-wide.

• Proactive Outreach: Conduct telemarketing for events and surveys, and manage written communications for prospective and assigned VIP customers.

Administrative Excellence & Compliance

• Data Integrity: Utilize player tracking systems (SAMMS / OPTX) to manage Players Club accounts, update guest information, and maintain meticulous daily logs with 100% accuracy.

• Regulatory Stewardship: Maintain strict adherence to IGB regulations and internal controls; responsible for immediate reporting of any violations to the Agent on duty or Supervisor.

• Multitasking Mastery: Effectively manage high-volume inquiries via telephone and walk-ups while simultaneously handling administrative data entry and event prep.

Additional Responsibilities

• Communicates deficiencies to appropriate persons/departments in a timely manner.

• Responsible for immediately informing on-site IGB Agent on duty, Security and Supervisor on Duty of any Internal Control or State Regulation violations related to gaming activity of which you commit, witness or become aware; must report pursuant to company Self-Reporting Policy.

• Perform miscellaneous duties as assigned.

• Completes paperwork as assigned including data entry and daily logs.

• Assist with marketing promotions and other marketing events and activities as assigned.

Experience YOU will need:

• High School diploma or GED

• Experience Required: Prior customer service and/or casino industry experience. Sales, business management, operation, customer service, telemarketing, or casino industry experience preferred.

• Skills, Knowledge and/or Abilities Required: Ability to speak well and present information in a clear, concise manner; excellent customer service skills

• Basic math and computer skills

• Detail-oriented and organized. Knowledge in various computer programs including Microsoft Office (Word, Excel, etc.), GSuite (Google Sheets, Google Docs, etc.).Ex: Computer literate (proficient in Microsoft Word and Excel)

• Other Specialized Requirements: Service quality characteristics including courtesy, promptness, professionalism, and confidentiality. Effective communication skills. Ability to effectively handle conflict. Professional appearance and presentation.

• Available to work a flexible schedule (i.e., day, swing, grave, weekends, holidays, special events) and any other schedule as needed

• Ability to handle high volume and stressful situations

Physical Requirements:

• Office/Casino environment that requires sitting and/or standing for extended periods

• Subject to outdoor temperature fluctuations

• Exposure to smoke, bright lights and noise

• Constantly handle, wrist motion, sit, hear, and eye/hand coordination

• Frequently speak, read, write, stand, walk, bend and stoop

• Occasionally lift, carry, push and pull. Must be able to lift and carry up to 25 pounds regularly throughout shift

Certificates, Licenses, Registrations:

       Able to obtain/maintain necessary licenses and/or certifications as required by local gaming regulations.

Benefits/Perks: 

• Medical, Dental, Vision

• Matches 50% of your contribution, up to 4% of eligible contribution

• Educational Tuition Reimbursement

• Paid Time Off

• Ventra Program, EAP programs, etc.

Salary Range:

• $17.10-$27

Company Statement on EOAA:

American Place Casino is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.