Resorts Casino Hotel


Job Locations
USA-NJ-Atlantic City
Position Type
Full Time


  • Oversees the proper coordination of all customer information in regards to accommodation, entertainment, dining, & transportation for complimentary or cash reservations.
  • Supervises Casino/Hotel Services and PBX staff during their shift ensuring productivity and performs duties of Representative position during peak business demands.
  • Oversees the telephone room. 
  • Performs and assists in maintaining excellent customer service utilizing the departmental training standards and Job Specific standards in all interactions with customers, employees and other departments. 
  • Ability to complete a comprehensive and effective front line staff schedule that meets office demands and equality.
  • Ensures company and departmental standards are being maintained by department. This includes, but is not limited to:
    • Departmental Customer Service Standards. 
    • Complimentary Criteria Guidelines
    • Calls Answered vs. Conversion volume by representative
    • Data Entry volume
    • Cross-selling and up-selling techniques
  • Representitive is monitored actively or by recording for customer service as defined by departmental standards.
  • Upon following approval process, reserves off-site entertainment and/or services for casino customers and maintains records of reservations.
  • Prepares and updates a suite arrival and Butler List for Management.
  • Coaches, counsels and delegates with direction to new and existing representatives to insure service and productivity standards are met.
  • Ability to make decisions based on complimentary guidelines.
  • Monitors accuracy of reservations for call-ins and paperwork.
  • Prepares periodic operating forecasts and reports
  • Monitors and modifies hotel inventory statuses based on departmental standards and occupancy goals.
  • Updates and monitors, forecasts to manipulate all room blocks for casino and hotel to maintain maximum occupancy while yielding effectively
  • Maintain daily reports and communication for hotel occupancy and room status.
  • Assures staff is providing customer service based on departmental goals per shift
  • Verbal and written communication to staff and interacting departments.
  • Trains and evaluates new and existing personnel and completes performance evaluations.
  • Enters, maintains, and reviews all events and groups for accuracy and completeness of information.
  • Maintains all correspondence.
  • Recommends and issues complimentary amenities based on player activity
  • Assists in coordinating required submissions to the Division of Gaming Enforcement and Casino Control Commission.
  • Answers supervisory telephone calls within 3 rings with proper greeting.
  • Correspondence to be accurately typed and filed.
  • Recommendations and suggestions to management for the enhancement of the operation and cost saving results
  • This position issues comps but does not comp to the level which requires a casino key employee license as required in 19:41-1.1(b)5 and 19:45-1.9b.
  • Promotes positive and professional public relations within the office and in interactions with other departments, management, and customers
  • Performs other duties as assigned.


  • College degree (may substitute additional experience for degree).
  • Minimum of two (2) years of Casino Marketing experience.
  • Minimum of one (1) year call center experience.
  • Strong supervisory, leadership, organizational, and customer service skills.
  • Strong decision making, planning, and ability to reprioritize with a sense of urgency.
  • Strong administrative and communication skills.
  • Dependable and flexible to work various shifts and hours
  • Ability to manage and lead through change.
  • Strong coaching and counseling skills.
  • Ability to coach staff to up-sell and cross-sell


*Resorts is an Equal Opportunity Employer


Essential Functions

** All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations.





(N) Standing

(N) Walking

(C) Sitting

(N) Kneeling

(N) Running

(N) Lifting                                                                                  Max Weight: n/a   

(N) Pushing                                                                               Max Weight: n/a   

(N) Pulling                                                                                 Max Weight: n/a    

(O) Carrying                                                                              Max Weight: 20 lbs     

(O) Bending

(O) Stooping

(O) Climbing Stairs

(N) Climbing Ladders                                                               Max Height: n/a

(N) Working at a Height Level Above The Floor                       Max Height: n/a

(C) Finger Dexterity

(C) Full Use of Both Hands

(N) Crawling

(O) Balancing

(N) Throwing

(O) Twisting

(O) Reaching                                                                            Max Height: 4 ft

(N) Driving

(N) Working On or With Moving Machinery

(O) Working at Rapid Work Speed

(O) Working in Isolation

(C) Working Around People

(C) Hearing Conversation

(O) Hearing High Acuity

(C) Speaking Clearly

(O) Seeing Near

(O) Seeing Far

(O) Seeing – Depth Perception

(O) Seeing - Color Vision




(C) Writing English

(C) Reading English

(C) Speaking English

(C) Working under Pressure/Stress

(C) Speaking With Guests/Customers

(C) Speaking With Employees

(C) Working with Basic Math Skills

(C) Making Decisions Based On Facts

(C) Making Decisions Based On Data

(C) Making Decisions Based On Personal Judgment

(O) Making Accurate Measurements According To Set Standards

(C) Planning and/or Supervising the Activities Others



(O) Working under Close Supervision

(O) Working under Minimal Supervision

(C) Working and Interacting With Management in a Professional and Courteous Manner

(C) Working and Interacting With Co-Workers in a Professional and Courteous Manner

(C) Working and Interacting With Guests in a Professional and Courteous Manner



(C) Working Inside

(N) Working Outside

(C) Working in a Fast Paced Environment

(O) Exposed To Chemicals Describe:

(O) Exposed To Dust, Fumes, Gases, Describe:

(O) Exposed To Smoke

(O) Exposed To Excessive Noise

(O) Working in Dimly Lit Areas

(O) Working in Sudden Marked Changes of Temperature and Humidity




Not Applicable          (N)

Occasional                (O) Under 2 hours

Frequent                    (F) 2 hours to 5 hours

Constant                    (C) more than 5 hours


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