Manager - Resort Club

Summary:

This position manages all areas directly relating to the Resort Club. Manages the implementation of all club-related promotions, events, and direct mail. Greet guests and encourage club membership by up-selling and emphasizing benefits. Help create exciting environment for guest entertainment by promoting events and company programs.

Essential Functions:

• Provide exceptional customer service to all internal and external customers.
• Direct supervision of Resort Club Supervisors and Hosts
• Data verification and approval.
• Develop and direct the Resort Club operations in accordance with established company policies, budgets, procedures, specifications, and initiatives.
• Maintain appropriate staffing levels in the Rewards Club by interviewing, selecting, training, and managing employees as needed.
• Understand and sell the benefits of club membership to both internal and external customers.
• Maintain a detailed working knowledge of all amenities, events, and programs in order to act as an information resource on all aspects of the Casino.
• Manage implementation of all Resort Club related promotions and direct mail programs.
• Assist in the set up and implementation of all players club programs in the Konami system, including data verification and final approval.
• Assist in promotion and event SOPs, official rules, and internal communication.
• Held accountable to a high degree for maintaining confidentiality of Guest information and accurate and thorough departmental records.
• Held accountable to a high degree for maintaining confidentiality of employee information.
• Ability to enforce policy and procedures in regards to Player's Club, marketing promotions, coupon redemption, and club benefits.
• Maintain daily transaction count for department and accounting purposes.
• Excellent communication skills and good relations with all other departments.
• Interact with high-end players to ensure their return and endorsement.
• Must be readily accessible to fellow employees during the assigned shift.
• Coordinate and direct the activities of the Player's Club employees, ensuring smooth and efficient service is provided to Guests.
• Decide the final outcome of Guest disputes involving complimentary items and redemption of coupons and other promotions when a Supervisor cannot reach an appropriate resolution.
• Must be flexible to cover other shifts.
• Responsible for annual reviews to be completed by their due date.
• Maintain accurate departmental records.
• Maintain confidentiality of all data including, but not limited to, customer and company records.
• Comply with all Iowa Racing and Gaming Commission Rules and Regulations and any other local, state, or federal guidelines.
• Meets company attendance requirements.
• May be required to work days, nights, weekends and holidays.
• Supervisory Responsibilities:
• Direct supervision of Resort Club Representatives, VIP staff, and Bus Coordinator.
• Responsible for employee performance appraisals, rewarding and disciplining, addressing complaints, and resolving problems.
• Responsible for schedules and maintaining staff.

Required:

• Licensing:
• Must be able to be approved for and maintain a valid gaming license.
• Education/Experience:
• 3-5 years retail and supervisory experience.
• Knowledge of various Microsoft Office software including but not limited to Excel and Word.
• Excellent verbal and written communication skills.
• Ability to multi-task and have exceptional organizational skills.
• Excellent customer service skills.
• Language Skills:
• Must be able to read, write, speak and/or interpret simple sentences in English.
• Must be able to communicate with managers, other employees and public customers.
• Ability to write reports, memos and external correspondence.
• Ability to respond to inquires or complaints from customers or employees.
• Mathematical Skills:
• Understand currency and basic counting.
• Interpersonal Skills:
• Excellent customer service skills are essential.
• Ability to lead, motivate and encourage.
• Must be able to work cohesively with co-workers and work as a team.
• Ability to carry out instructions.
• Ability to maintain a positive attitude towards customers, co-workers and other department staff.

Schedule:

Salary:

45-55k DOE, Profit Sharing