Manager - Resort Club




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.


  • 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.



45-55k DOE, Profit Sharing

Grand Falls Casino & Golf Resort® is an Equal Opportunity Employer dedicated to non-discrimination in employment. We select the best qualified individual for the job based on job-related qualifications regardless of race, age, color, religion, sex, national origin, ancestry, marital status, sexual preference, disability or any other status protected by applicable law.

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