Your Next Adventure

Position Summary:

Under general direction from the Director of Marketing, responsible for the overall leadership, direction and management of the Guest Development department.  Identify and develop a business plan and sales strategy to develop new, maintain existing and reactivate the inactive guest segments to achieve departmental and property goals.

 

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

 

Essential Duties & Responsibilities:

• Oversee the development and maintenance of the casino’s high-value player base, ensuring guest satisfaction, retention and growth of customer base.
• Resolve guest issues quickly and effectively, ensuring excellent service, and offering complimentary services.
• Develop and execute strategies for attracting and retaining high-value players, including promotions, loyalty programs and special events.
• Maintain accurate player records, tracking players data, and analyzing performance to identify trends and opportunities.
• Responsible for ensure programs are in place to properly measure, assess and improve performance of Executive and VIP Hosts.
• Develop and maintain relationships with high-value players, including VIP players, to ensure satisfaction and repeat business.
• Plan and execute special events, parties, and tournaments to enhance the player experience.
• Ensure player development activities comply with regulatory requirements and internal policies.
• Oversee guest assignments to hosts and manage complementary analysis.
• Coordinate with other departments to determine criteria for promotions.
• Strategically target specific groups of players who have the highest rate of return; utilizing in-depth study and understanding of frequency trends, distance trends, spending trends, and other interests involved in target marketing.
• Identify and develop strategies and programs to achieve revenue, acquisition, retention, and profitability goals.
• Evaluate and issue guest complimentary programs that are in accordance with the established guidelines for level of play.
• Work with the Marketing Management Team to ensure effective planning, scheduling and execution of all promotions when coordination and assistance from Guest Development is needed.
• Responsible for the staffing, training, evaluating and scheduling of Team Members; with authority to hire, suspend and terminate.
• Performs other duties as required.

 

Direct Reports:  All Team Members in Guest Development.

Access to Sensitive Areas: Access to guest and team member personal information and vendor invoices.  

Signatory Authority: All Guest Development related forms including guest comps and redemptions.

 

Minimum Qualifications:

Bachelor’s Degree in Marketing or related field required unless waived by Executive Management.  Four (4) years of progressive experience in guest service, player development or related field.  Must have considerable experience in developing successful casino marketing, entertainment and player development programs.  Excellent skills in communication, guest service, leadership, interpersonal, analytical, decision-making and problem solving are required.   Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain gaming license. 

 

Knowledge, Skills and Abilities:

• Knowledge of federal, state, and Indian gaming regulations.
• Knowledge of casino industry trends as well as local demographics.
• Knowledge of effective marketing techniques.
• Knowledge of player’s club programs.
• Knowledge of business English, proper spelling, grammar, and punctuation, and basic arithmetic.
• Skill in operating various word-processing, spreadsheets, and database software programs in a Windows environment, specifically Word, Excel, Access and PowerPoint.
• Skill in analyzing problems, projecting consequences, identifying solutions, and implementing recommendations.
• Skill in supervising, training, and evaluating assigned staff.
• Ability to work effectively with media representatives, vendors and the public.
• Ability to communicate effectively, both verbally and in writing.
• Ability to interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
• Ability to exercise independent judgment.
• Ability to maintain confidentiality.
• Ability to analyze situations and adopt appropriate courses of action.
• Ability to establish and maintain professional relationships with co-workers at all levels.
• Ability to work independently and meet strict time lines.
• Ability to make solid decisions and exercise independent judgment.
• Ability to be persuasive and tactful in controversial situations.
• Ability to interpret applicable federal, state, county and local laws, regulations, and requirements.

 

Physical Demands:

While performing the duties of this job, the employee may be required to sit for prolonged periods, walk and stand; use hands for dexterity of motion; stoop, bend, kneel or crouch, and have normal auditory, visual acuity, and verbal communications skills.  The employee must occasionally lift and/or move up to 30 pounds. 

Must be able to work Nights, Weekends, and Holidays

Work Environment:

Work is generally performed in an office setting with a moderate noise level.  Occasional work is performed in a Casino setting with exposure to second-hand smoke and a moderate noise level. Extended hours and irregular shifts may be required. Tight time constraints and multiple demands are common. Travel may be required.