DescriptionSUMMARY:Represents the casino through public relations and marketing efforts to acquire and retain premium VIP players. Target's client markets and develops Casino referral programs with local businesses and professional organizations to create awareness of the Casino in the marketplace. Builds VIP player loyalty, using sales and marketing techniques that foster an exclusive client relationship. Communicates with guests by phone, e-mail, and written correspondence; provides complimentary services; and identifies areas for improvement.ESSENTIAL SKILLS, DUTIES & RESPONSIBILITIES:
- Maintains close communication with targeted guests through personal contact (telephone, email, in person, etc.) to increase loyalty, notify of upcoming events and promotions, external functions and special events to encourage trip frequency.
- Creates an on-floor presence and serves as the primary position that is customer-facing for greeting and bidding farewell for players at special events and promotions; anticipates and responds to needs of targeted guests including arranging accommodations and amenities (shows, restaurant, transportation)
- Maintains high standards of courtesy, professionalism, and discretion in all communications to, about, or with customers including their arrangements and finances.
- Maintains thorough knowledge of monthly promotions to accommodate customer inquiries.
- Maintains current knowledge of latest industry developments, current market trends and all on-property and competitor events.
- Meets and achieves departmental goals as well as goals set forth by management including, but not limited to, production, comps, and customer interactions.
- Perform other duties as assigned to support the efficient operation of the department.
- Responsible for retention of existing guests and will assist in special services related to top tier players.
- Interacts on a frequent basis with high-limit slot players and high-limit table games players to build and retain VIP player loyalty; leverages property amenities/programs to targeted players.
- Create fun and excitement through specialized, personalized, and preferential services.
- Acquire new players from various markets to grow property player base and increase revenues.
- Office skills must include the ability to use standard office equipment and knowledge of Microsoft Office. Casino Management and Contact Management Systems knowledge preferred.
- Ability to respond to guest and team member voicemails, texts, and emails 24 hours a day, 7 days a week.
- The ability to maintain discretion in handling confidential information.
- Demonstrate a professional, outgoing demeanor while on the casino floor and while hosting on property events
MINIMUM QUALIFICATIONS:
- Minimum 3-5 years' experience in casino event or promotion planning.
- Minimum 3-5 years applicable knowledge of casino games (Slots and Table Games), telemarketing and casino patron sales techniques
- 1-3 years' experience managing casino player credit lines
- Must have excellent organizational skills, be computer literate, can work with all departments, and have excellent customer relation skills
- Must have strong problem solving and analytical skills
- Must be able to communicate in English
- To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 mile, climbing stairs and sitting at a desk/workstation for the duration of the shift. Must be able to work in a smoke-filled environment.
- Good written and verbal communication skills
- Valid Driver's License
- Must be vehicle insurable through Casino Pauma Agent
- Detail oriented with high accuracy level
- Must be able to work varied shifts, including nights, weekends and holidays.
- Working knowledge of Microsoft Office
- Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
- Consistent and regular attendance is an essential function of this job.
- Performs other related duties as assigned
- Bilingual in Spanish
EDUCATION:Bachelor's Degree in Hospitality, Marketing, or related field highly preferred or equivalent plus typically a minimum of 5 to 7 years related experience in sales, marketing and gaming.LICENSE REQUIREMENTS:Must be able to successfully pass a pre-employment drug screen, background investigation, and maintain a Pauma Gaming Commission License.PHYSICAL/MENTAL REQUIREMENTS: (*Constantly, Frequently, Occasionally)
- Constantly walking, standing, hearing, seeing, and talking
- Frequent eye/hand coordination and handling
- Occasionally balancing, bending, reaching, twisting, sitting, holding, wrist motion, reading and stooping.
- Constantly lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned.
WORKING CONDITIONS:
- Work is performed indoors in a climate-controlled environment.
- Close spaces while working with others.
- Moderate noise levels
NATIVE AMERICAN PREFERENCE STATEMENTPauma Band of Mission Indians, a federally recognized Indian Tribe, in accordance with section 703(i) of Title VII of the Civil Rights Act of 1964, will give preference to Native Americans who meet job position minimum qualifications with regard to hiring, promotions, transfers and training.