Odawa Casino Resort
Job Posting
Reports To:Player Development Manager
Department:Player Development
Minimum Pay Rate:$19.00 per hour
Job Summary: Meet players and develop loyalty by building relationships with targeted guests.
Primary Duties & Responsibilities:
-
Maintain knowledge of all events by reviewing all available information in order to provide guests with accurate information, answer questions, handle special requests, and assist the guests ensuring complete satisfaction.
-
Provide guest service for the VIP segment of players to promote the casino, customer loyalty, repeat visits and an increase in revenue.
-
Recognize and greet frequent guests.
-
Conducts oneself in a positive and professional manner, acting as a role model for all Team Members.
-
Make appropriate decisions about service recovery based on a customer’s play, comp availability and customer profitability.
-
Provide consistent, prompt and courteous guest service at all times under any conditions.
-
Ensure that the strictest of confidentiality is maintained at all times (including business plans/strategies and player’s club member information).
-
Promote the Player’s Club to guests not enrolled or not playing with their card, capturing all relevant and useful information, i.e. mailing address, phone numbers, email address, etc.
-
Meet and congratulate jackpot winners and work to keep them in house as long as possible, utilizing venues and comps as appropriate.
-
Monitor slot floor/pit for potential high worth players.
-
Attend and assist with special events/promotions on and off site.
-
Manage relationship marketing and player development strategies using defined objectives, tactics, and on-going performance assessments.
-
Build relationships with players through personal communications including phone calls, letters, emails, text, etc.
-
Build relationships with high worth guests to develop play and increase loyalty.
-
Fill special events by calling invited players.
-
Utilize hotel rooms, restaurants, promotions, events and other venues to book additional trips.
-
Balance guest comps against sound business practices and company’s financial goals.
-
Maintain adequate communication regarding work related activities, guest needs and issues affecting the host process.
-
Communicate any problem to management using the chain of command in a timely manner.
-
Communicate to management any unusual or extreme player patterns or activity.
-
Meet and exceed quarterly goals as established by management.
-
Support Players Club staff by providing a leadership example, offering back up assistance, as needed.
-
Maintain a coded list of players.
-
Work on assignments that are complex in nature while exercising sound judgment in problem resolution and actively participates in making recommendations.
-
Attend all meetings as required.
-
Complete all required training satisfactorily.
-
Maintain the highest level of confidentiality at all times.
-
Work at other properties as needed.
-
Perform all other duties as assigned within the scope of the position.
System Access: Konami, Oracle, Agilysys VisualOne, and Forms Database
Upholds Odawa Casino Mission statement in all aspects of position:
Mission:
We create excitement and memories.
Values:
We create a culture that provides:
-
A fun, rewarding, safe, and consistent environment for our Team Members.
-
A warm reception, welcoming environment, and friendly atmosphere.
-
An optimal entertainment experience through exceptional service.
-
Support for the Waganakising Odawak values through Wisdom, Love, Respect, Bravery, Honesty, Humility, and Truth.
-
A contribution and connection to the community.
Preference: Applies to Native Americans in accordance with applicable tribal law.
Minimum Qualifications:
-
Must have a high school diploma or equivalent and four (4) years of hospitality, sales or casino guest service experience.
-
Must read, write and speak English fluently.
-
Must have basic math skills.
-
Must have excellent communication skills.
-
Must have good computer skills, experience using Microsoft Office products or related software and ability to quickly learn specialized software programs.
-
A dynamic and outgoing personality is required.
-
Good organizational and communication skills, both verbal and written.
-
Must be able to handle busy and stressful situations.
-
Must be tactful and have excellent guest service skills.
-
Will require significant standing and speaking.
-
Must be flexible with shifts and days off with the ability to work overtime, weekends, holidays, special events, etc., as needed.
-
Must be able to work independently with little or no supervision and exercise good judgment in handling a variety of situations.
-
You may be required to pass a skills assessment test to determine if you meet the minimum qualifications of the position.
-
Exposure to a smoke-filled environment with loud and continual noise levels.
-
Must be able to obtain a gaming license in accordance to the regulations established by the LTBB Gaming Regulatory Commission and be able to serve in the position under any other applicable law.
