Marketing Manager

Position Summary

The Resort Club & VIP Manager is responsible for overseeing the daily operations of the Resort Club, VIP, Marketing, and Shuttle departments. This role leads departmental staff, coordinates promotions and special events, ensures exceptional guest service, maintains database integrity, and supports marketing initiatives while ensuring compliance with company policies and regulatory requirements.

Key Responsibilities

Leadership & Operations

• Oversee the daily operations of the Resort Club, VIP, Marketing, and Shuttle departments.
• Develop and manage work schedules for Resort Club, VIP, and Shuttle team members.
• Recruit, interview, hire, train, coach, and develop department staff.
• Conduct performance evaluations and administer corrective action when necessary.
• Order, inventory, and restock departmental supplies and promotional materials.
• Maintain and update department Standard Operating Procedures (SOPs) and ensure staff compliance.
• Foster clear communication and collaboration across all departments.

Guest Service

• Deliver exceptional customer service to all internal and external guests.
• Welcome and assist guests promptly and professionally.
• Resolve guest questions, concerns, and complaints in a timely manner.
• Serve as the primary resource for information regarding promotions, entertainment, events, schedules, and Resort Club benefits.
• Build positive relationships with guests while representing the company with professionalism both on and off property.

Resort Club & Marketing

• Create Resort Club accounts and maintain accurate customer information within KCMS.
• Ensure the integrity and accuracy of the Resort Club database.
• Promote Resort Club membership by explaining program benefits and encouraging guest enrollment.
• Set up promotions, incentives, and special events within KCMS.
• Coordinate marketing promotions, direct mail campaigns, concerts, bus tours, community events, and other special events.
• Authorize promotional comp and redemption overrides in accordance with Marketing policies.

Compliance & Standards

• Ensure Resort Club, VIP, and Shuttle staff comply with company policies, procedures, and confidentiality requirements.
• Verify the proper handling of customer information, promotional materials, and department records.
• Maintain department appearance, uniform, and grooming standards.
• Attend all required company training sessions.
• Ensure compliance with all Gaming Commission rules and regulations, as well as applicable local, state, and federal laws.

Qualifications

• Strong leadership, organizational, and communication skills.
• Experience supervising staff in hospitality, casino, customer service, or marketing environments preferred.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent customer service and conflict resolution skills.
• Proficiency with computer systems and data entry; KCMS experience is a plus.
• Ability to maintain confidentiality and exercise sound judgment.