Assures that Resort Club staff are adhering to all company rules and regulations, including but not limited to confidentiality of customer files and habits, proper distribution of promotional material and entries, and proper handling of files and data. Maintain confidentiality and discretion including but not limited to customer files and habits, company procedures, data or marketing profiles.

Summary:

Assists Player Services Manager in overseeing all aspects of the Resort Club.

Essential Duties and Responsibilities include the following:

• Provide exceptional customer service for all internal and external customers.
• Greet guests immediately upon approaching the Resort Club.
• Create Resort Club accounts in KCMS.
• Ensure database integrity with accurate data input (correct guest information).
• Assists in creating a schedule for Resort Club and VIP staff.
• Assists with training Resort Club and VIP staff.
• Assists in interviewing and hiring staff.
• Assists with ordering and restocking of all needed materials.
• Assists in writing reviews for all staff and discipline as needed.
• Assists with setting up all incentives, events, and promotions in KCMS.
• Assist with all promotions and special events, including concerts.
• Authorizes overrides for comps and/or redemptions according to Marketing policies.
• When Resort Club Manager is not present, resolves guest complaints and questions regarding the Resort Club.
• Point of reference for all information regarding promotions, entertainment, events, schedules, etc.
• Maintain clear communication with department on status of pending projects.
• Promotes Resort Club cards by explaining Club benefits and encourage enrollment.
• Assures that Resort Club staff are adhering to all company rules and regulations, including but not limited to confidentiality of customer files and habits, proper distribution of promotional material and entries, and proper handling of files and data.
• Assures that staff complies with SOPs.
• Maintain confidentiality and discretion including but not limited to customer files and habits, company procedures, data or marketing profiles.
• Represent the company by maintaining a professional atmosphere when creating customer relationships on and off property.
• Meets proper department and company uniform, appearance, and grooming standards.
• Attends all company required training.

• Ensures proper department uniform, appearance, and grooming standards are followed.

• Complies with all Iowa Racing and Gaming Commission (IRGC) Rules and Regulations and any other local, state, or federal guidelines.
• Must be able to be approved for and maintain a valid gaming license.
• Adheres to all safety guidelines.
• Meets company attendance requirements.
• May be required to work days, nights, weekends and holidays.
• Performs other duties as assigned.

Supervisory Responsibilities:

• Direct supervision of Resort Club Representative.

Education/Experience:

• Bachelor's Degree in Marketing, Management, Public Relations, or equivalent a plus.

• Must have 1 – 3 years' experience in direct customer service, sales, and/or public relations and supervisory experience.

• Previous casino work experience a plus.

• Proficient in Excel, Word, Outlook, etc.

• Knowledge of any casino management system a plus.

• Experience or training in customer service policies.

• Excellent verbal and written communication skills.

• Professional, approachable and friendly attitude required.

• Ability to multi-task and have exceptional organizational skills and meet deadlines.

• 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 respond to inquiries 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.

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