DE HOTEL MANAGER

Manage, supervise, and monitor VIP (Guest) Services daily operations. Manage, supervise, monitor and train all (Guest) VIP Services employees. VIP Services includes: Double Eagle VIP Services and the Hotel Front Desk. Implement marketing directives and assist with promotions.

DUTIES AND RESPONSIBILITIES: Other duties may be assigned including special projects as needed and directed.

• Gaming/Compliance
  • Perform responsibilities in compliance with the Colorado Limited Gaming Act. Responsible for knowing and understanding the Colorado Gaming ICMPs applicable to the VIP Services.
  • Notify KOD if you identify, minors, and persons perceived to be intoxicated so the KOD may prohibit them from access to casino games and operations.
• Leadership
  • Lead by example by greeting and directing guests in a courteous, friendly and prompt manner.
• Teamwork
  • Cooperates with Director of Marketing and Assistant GM in regards to all aspects of VIP Services.
  • Promote and support all functions within the casino.
  • Build, mentor and support a strong and efficient team structure.
• Communications
  • Provide as needed one-on-one updates with the Marketing Director and Assistant GM. Attend marketing meetings and promotional brainstorming meetings as requested.
  • Communicate regularly with other Casino Managers and KOD.
• • Communicates accurate information to club members concerning the use of their card, membership rules and current promotions. Communicates accurate information about casino operations, including transportation, food and beverage, games and hours of operation.

• Reports
  • Monitor and comp meals and/or hotel rooms to VIP Services members who reach comp status.
  • Audit gaming, non-gaming comps and cash point adjustments to verify accuracy of comps, adjustments and voids.
  • Oversee the hotel departure list and review for comp status.
  • Verify payroll

• Personnel Responsibilities (within VIP Services)
• • Welcome guests
  • Register/sign up new guests
  • Add and maintain food credits, hotel vouchers and other promotional offers to guests account
  • Respond to guest complaints and suggestions in a timely and professional manner
  • Work with the Director of Marketing to coordinate upcoming events and/or promotions
  • Create and maintain new and existing guest accounts
  • Apply comps, food and other promotional offers as applicable
  • This position requires direct contact with the public, while delivering superior guest service in accordance to department standards and policies and procedures
  • Ensures guest information is updated and accurate at all times; verifies addresses, phone numbers, guest profiles and preferences
  • Communicates effectively to guests in high call volume setting
  • Performs other duties as assigned to support the efficient operation of the department
  • Evaluate gaming play and extend appropriate comps based on company guidelines
  • Must exercise sound decision making skills
  • Be familiar with the property, amenities, and surrounding areas
  • Maintain a high quality of guest service
  • Thorough knowledge of applicable Company and departmental policies and procedures as well as the willingness to learn and follow any policy or procedure that may be introduced in the future
  • Maintain a positive and professional demeanor during all interactions with guest, fellow team members, and Vendors
  • Regular attendance to all scheduled shifts is considered an essential function of the job

• Personnel Responsibilities (within Hotel Services)
• • Welcome guests
  • Perform all check in and check out tasks
  • Manage online and phone reservations
  • Inform guests about payment methods and verify credit card information
  • Register guests collecting contact details, length of stay and any applicable information regarding their stay
  • Provide information about our hotel, availability, rates and amenities
  • Respond to guest complaints in a timely professional manner
  • Interviewing: Responsible for interviewing all prospective hosts.
  • Hiring: In-process employees with appropriate paperwork, assign uniforms, and ensure they have read and understand job description, goals, and expectations of the Company, Marketing Director, Leads and you. Explain the rating system, pay, time clock procedures and procedures manual.

• Training:

• Maintain the Policies and Procedures manual with updated information in a timely manner.
• Ongoing training all employees to ensure a thorough understanding of the Companys philosophy on:
  • • • Customer Service and Player Development
      • Promotions
      • Party Shuttles
      • The adherence of all policies and procedures.
• Ensure all employees are properly trained

• Schedule:
  • Create and maintain host schedules in an effort to ensure adequate staffing levels. Oversees all VIP Services staff with standard breaks and lunches.
  • Ensure that all overtime is requested in advance and prepare appropriate paperwork.
  • Discipline: Consult with the Assistant GM any host behavior needing attention for appropriate action staying within the guidelines of the Company.
• Safety:
  • Attend or send a representative to the Casino Safety Meetings
  • Performs duties in compliance with safety procedures, which includes use of safety equipment.
  • Rectify situations immediately or inform supervisor of situation.
  • Inform guests and employees of safety and security policies and procedures.
• Policies and Procedures
  • Keep abreast of all policies and procedures.
  • Perform periodic review of all policies and procedures to ensure accuracy.
  • Draft new policies and procedures as needed and submit to Director of Marketing and or Assistant GM for approval.
• Other Duties:
  • Serves as a leader for all Player Development team members while fostering teamwork, positive morale, motivation, open communication and creating winning experiences
  • Motivates and develops team members through mentoring, coaching, and providing performance feedback
  • Coordinate with internal department leaders and communicate upcoming special events
  • Meet with departmental directors and managers as necessary
  • Adheres to regulatory, departmental, and company policies in an ethical manner and endorses business objectives, ethics and values of the company and property
  • Communicate between guest and staff department to ensure customer satisfaction
  • Develops and implements VIP player programs/events with Director of Marketing to create guest loyalty and return guest visits
  • Helps resolve VIP guest opportunities, conflicts, and complaints on behalf the company in a fair and equitable manner
  • Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc
  • Responsible for printing and mailing tax information to members as they request.
  • Responsible for PC supplies inventory.
  • Evaluate customers play for comp requests
  • Responsible for coaching and providing direction for Hosts to achieve their goals
• • Solicits and enrolls Premier Club memberships and assists with all promotional functions.
  • Promotes a positive image and the goodwill of the company in all customer service activities. Develops and maintains effective working relationships and good customer service skills with all guest and co-workers.
  • Follows established security protocols to ensure that casino work environments are safe.
• • Responds to and controls emergency situations immediately, as needed and directed.
  • Assist Marketing Director to implement comprehensive marketing strategies to include digital marketing efforts.
  • UNDERAGE GAMBLING / UNDERAGE DRINKING / CHECKING IDs: It is your responsibility to ensure no person under the age of twenty-one (21) is consuming any alcoholic beverages, gambling, lingering in a gaming area or sitting in a gaming area. This guideline includes underage and off-duty employees. The best way to assure compliance is to ask for ID. Remember, many people look older than they really are. If anyone looks like they are under thirty-five (35) years of age, you are to ask for their ID. If you have questions about any ID call the Key on Duty. In addition, you will be responsible to attend the annual retraining of Underage Gambling, Alcohol and checking of IDs.
  • Knowledge and compliance with Anti-Money Laundering (AML) policy. Annual training and testing is required in adherence to company policy.

SUPERVISOR RESPONSIBILITIES: Must be able to make decisions based on facts presented. Must be able to assist and give guidance to other VIP Services staff and other casino co-workers.

QUALIFICATION REQUIREMENTS: To perform this job successfully, and individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Demonstrated hospitality or customer service experience, preferably within a gaming environment.
• Demonstrated experience responding to high volume of traffic and developing and maintaining positive relations with guests, vendors and co-workers.
• Demonstrated knowledge of and experience performing and enforcing security policies and procedures.
• Willingness to assume responsibility relative to the performance of the department and the property.
• Must be able to stand/sit 8-10 hours per shift.
• Must have a neat appearance.
• Must have computer (MS Office) and math skills.
• Must be flexible able to work flexible hours.
• Must have management/supervisory skills and great organizational skills.

EDUCATION and/or EXPERIENCE: High School Diploma or equivalent. Supervisory, computer and math skills. Knowledge of VIP Services and Hotel operations.

LANGUAGE SKILLS: Demonstrated effective and diplomatic oral and written communication skills using English.

REASONING ABILITY: Ability to define problems collects data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of information.

CERTIFICATES, LICENSES, REGISTRATIONS: Must be 18 years of age. A Colorado State Gaming License is required.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to work at a computer station 8-12 hours per shift, to stand 2-4 hours per shift with standard breaks, and occasional to frequent brisk walking, climbing stairs, stooping, bending, stretching, reaching, and pushing. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.