What are the responsibilities and job description for the Loyalty Program Manager - Gilley's position at Gilley's Gambling Hall?
GILLEYS JOB DESCRIPTION
POSITION: Loyalty Program Manager
DEPARTMENT: Marketing
STATUS: Full Time
LICENSE: Level I
REPORTS TO: Director of Marketing
MANAGES: Players Club Representatives and Casino Hosts
JOB SUMMARY:
The Manager of Loyalty Program is responsible for overseeing the daily operations of Gilleys Players Club, ensuring the highest level of guest service, efficiency, and player engagement. This role focuses on maintaining a dynamic and rewarding loyalty program, driving new membership acquisition, increasing guest retention, and optimizing promotions to enhance player value. The Manager ensures that the club operates in alignment with overall marketing and casino objectives while upholding compliance with all regulatory and company policies.
ESSENTIAL JOB FUNCTIONS:
Lead and manage the Players Club team, including player services, casino promotions coordinators and casino hosts.
Oversee the daily operations of the Players Club, ensuring efficient enrollment, accurate player tracking, and guest satisfaction.
Develop and implement strategies to increase new player enrollments and enhance retention efforts.
Ensure exceptional guest service standards, training staff to engage and build relationships with guests.
Monitor and analyze player data to develop targeted marketing initiatives that maximize revenue and engagement.
Collaborate with the Database Marketing Manager to optimize promotional offers and direct mail campaigns.
Assist in planning and executing casino promotions, player events, and VIP experiences.
Provide ongoing coaching, training, and performance evaluations for Players Club staff.
Oversee and ensure the accuracy of player accounts, point redemptions, and reward issuance.
Maintain up-to-date knowledge of casino promotions, rules, and eligibility requirements to assist guests effectively.
Manage inventory and distribution of Players Club cards, promotional giveaways, and reward redemptions.
Ensure Players Club operations align with gaming regulations and internal compliance policies.
Address guest concerns and disputes professionally, ensuring prompt resolutions.
Monitor staff performance and ensure adherence to company policies and procedures.
Assist in the development of marketing strategies to improve guest engagement and loyalty program effectiveness.
Other duties as assigned.
QUALIFICATIONS:
Must be at least 21 years of age
Bachelors degree in marketing, hospitality management, business administration or related major; or equivalent experience preferred
Five years relevant experience, with three years of progressive supervisory/managerial responsibilities
Demonstrate knowledge and experience in casino marketing
Display professionalism; excellent verbal and written communication skills
Professional appearance as outlined in the Gilleys Team Member Handbook
Must be able to work both independently and as a member of a team
Available to work required schedule which may include nights, weekends, holidays, and overtime as needed
PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:
Physically mobile with reasonable accommodations
Must be able to respond to visual and audible cues
Must be able to read, write, speak and understand English
Must be able to bend, reach, kneel and grip items
Must be able to lift items weighing up to 50 pounds
Must be able to walk and stand for long periods of time (8-12 hours)
Have a sense of urgency and keep up with fast paced business practices
Operate in mentally and physically stressful situations
Must be able to tolerate areas with high noise levels, bright lights, and dust
Gilleys reserves the right to make changes to the above job description whenever necessary.
ESSENTIAL JOB FUNCTIONS
Lead and manage the Players Club team, including Players Club Representatives and Hosts.
Oversee the daily operations of the Players Club, ensuring efficient enrollment, accurate player tracking, and guest satisfaction.
Develop and implement strategies to increase new player enrollments and enhance retention efforts.
Ensure exceptional guest service standards, training staff to engage and build relationships with guests.
Monitor and analyze player data to develop targeted marketing initiatives that maximize revenue and engagement.
Collaborate with the Database Marketing Manager to optimize promotional offers and direct mail campaigns.
Assist in planning and executing casino promotions, player events, and VIP experiences.
Provide ongoing coaching, training, and performance evaluations for Players Club staff.
Oversee and ensure the accuracy of player accounts, point redemptions, and reward issuance.
Maintain up-to-date knowledge of casino promotions, rules, and eligibility requirements to assist guests effectively.
Manage inventory and distribution of Players Club cards, promotional giveaways, and reward redemptions.
Ensure Players Club operations align with gaming regulations and internal compliance policies.
Address guest concerns and disputes professionally, ensuring prompt resolutions.
Monitor staff performance and ensure adherence to company policies and procedures.
Assist in the development of marketing strategies to improve guest engagement and loyalty program effectiveness.
Other duties as assigned.
PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS
Must be physically mobile with reasonable accommodations.
Ability to read, write, speak, and understand English.
Must be able to bend, reach, kneel, and grip items.
Must be able to stand/walk for 8-12 hours.
Must operate effectively in a fast-paced and high-stress environment.
Tolerate secondary smoke, high noise levels, bright lights, and dust.
Gilleys reserves the right to modify this job description as needed.
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QUALIFICATIONS
Must be at least 21 years of age.
Bachelors degree in Marketing, Business Administration, Hospitality Management, or equivalent experience preferred.
Minimum three years of experience in casino marketing, player development, or loyalty programs.
Strong understanding of casino player tracking systems and database marketing.
Proficiency in Microsoft Office and CRM/database management tools.
Exceptional guest service and communication skills.
Ability to analyze player data and trends to make strategic marketing decisions.
Professional demeanor with the ability to handle high-volume guest interactions.
Ability to train and develop staff members to achieve performance goals.
Flexible schedule, including nights, weekends, holidays, and overtime as needed.