What are the responsibilities and job description for the VIP Manager position at Mohegan Sun?
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IF YOU ARE AN EXISTING EMPLOYEE, PLEASE NAVIGATE TO THE INTERNAL JOB POSTING USING THIS LINK:
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Primary Duties And Responsibilities Includes But Not Limited To
Work Shift
Any (United States of America)
Regular
Knock, knock. Hear that sound? That's opportunity!
Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.
IF YOU ARE AN EXISTING EMPLOYEE, PLEASE NAVIGATE TO THE INTERNAL JOB POSTING USING THIS LINK:
https://www.myworkday.com/mohegan/d/inst/1$9925/9925$4201.htmld
Primary Duties And Responsibilities Includes But Not Limited To
- Drive VIP retention to maximize revenue through building strong customer relationships
- Manage a collection of our most valuable VIP players’ accounts,
- Manage contact through calls and emails to ensure that our high value players needs are being met by tailoring the service, promotions, and loyalty rewards to their individual needs
- Upsell promotions, games, and features of our websites on every call
- Achieve a daily, weekly, and monthly outbound call target
- Manage the Loyalty and VIP email inboxes and deal with all levels of player inquiries
- Work closely with other departments to ensure that we are doing everything possible to provide a seamless and entertaining experience for our patrons
- Ensure our VIPs receive a best-in-class experience through events, hospitality, and bespoke offline gifts
- Monitor new high spending players and determine if they can play at a VIP-level
- Work across multiple sports and casino brands
- Manage difficult situations relating to responsible gambling
- Collaborate and work closely with internal departments within the Mohegan organization
- Manage player accounts based on recorded gaming activity, earned points, comp availability and profitability
- Issue complimentaries and reserve offers that are consistent with departmental policy and marketing guidelines
- Build player loyalty and promote return visits to Mohegan properties by maintaining contact with coded database
- Bachelors’ Degree in Marketing, Information Systems, Business, or a related field
- Two years’ experience of operation/customer service management in the iGaming industry or three years of experience involving guest contact in a high volume, complex casino environment or phone-based sales or telemarketing industry
- Knowledge and understanding of casino games, sports, sports betting and other online gaming required
- Self-motivated, outgoing personality with great relationship building skills
- Ability to interact with guests in a highly professional manner
- Excellent written, verbal, and customer communication skills to include public speaking
- Excellent organizational and multi-tasking skills
- Excellent editing and proofreading skills
- A strong negotiator and detail-oriented
- Advanced knowledge Microsoft Excel and Outlook
- Adheres to compliance and workplace policies, standard operating procedures and jurisdictional regulations and laws
- Ability to work independently and within teams
- Certifications as required by Mohegan
- Mohegan Corporate and departmental policies and procedures
- Appropriate regulations that pertain to Mohegan Information Systems
- Strong technical understanding of digital and mobile platforms and the ability to learn new applications
- Fast paced office work environment
- Must be able to sit in front of a computer screen for extended periods of time
- Must be able to work various shifts and flexible hours with occasional travel required
Work Shift
Any (United States of America)
Regular
Knock, knock. Hear that sound? That's opportunity!
Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.
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