Manager - Resort Club

Essential Functions:

• 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).
• Create a schedule for Resort Club staff.
• Train Resort Club and VIP staff.
• Interview and hire staff.
• Ordering and restocking of all needed materials.
• Write reviews for all staff and discipline as needed.
• Set 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.
• 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.
• Responsible for maintaining Marketing Standard Operating Procedures (SOPs) current and 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.
• Direct supervision of Resort Club and VIP staff.

Required:

• Bachelors Degree in Marketing, Management, Public Relations, or equivalent.
• 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.
• 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.
• Understand currency and basic counting.
• 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.