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del Lago Resort & Casino · 1 day ago

Host, Executive Player Development

Waterloo, NY

Full-time

Onsite

Entry, Mid Level

$60K/yr - $62K/yr

2+ years exp

Del Lago Resort & Casino is a premier destination in the Finger Lakes region that offers gaming, hotel, retail, and restaurant experiences. The Player Development Executive is responsible for building relationships with high-value guests, coordinating programs to attract them, and ensuring exceptional guest service to promote repeat visits.

Gaming

Comp. & Benefits

Responsibilities

Ensures increase value of the brand of del Lago – excellence, excitement, homegrown hospitality within all programs and executions; Ensures Player Card Retail Cashiers and Casino Hosts have a comprehensive understanding of all club member benefits, promotions, and events

Ensures the Rewards Club and Player Development program database information is always handled confidentially and appropriately; Manages guest disputes appropriately and effectively, resolving at the lowest level possible

Required to work with Director of Promotion, Director of Marketing, and Player Development Manager to develop, implement, and facilitate Rewards Club benefits including providing details, rules, procedures, and materials necessary

Awards customer complimentary based on gaming action and program guidelines; Coordinates guest visits including meals and show reservations and assist guests with questions and special requests to ensure coordination of guest needs to provide for their maximum convenience and comfort; Assists in the organization of special functions (parties, tournaments, etc.) and is responsible for preparing invitee lists and telemarketing efforts for special events, individual visits and/or obtain feedback on customer satisfaction

Contacts guests by calling, writing, or making personal visits to increase trip frequency; Attends off property functions as a representative of the company to entertain or assist guests as required

Analyzes various sources of data from credit bureaus, central credit, telephone or personal contact, and gaming history to grant credit with minimum risk for default, while maximizing the potential for customers to engage in gaming activities; Implements strategies and programs to cultivate the market for new and existing high-limit casino guests

Ensures all managed guests stay well informed of all special events, promotion, and entertainment, etc. that are taking place within the properties through direct mail, social media, telemarketing, etc

Coordinates guest rooms, meals and show reservations, and assists guests with questions and special requests to ensure coordination of guest needs to provide for their maximum convenience and comfort

Assists in creation of action plans and goals of the department

Maintains a good communication with co-workers and maintains a positive and professional work environment; Responsible for maintaining accurate and thorough records and reports; Attends Marketing meetings as a source of knowledge concerning the participation of Player Responsible for the Player Development and Rewards Club employees in up-coming promotions

Responsible for achieving specific revenue goals by developing new and existing high-end play

Develops new premium players by identifying their interests and encouraging a higher number of return trips through, player events, personalized notes, follow-up phone calls, etc

Always maintain strict confidentiality of the guest information

Required to enthusiastically support, actively promote, and demonstrate superior customer service in accordance with department and company standards and programs. Emphasizes and role models company mission of providing excitement and delivering world class service

Responsible for being an effective communicator to ensure that consistent, accurate and timely information is provided to all shifts

Utilizes effective communication tools to ensure that consistent, accurate and timely information is provided through the shifts

Complies with the Responsible Gaming Plan as well as Title 31

Performs other duties as may be assigned by department and/or company management

Qualification

Gaming operations experienceCommunication skillsCustomer service experienceData analysis skillsMicrosoft ExcelMicrosoft WordAttention to detailTeam collaborationProblem-solving skillsConfidentiality maintenance

Required

Minimum of 18 years of age

At least two years of experience in gaming operations

Gregarious, results oriented, hands-on professional with the ability to interact effectively with the public, staff, and colleagues

Excellent communication skills both written and oral

Ability to read, analyze, interpret, and comprehend technical procedures, government regulations, business periodicals, instructions, and correspondence/memos

Ability to author reports, business correspondence and procedure manuals

Ability to effectively present information and respond to questions from groups of managers or staff, guests, and the general public

Working knowledge of Excel and Word required

Attention to detail and accuracy

Maintain confidential information

Communicate effectively with all levels of Team Members, guests, and outside contacts

Required to work long hours, including nights, weekends, and holidays

Accurately calculate figures and amounts and perform mathematical functions applicable to business needs

Define problems, collect data, establish facts, and draw valid conclusions

Use all equipment associated with the position, including but not limited to computer keyboard

Interpret and follows through on a variety of instructions furnished in written, oral, diagram, or schedule form

Resolve problems and conflicts in a diplomatic and tactful manner

Preferred

Bachelor's degree from a four-year college or university; or a minimum of three years of experience in a comparable position; or equivalent combination of education and experience is preferred

Previous customer service experience preferred