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Potawatomi Casino Hotel · 1 day ago

VIP Services Director

Milwaukee, WI

Full-time

Onsite

Director/Executive

7+ years exp

Potawatomi Casino Hotel is seeking a VIP Services Director to lead their VIP Services team. The role involves strategic direction for guest acquisition and retention, management of departmental budgets, and ensuring exceptional guest service.

CasinoGamblingHotel

Comp. & Benefits

Responsibilities

Provide strategic direction to the VIP Services and Players Club departments to establish programs that will acquire new guests and successfully retain existing guests to increase revenue

Analysis of all key volume indicators for all hosted players, including, but not limited to visitation patterns, theoretical revenue, actual revenue, coin in, table drop, buy in, hotel room bookings, and reinvestment

Develop and implement a cost-effective strategic player acquisition and development plan. Specifically design a program to identify and solicit opportunities for the development and retention of new business to generate and achieve specific revenue goals

Carry out other management responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include, but are not limited to, interview, hire and train team members; plan, assign and direct work; appraise performance; reward and discipline team members; address complaints and resolve problems

Create, maintain and be accountable for the annual VIP Services budget

Work closely with other departments to coordinate activities on property

Build relationships, market our gaming product to potential high limit guests, and travel to various markets to meet new potential high-end players. Ensure maximum level of guest service to encourage guest return and loyalty

Develop department goals to align with Potawatomi Casino Hotel’s Mission, Vision and Values

Develop, implement and maintain training for VIP Services staff based on applicable procedures. Supply coaching, mentoring, and training as needed to maximize host performance

Communicate and interact with guests to include but not limited to answer questions, extend invitations and resolve any related disputes

Respond to special requests of guests, as well as guest complaints and inquiries in a calm, prompt, courteous and professional manner

Ensure and facilitate effective communication and flow of information to the VIP Services and Players Club teams

Establish, update and ensure full compliance with departmental Internal Controls, policies, procedures and regulations

Perform other duties as assigned

Qualification

Casino operations experienceGuest service experienceSupervisory experienceAdvanced guest retention principlesBachelor's degreePatron management softwareMicrosoft Office proficiencyRelationship management skillsCommunication skillsProblem-solving skills

Required

Bachelor's degree in Marketing or Business Administration and seven (7) years of casino operations, guest service or related field required. If no degree, ten (10) years of casino operations, guest service or related experience, or equivalent combination of education and experience required

Four (4) years of supervisory or management experience required

Must possess a working knowledge of advanced guest retention principles and be capable of applying to special projects and VIP Services events

Proven record of increasing participation of high-end players. This involves an in-depth study and understanding of frequency trends, distance trends, spending trends and other interests involved in target marketing

Office skills, ability to use standard office equipment and computer proficiency in Microsoft Word, Outlook, Excel, Power Point and Access; two (2) years of experience working with patron management software required

Must be able to work in a fast-paced and intense environment and handle stressful situations effectively, while maintaining an upbeat and positive attitude

Held accountable, to the highest degree, for the accuracy and thoroughness of department records and reports

Ability to read, analyze and interpret complex documents, such as technical journals, financial reports and legal documents

Ability to respond to common inquiries or complaints from guests, regulatory agencies or members of the business community

Strong influencing and relationship-management skills

Ability to effectively communicate and present information to executive management and groups of internal and external guests of the organization

Ability to define problems, collect data, establish facts and draw valid conclusions

Ability to interpret an extensive variety of technical instructions in mathematical or diagram form

Ability to maintain organization, meet deadlines and possess integrity and discretion in handling confidential information

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals

Ability to work irregular hours and extended shifts including late nights, early mornings, weekends and holidays

While performing the duties of this job, the team member is regularly required to talk and hear; sit for duration of shift; use hands to finger, handle or feel objects, tools or controls; and reach with hands and arms. The team member must be able to operate a personal computer and office equipment and move freely around the office/property in order to accomplish job duties. The team member is occasionally required to lift, carry, push, pull and/or move objects up to twenty five (25) pounds with assistance

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus