Guest Services Manager - Casino jobs in Schenectady, NY

Essential Job Functions:

• Manages and supervises the day to day operations of the Players Club
• Responsible for ensuring an environment that promotes positive guest relations to increase loyalty, by oversight of the management of all operations of Players Club Services
• The Manager Players Club directs and supervises the Representatives and Supervisors Players Club , and provides effective leadership to ensure guests receive friendly, efficient and accurate services and information
• Develops and maintains operational procedures for quality standards to ensure maximum guest service and cost effectiveness
• Resolves guest concerns and complaints via proper investigation, referral, and follow-up to appropriate supervisor when necessary
• Work with VIP services to better serve guests and resolving guest concerns or complaints when necessary
• Assist in the development and execution of the players club Rewards program marketing plan that supports and rewards its members.
• Leads the execution of promotions and Marketing programs as directed
• Attends and actively participate in Special Events/Marketing meetings
• Act as a resource for Guests, Casino Hosts, Players Club Representatives, Player’s Club Supervisors, and Ambassadors by maintaining a working knowledge of the company’s facilities and special events/promotions
• Effectively communicate department goals, operations, and event/promotions to staff via departmental meetings, individual meetings, email, letters, memorandums, shift reports, and phone calls
• Work closely with Gaming Departments and Marketing personnel to ensure problem-free coordination of tasks associated with special events and promotions; assist Promotions Coordinator with hosting special events
• Prepare administrative paperwork and distribute to appropriate departments and personnel
• Prepare and understand exception reporting pertaining but not limited to guest accounts, active cards in play, accounts missing information, etc.
• Responsible for proper audit trails and regulatory compliance
• Responsible for department scheduling and payroll
• Represent the company in a professional capacity at external functions, special events, concerts, promotions, etc.
• Assist Human Resources with hiring process to ensure position is filled by most qualified candidate
• Maintain adequate staffing levels to ensure coverage during weekends, special events, and promotions, etc.
• Responsible for training personnel to ensure employees understand all functions and limitations of position
• Effectively manage department personnel through planning, directing, and assigning work; address employee complaints and resolve conflicts, provide coaching and counseling and disciplinary action as needed, give feedback on employee performance through the evaluation process and regular one-on-one meetings
• Participate in marketing events, special events and promotions as necessary
• Ensures flawless internal control and regulatory compliance leading to perfect internal and external department audits
• Performs all additional duties as directed