Guest Services Supervisor - Casino jobs in Colorado Springs, CO

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https://careers.southernute.com/psc/cg_1/CASINO/APPLICANT/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&FOCUS=Applicant&Siteid=101&PostingSeq=2&JobOpeningId=21066

JOB SUMMARY:

The Guest Relations Manager (GRM) has operational oversight and administration of the staffing requirements and schedules of the Sky Ute Casino Aces Club Player’s Club Representatives and Player Hosts. The GRM will be responsible for all facets of the Aces Club Player’s Center and the Casino Host program, as well as the Guest Service program for the Casino to ensure the highest level of guest satisfaction and loyalty. The GRM will lead efforts in providing personalized service, addressing guest inquiries and concerns, and fostering positive relationships with Casino guests. The GRM should have a complete understanding of player data and player development philosophies. The GRM is active on the casino floor and provides engaging leadership and training. The GRM may be required to work irregular hours and extended shifts including late nights, early mornings, weekends and holidays, as business needs dictate. The GRM will interact with guests proactively, and will tailor service offerings to meet the individual preferences and needs of each guest. The GRM reports directly to the Director of Marketing.

ESSENTIAL JOB FUNCTIONS:

1. Assists the Director of Marketing in creating a culture of data driven results and revenue via the planning, practice and execution of excellence in customer care, creative customer messaging, memorable experiences and customer valued offers.

2. Interacts with guests proactively and professionally, ensuring the best guest service possible.

3. Maintains a visible presence on the gaming floor and addresses any inquiries or issues promptly and effectively.

4. Develops and maintains a Guest Service program for the Casino as a whole, to ensure consistency in impeccable guest service.

5. Arranges special requests, coordinates transportation, and makes dining or entertainment arrangements, and arranges hotel stays for hosted players.

6. Solicit feedback from guests through surveys, reviews, and direct communication, and utilize this information to continuously improve service delivery and enhance guest satisfaction.

7. Lead and motivate Aces Club and Host teams, providing guidance, training, and support to ensure consistency in service standards and excellence in guest interactions.

8. Oversees the operation of the Aces Club program, including membership enrollment, rewards distribution, and event coordination.

9. Manage the Player Host team, assigning duties, setting performance goals, and providing ongoing training and development.

10. Responsible for preparing and monitoring analytics based on use of Casino database(s) such as PromoTracker, Oasis 12.7 (or similar version), VizExplorer or similar. Responsible for database segmentation to determine player worth (Free play analytics).

11. Develop and maintain relationships with VIP guests, including recognizing their preferences and ensuring they receive personalized attention and exclusive amenities during their stay.

12. Evaluates play levels to determine comps and rewards in conjunction with set guidelines.

13. Plans, assigns and monitors the daily activities and duties of the players’ club representatives and player development hosts.

14. Initiates player recruitment programs/promotions/events to encourage customer usage of the player's club card.

15. Oversees staff in recruiting potential new players, retention of current players, and re-activation of inactive/decliners.

16. Works closely with other departments in the coordinating, planning and execution of monthly, quarterly or yearly player development programs.

17. Maintains knowledge of Customer Relationship Management program and facilitates host task management and performance tracking, essential in maintaining the efficiency of the daily workflow.

18. Assists in setting guidelines with requirements necessary for customer qualification into an incentive program based on customer play, coin in, coin out, hours of play, etc. with Director of Marketing

19. Ensures all player development benchmarks are being achieved. This includes but is not limited to acquisition and coding of players to hosts, recovery of decliner and inactive players, identifying and hosting to High Value Players, comping to High Value Players, and telemarketing or communicating with High Value Players to incentivize incremental visitation to the Casino.

20. Maximizes available player tracking and customer relationship management programs to drive incremental play and revenue.

21. Reviews and interprets reports regarding membership rewards, and utilizes data to promote successful player development prospecting, retention, and inactive/decliner programs.

22. Ability to resolve guest complaints; analyze and interpret players’ needs and the results.

23. Evaluates competitor’s top player programs regularly and identifies any opportunities for improvement within our program.

24. Maintains Player’s Club supplies and promotional collateral are properly stocked, inventoried and displayed, if applicable.

25. Ensures compliance with all applicable gaming regulations.

26. Ensures and promotes security, maintenance and accountability for all Sky Ute Casino assets under departmental control.

27. Maintains full knowledge and understanding of player database.

28. Maintains continual confidentiality of player and employee information.

29. Responsible for disciplining employees and dispute resolution.

30. Fills in for shifts when needed.

31. Acts as a Liaison between management and line employees.

32. Interviews, hires and trains Player Hosts and Players’ Club Representatives as required.

33. Keeps management informed of all matters related to the Bear Club.

34. Oversees employee compliance.

35. Maintains time keeping and attendance of employees.

36. Provides timely review and performance evaluation for staff.

37. Other duties may be assigned by the Director of Marketing

MINIMUM REQUIREMENTS & QUALIFICATIONS:

· Must be at least 21 years old.

· High School Diploma and equivalency required. College degree preferred.

· One (1) year casino host or club (player tracking program) or casino front of the house guest service experience with previous supervisory skills required.

· Has an excellent understanding of player tracking software and understanding of player data and player worth.

· Must be able to work a flexible schedule including nights and weekends and be able to fill all shifts when needed.

· Must be a self-motivated, hard worker with an attention to detail.

· Must have computer experience and be proficient in database management.

· Must have a pleasing, customer service oriented personality along with superior people skills.

· Ensures and promotes superior guest service at all times.

· Must be able to meet deadlines established by the Director of Marketing.

· Must be able to work with little or no supervision.

· Maintains constructive relationships with all employees and customers.

· Able to lead by example.

· Strong written and verbal communication skills at a 12th grade level.

PHYSICAL DEMANDS:

· Must be able to sit, stand and walk for prolonged periods.

· Frequently uses a telephone and computer for scheduling, reporting, accessing Marketing/Sales data and communicating.

Must be able to lift and move up to 50 pounds.

· Must have good vision, hearing, manual dexterity and flexibility.

WORK ENVIRONMENT:

· Must be able to work all shifts including nights, weekends and holidays.

· Must have excellent attendance.

· Must be able to work in a noisy and crowded environment.

· Must be able to work under close surveillance cameras.

CONDITIONS OF EMPLOYMENT:

· Candidate selected for employment will be subject to, employment reference and background check.

· Must obtain and maintain a Southern Ute Division of Gaming license.

· Must comply fully with all Sky Ute Casino’s policies and procedures, Gaming code regulations and any applicable policies and regulations set forth by the Casino Resort.

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Free parking
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Morning shift
• Weekends as needed

Work setting:

• In-person
• Resort

People with a criminal record are encouraged to apply

Ability to Relocate:

• Ignacio, CO 81137: Relocate before starting work (Required)

Work Location: In person