Job Description

Pay based on experience | Requires flexibility to work various shifts

In this fast-paced, high-energy environment where providing the ultimate guest service is essential, how do we guarantee that we exceed our guests’ expectations? As a VIP Services Director, you will be responsible for ensuring that the VIP Services team and Potawatomi Casino Hotel delivers! While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our mission, vision, and values.

Principal Duties and Responsibilities (*Essential Functions)

1. *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.
2. 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.
3. *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.
4. *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.
5. *Create, maintain and be accountable for the annual VIP Services budget.
6. *Work closely with other departments to coordinate activities on property.
7. *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.
8. Develop department goals to align with Potawatomi Casino Hotel’s Mission, Vision and Values.
9. Develop, implement and maintain training for VIP Services staff based on applicable procedures. Supply coaching, mentoring, and training as needed to maximize host performance.
10. Communicate and interact with guests to include but not limited to answer questions, extend invitations and resolve any related disputes.
11. Respond to special requests of guests, as well as guest complaints and inquiries in a calm, prompt, courteous and professional manner.
12. Ensure and facilitate effective communication and flow of information to the VIP Services and Players Club teams.
13. Establish, update and ensure full compliance with departmental Internal Controls, policies, procedures and regulations.
14. Perform other duties as assigned.

Job Qualifications

1. 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.
2. Four (4) years of supervisory or management experience required.
3. Two (2) years working in the casino credit area preferred.
4. Must possess a working knowledge of advanced guest retention principles and be capable of applying to special projects and VIP Services events.
5. 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.
6. 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.
7. Must be able to work in a fast-paced and intense environment and handle stressful situations effectively, while maintaining an upbeat and positive attitude.
8. Held accountable, to the highest degree, for the accuracy and thoroughness of department records and reports.
9. Ability to read, analyze and interpret complex documents, such as technical journals, financial reports and legal documents.
10. Ability to respond to common inquiries or complaints from guests, regulatory agencies or members of the business community.
11. Strong influencing and relationship-management skills.
12. Ability to effectively communicate and present information to executive management and groups of internal and external guests of the organization.
13. Ability to define problems, collect data, establish facts and draw valid conclusions.
14. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form.
15. Ability to maintain organization, meet deadlines and possess integrity and discretion in handling confidential information.
16. Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
17. Ability to work irregular hours and extended shifts including late nights, early mornings, weekends and holidays.
18. 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.
19. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Working Conditions

The noise level in the work environment is usually moderate. When on the casino floor the noise level increases. The facility is not smoke free.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties and skills required.

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