Executive Host-GCT
About The Position
Under the general direction of the Assistant General Manager, the Guest Relationship Manager (GRM) is responsible for identifying, developing and sustaining quality business relationships with all VIP Guests in a way that enhances guest loyalty while developing the casino's business. Maintains high visibility and contact with VIP guests on the casino floor to build and maintain these relationships. Enhances the players gaming experience through marketing efforts such as recognition and personalized attention, complimentary food and beverage, invitations to promotions, special events, private functions, tournaments, etc. Responsible and accountable for increasing rated play according to established targets and for making sound reinvestment decisions based on Guest play. Augments special events and promotions through telephone contact and/or personal communication and attends such events and participates when appropriate. Efficiently manages and maintains the VIP Salesforce database to ensure VIP Guest satisfaction. Ensures adherence to the Company's policies and procedures, motivates and leads by example and supports Great Canadians learning environment while establishing a safe and welcoming work environment for all team members.
Requirements
- High School Diploma; post-secondary education an asset
- Minimum 3 years customer service experience, preferably at an executive level
- Sales and / or business development experience an asset
- Knowledge of Salesforce an asset
- Fluency in Korean and/or Chinese an asset
- Strong verbal English communication skills with superior telephone etiquette
- Excellent written communication skills
- Professional demeanor and personal presentation
- Computer literacy in all applications of MS Office
- A track record of diligence and responsibility, and aspiration to achieve a culture of Great Experiences and Memories
- Demonstrated ability to use discretion, make sound decisions and offer strategic input to complex business problems
- Ability to maintain a high level of confidentiality
- Ability to possess and maintain a valid Passport; some travel may be required
- Ability to successfully obtain a Gaming License
Responsibilities
- Responsible and accountable for increasing the percentage of VIP carded play, according to established targets
- Approaches and builds new Guest relationships & enhances and maintains existing Guest relationships
- Utilizes telemarketing skills to win back inactive guests, increases play of decliners and markets special events, entertainment and promotions
- Networks proactively by attending community events
- Develops and maintains VIP database utilizing Salesforce
- Promotes loyalty programs, property amenities and marketing programs to our Guests in addition to adhering to Provincial and Federal regulations
- Assists in developing operational budgets as they pertain to VIP players and promotions
- Manages the day-to-day budget for the VIP program based on established program criteria
- Analyzes Guest play and makes sound investment decisions as per guidelines when awarding complimentary products/services
- Works with Colleagues to develop strategies and tactics to drive the success of the site
- Ensures compliance with licensing laws, health and safety and other statutory regulations
- Manages other initiatives as required
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
High school or GED
