Player Development Coordinator

Gun Lake Tribal Gaming•Wayland, MI

2d•Hybrid

About The Position

The Player Development Coordinator is responsible for providing AAA 4-Diamond customer service while supporting Player Development initiatives. The incumbent is designed to enhance the player experience, increase guest loyalty, and drive revenue growth at Gun Lake Casino Resort. At Gun Lake Casino Resort, every Team Member is an ambassador, essential to the success of our company and our culture. We expect that all Team Members take personal ownership in ensuring that everything they do is in the best interest of Gun Lake Casino Resort and embody the core values of the Seven Grandfather Teachings: Love, Truth, Respect, Bravery, Honesty, Wisdom, and Humility.

Requirements

Must be 21+ years of age.
Ability to communicate effectively with internal and external Guests in both written and verbal form.
Must have the ability to plan, organize, and complete work logically and independently.
Must possess a strong, outgoing, enthusiastic, and friendly personality.
Able to make progress and/or handle multiple assignments under time constraints.
Ability to work through situations with upset/irate Guests.
Ability to analyze data and make an informed decision.
Strong understanding of Microsoft Office products, casino management systems, Hotel booking systems, and a contact management system with the ability to learn and comprehend new programs.
Flexible schedule with the ability to work any shift or any day as business demands.
Must be able to obtain a gaming license through the Gun Lake Tribal Gaming Commission.
All applicants must be able to demonstrate their US work authorization during the employment verification process.
The pre-employment process also requires the ability to pass a criminal background investigation, and drug test.

Nice To Haves

Associate’s degree or equivalent education is preferred. Experience in lieu of will be considered.
Two (2) years Casino Host experience with a proved track record of business growth is preferred.
Experience in telemarketing, hospitality, sales, and/or equivalent combination of education and experience will be considered.
Work experience in the gaming or hospitality industry is preferred.

Responsibilities

Maintain a professional and courteous attitude, ensuring positive guest interactions by always demonstrating Gun Lake Casino Resort’s AAA 4-Diamond service standards.
Responsible for practicing, supporting and promoting Gun Lake Casino Resort’s “Unsurpassed Service” Standards at all times.
Act as a central organizational support for the Player Development team, ensuring deadlines, initiatives, and promotions stay on track.
Act as a liaison between VIP guests and the resort to ensure the delivery of the highest level of guest service within Gun Lake Casino Hotel Resort.
Complete daily tasks to elevate communication within the team and enhance the guest experience.
Keep PD events organized and ensure bookings are reserved and logged properly in all areas.
Train new incoming Relationship Representatives by reviewing all areas of the GLC employee handbook.
Create daily, weekly, and monthly call strategies for RDR.
Prepare and create call strategy reports that can be evaluated and tracked to better understand call profitability.
Create Event Spreadsheets, CRM Campaigns, and ensure proper distribution of tickets for ticketed events.
Ensure proper event booking and tracking within the Department CRM and/or Patron Management.
Attend trainings and ongoing education to strengthen knowledge of the CRM system (Patron Management/Gaming Analytics).
Perform various clerical duties as assigned by the Player Development Manager or Director.
Track inventory and order office and event-related supplies.
Track Department spending and expenses that are charged by the Host team.
Make outbound calls to confirm event attendance hotel stays, and other Player Development initiatives.
Maintain close communication with Hotel and Hosts regarding room inventory, availability, and potential upgrades for VIP guests.
Assist the PD team in elevating the overall VIP Guest experience through proactive service and follow-up.
Meet, greet, and deliver exceptional service to VIP guests during on-property visits and special events.
Coordinate hotel accommodations, valet transportation, room amenities, spa reservations, and other arrangements for VIP guests.
Provide hotel room check-in and reservations for VIP guests for meals, spa, or other activities.
Work with Casino Hosts, Player Development Administration, Hotel, and Food and Beverage personnel to ensure room amenities are provided for hosted guests.
Maintain a clean and organized work area.
Work special events servicing VIP guests on and off property.
Make telemarketing calls to guests as directed and assigned through Patron and/or Gaming Analytics.
Complete tasks assigned through Gaming Analytics.
Assist Host and Executive Host with booking rooms and comps for Hosted and Un-hosted players.
Perform other job-related duties as assigned.
Work on the casino floor or in an office environment as required.
Ability to communicate effectively with internal and external Guests in both written and verbal form.
Maintain a clean and organized work area.
All other duties as assigned.