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OverviewDon’t just work. Work Happy.A career in gaming? At Greektown Casino Hotel, you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.An individual could be successful if they possess the following.Your daily responsibilities include
Responsible for supervising and managing staff in the Player Development department. Develops, implements and manages operational goals and monitors achievements of performance and profit objectives in defined area.
Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
Develops and implements VIP player programs/events to create guest loyalty and return guest visits.
Administers and oversees player coding in Salesforce and monitors team member progress.
Prepares and distributes daily and weekly reports for own department, other departments and management in regards to scheduled VIP player property visits.
Assists players in making arrangements for hotel and restaurant reservations and other amenities in absence of Hosts.
Responsible for coaching and providing necessary pathways to Hosts to achieve their Salesforce goals.
Develops and implements VIP player discretionary comping guidelines.
Makes final decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability and customer profitability.
Resolves VIP guest opportunities, conflicts, and complaints on behalf the Company in a fair and equitable manner.
Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
Represents the Company for VIP player outings and events as needed. Provides professional representation on at internal and external meetings and events.
Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. Responsible for the overall achievement of department customer service goals.
Enhances guest interactions by providing a friendly greeting, offering directions, answering questions, making announcements, and creating an upbeat and positive atmosphere.
Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.
Maintains strict confidentiality in all departmental and company matters
To be successful in this position it will require the following skill set
Bachelor’s degree (B.A.) from four-year college or university; or minimum of five (5) years in a customer service leadership role and/or training; or equivalent combination of education and experience.
Must have a minimum of two (2) years Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games.
Two (2) years of hosting experience with adequate customer following preferred.
Must have excellent verbal, written, and interpersonal skills.
Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook).
Strong client interface and presentation skills preferred.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Must have demonstrated ability to drive toward results.
Something to leave you withPenn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.Now that you have read about who we are, here is your opportunity to see what we're about!Equal Opportunity EmployerCasino Property Greektown Casino HotelPosition Type Regular Full-TimeCategory Marketing
