Reporting to Assistant Director/Director, VIP Services and will be primarily responsible for monitoring VIP Services Executives and Shift Managers and for ensuring they are generating quality casino business, specifically tables and/or slot business; taking care of guests and providing them with excellent and the highest service standards in relations to supporting HOIANA Casino business objectives.
Additionally, this individual is responsible for developing community and business relations to further enhance the HOIANA Casino’ brand. Maintains confidentiality of all privileged information. Responsible for the oversight of continuous service standards to ensure guest retention, loyalty and visitation from various markets to grow property player base and increase revenues. The Senior Manager/Manager, VIP Services will proactively identify, acquire and retain high-value customers and focus on increasing VIP engagement and wagering activity. Develop the VIP Services team members to create a one-on-one relationships with premium players and provide exceptional guest service to cultivate and maintain VIP relationships.
Duties may include but not limited to:
- Develop and manage the player development area to cultivate relationships with high worth casino guests.
- Responsible for the direct supervision and oversight of the day to day supervision of the player development department
- Attend and participate in player events.
- Accessible to handle all guest needs and provide support for Player Development Executives.
- Report on the progress of Player Development activities including, but not limited to, new player sign ups, event costs and attendance, host reporting, host incentive program, comps, business revenues etc.
- Coordinate outside events, to include booking airfare, transportation and event tickets and Participate in the planning of the International marketing calendar when necessary.
- Generate daily player arrival and departure lists
- Coach player development executives to build player relationships with new, maintenance and inactive players. Develop weekly call & contact goals for PD executives and ensure they are meeting those goals. Train new hosts as they are hired on.
- Responsible for the coding and encoding of players to Player Development Executives
- Monitors Player Development Executives performance and continuously evacuates comp decisions and job executions.
- Serves as a point person in the resolutions of customers complaints and service recoveries.
- Express a willingness to learn new skills and maintain a high quality of guest service according to HOIANA Values.
- Other Duties as assigned by Management.
