Casino Marketing Manager

 As the VIP Hospitality Manager, your responsibility will be to lead a specialized team of service professionals in providing an exceptional on property experience for Harrah’s very best guests . This role will put you at the helm of all VIP service activity, requiring you to own all aspects of the customer service journey from arrival to departure, while consistently striving to delight our guests and garner loyalty to our product and brand.  The ideal candidate for this position must have an innate passion for customer care, sales background and an extensive leadership background in delivering outstanding customer service.  This person must be self-motivated, inspiring, and have experience leading, training and coaching large and highly collaborative service teams to success.

 

Essential Job Functions: 

             

• Responsible for on-going hiring and performance management for a team of highly talented service professionals to provide efficient guest service, customer satisfaction and profitability.
• Role model excellence in service, inspiring your team through both Harrah’s best practices.
• Provide regular feedback and coaching as well as annual and mid-year reviews for direct reports using available HR and performance management tools.
• Responsible for department P&L’s and shift scheduling.
• Analyze cost and revenue reports for areas of responsibility and recommend actions to be taken to improve financial performance.      Formally present updates to plans and provide appropriate explanations and solutions to variances.
• Oversee operations in the Laurel Lounge.

 

• VIP Services:
  • Continuously improve the communications between the VIP Services team and the Senior Executive Host and Account Executive teams to ensure the most seamless delivery of service promises possible to our VIP audience.
  • Champion organizational improvements and efficiencies by seeking out best practices and opportunities for innovation. 
  • Coordinate Service programs with general marketing programs and systems.
  • Develop annual business plans for the Service team that identify revenue potential and describe Service programs that will attain benchmark levels of revenue from the coded database, while anticipating and reacting to changes in planning assumptions and altering plans as necessary. 
  • Develop annual business plans for the VIP Hospitality team that identifies revenue potential by key market segments and describes Account Development programs, Player Development activities and services that will attain acceptable levels of revenue by key segment. 
  • Redeems promotional vouchers. (No redemption for cash, only merchandise)
  • Prohibited from adding points to players accounts.
  • Issue replacement Total Rewards Cards to guest.

 

 

Knowledge, Skills & Education:           

• College degree or equivalent experience preferred but not required.
• Excellent interpersonal, communication, problem solving, leadership and analytical skills required.
• Must have a systematic and process oriented mindset to ensure seamless end-to-end customer experiences.
• Motivator, coach and trainer.
• Strategic problem solving skills, yet comfortable overseeing day to day activities
• Must be a proactive change agent.
• Should have track record of success in both taking risks and making prudent business decisions.

 

 

Physical Requirements:

Must be able to maneuver throughout casino and hotel areas. Must be able to sit, stand, bend, crouch, stoop, kneel, crawl, twist, and balance when performing in front of or interacting with guests.  Must have manual dexterity to manipulate props and present customers with gifts/prizes. Must be able to frequently lift up to 20 pounds.  Must be able to respond to both visual and aural cues.  Must be able to read, write, speak, and understand English.  Must be able to tolerate areas containing secondary smoke. 

Important Notice:

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Guest service is an intricate portion of all job positions on property.  Because of this, you may also be asked to perform other dut