Player Services Manager

Great River Casino Resort; Burlington (IA); On-site; USD 65,000 - 90,000; Full time

Job summary

Great River Casino Resort is seeking a Player Services Manager to lead VIP Hosts, Telemarketers and Resort Club staff at our Iowa facility. You will focus on play development, cultivate new player membership, and manage promotional campaigns.

Responsibilities include budgeting, staff training, and ensuring IRGC compliance across events. Strong writing, communication, and coordination with vendors are essential to succeed in this role.

Qualifications

• Must have experience in hospitality, customer service and entertainment management.
• Exceptional writing skills and ability to write clear rules for compliance.
• Experience in developing, analyzing and implementing casino promotion budgets.
• Strong interpersonal and communication skills, both written and oral.

Responsibilities

• Lead VIP Hosts, Telemarketers, and Resort Club staff to meet performance goals.
• Cultivate new guests and memberships through promotions and campaigns.
• Review event costs and profitability; manage budgets and schedules.
• Coordinate promotional materials with vendors and outside agencies.
• Ensure regulatory compliance and write clear promotion rules for IRGC approval.
• Oversee staff scheduling, hiring, and training with HR.
• Develop and deliver on-site promotions to increase profitability.
• Respond to guest inquiries and resolve issues promptly.

Skills

Customer service excellence

Written communication

Team leadership

Multitasking under deadlines

Promotions planning

Education

Iowa Racing and Gaming license

Tools

Microsoft Office

KCMS

Graphics/Marketing tools

Casino management systems

Job description

Position DESCRIPTION

The Player Services Manager is responsible for the third supervision and leadership of VIP Hosts, Telemarketers and the Resort Club staff. Ensuring that the VIP department is focused on play developerment and cultivating new player base. The Resort Club Staff assist all club members with questions, promotions and direct mail issues.

Duties & Responsibilities

• Provide an excellent level of service to all internal and external guests.
• Evaluate the performance of the VIP Hosts and Resort Club Representative. Coach and motivate team to achieve performance goals.
• Capture & cultivate new guests by encouraging visits and new membership.
• Review cost and profit analysis for each event.
• Assists in writing and submitting timely rules and procedures for IRGC approval and compliance.Responsible for maintaining IRGC regulatory compliance in all promotional events and activities.
• Prepare purchases orders for VIP projects and events based on budget.
• Respond to guest complaints in written and/or verbal form.
• Assist in conducting monthly team marketing meetings to assess and develop promotion and marketing initiatives.
• Develop innovative promotions for all on-site venues to increase profitability & meet company objectives. Responsible for distribution of these materials.
• Develop and purchase cost-effective promotional materials for casino and property campaigns.
• Ability to effectively collaborate, coordinate and implement marketing campaign directives with third party vendors or outside consulting agencies.
• Assist in Overseeing and monitoring all internal and external signage.
• Create schedules, train staff and interview and hire staff.
• Collaborate, coordinate and implement positive Workplace Employee Events with Human Resources.
• Assist in entertainment event functions as needed.
• Adheres to reporting/recording responsibilities relative to the Bank Secrecy Act.
• Performs other duties as assigned.

QUALIFICATIONS

• Must be able to obtain and maintain an Iowa Racing and Gaming license.
• Experience in business administration preferred.
• Strong knowledge and experience in hospitality, customer service and entertainment management and all aspects of casino functions required.
• Exceptional writing skills and ability to clearly state written rules for regulatory compliance and rule comprehension by patrons and staff.
• Experience in developing, analyzing and implementing casino promotion budgets.
• Excellent interpersonal and communication skills, both written and oral. Excellent copywriter with the ability to engage consumers. Strong proofreading skills a must.
• Ability to prioritize, manage and perform multiple tasks under deadline-driven environments with speed and accuracy.
• Strong working and operating knowledge of graphics, print, web and social media programs and applications.
• Strong decision making and problem-solving skills.
• Experience in: Microsoft Office, KCMS or other casino operating/content management systems.