Player Services Manager

Great River Casino Resort; Mount Pleasant (IA); On-site; USD 70,000 - 100,000; Full time

Job summary

Great River Casino Resort is seeking a Player Services Manager to lead VIP Hosts, Telemarketers and Resort Club staff, driving play development and new member growth on-site in Mount Pleasant, Iowa. The role emphasizes leadership, service excellence and regulatory compliance across casino promotions.

The position requires strong writing and communication skills, budget awareness, and the ability to collaborate with vendors and Human Resources to deliver effective marketing initiatives.

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.
• 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.

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.

Skills

Leadership

Customer service

Hospitality management

Copywriting

Multitasking

Vendor coordination

Education

Business administration experience

Tools

KCMS

Microsoft Office

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.