Resort Club Experience Lead

Great River Resort & Casino

Mount Pleasant (IA)

On-site

USD 42,000 - 65,000

Full time

5 days ago

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Job summary

Great River Resort & Casino in Mount Pleasant, IA seeks an assistant to the Player Services Manager to oversee all aspects of the Resort Club. You will lead guest relations, manage KCMS accounts, and support staff operations.

This role emphasizes exceptional customer service, data accuracy, and coordination of promotions and events. Strong communication, organization, and team leadership are essential, with adherence to IRGC rules and company policies.

Qualifications

Bachelor's degree in Marketing, Management, Public Relations or equivalent preferred.
1–3 years in direct customer service, sales, and/or public relations with supervisory experience.
Previous casino work is a plus; proficient in office software.

Responsibilities

Provide exceptional customer service for internal and external customers.
Greet guests immediately upon approaching the Resort Club.
Create Resort Club accounts in KCMS.
Ensure database integrity with accurate data input (correct guest information).
Assist in creating a schedule for Resort Club and VIP staff.
Assist with training Resort Club and VIP staff.
Assist in interviewing and hiring staff.
Assist with ordering and restocking of all needed materials.
Assist in writing reviews for all staff and discipline as needed.
Assist in setting up all incentives, events, and promotions in KCMS.
Assist with all promotions and special events, including concerts.
Authorizes overrides for comps and/or redemptions according to Marketing policies.
When Resort Club Manager is not present, resolves guest complaints and questions regarding the Resort Club.
Point of reference for all information regarding promotions, entertainment, events, schedules, etc.
Maintain clear communication with department on status of pending projects.
Promotes Resort Club cards by explaining Club benefits and encourage enrollment.
Assures that Resort Club staff are adhering to all company rules and regulations, including confidentiality of customer files and habits, proper distribution of promotional material and entries, and proper handling of files and data.
Assures that staff complies with SOPs.
Maintain confidentiality and discretion including customer files and habits, company procedures, data or marketing profiles.
Represent the company by maintaining a professional atmosphere when creating customer relationships on and off property.
Meets proper department and company uniform, appearance, and grooming standards.
Attends all company required training.
Ensures proper department uniform, appearance, and grooming standards are followed.
Complies with all Iowa Racing and Gaming Commission (IRGC) Rules and Regulations and any other local, state, or federal guidelines.
Must be able to be approved for and maintain a valid gaming license.
Adheres to all safety guidelines.
Meets company attendance requirements.
May be required to work days, nights, weekends and holidays.
Performs other duties as assigned.