General Position Summary:

Responsible for all aspects of customer retention and development in an effort to boost casino play and increase Club Clearwater membership. Responsible to resolving customer complaints/disputes while ensuring guests receive “Clearly Superior Customer Service.”

Essential Functions/Major Responsibilities:

• Responsible for maximizing the relationship-building
• Efforts with all directly assigned guests
• Evaluates customer play for comp needs
• Communicates in person and via telephone with Diamond and upper-level Emerald players
• Monitors Diamond player touch-points and serves as a conduit between guests and staff to ensure that service levels are at a premium and are consistently delivered to premium players
• Assists in the development and implementation of initiatives to capture premium players through outside acquisition campaigns
• Investigates and resolves disputes related to premium players
• Participates in local community groups by attending meetings to expand Club membership and in particular, to acquire premium players

Secondary Functions:

• Monitors player redemption data and performs regular audits
• Attends all department meetings to ensure the smooth dissemination of information relative to VIP events and promotions
• Assists and coordinates with the Club in order to provide Clearly Superior Customer Service to all premium players
• Other duties as assigned

Specific Job Skills

• Must be able to provide Clearly Superior Service to guests and employees with proven public relations, conflict resolution skills
• Excellent oral and written communication skills
• Must possess competency in use of Microsoft Office applications with knowledge of database usage
• Accurate and timely handling of assigned tasks and multiple activities
• Must possess ability to promote “Clearly Superior” work ethics by example
• Ability to follow directions
• Ability to problem-solve, handle stressful situations and make good decisions
• Ability to function in a team-orientated environment and work independently

Qualifications

Education and/or Experience:

High School diploma or GED required. BA or Marketing degree desired or a combination of education and three (3) years of direct gaming experience in the area of player development. Minimum two (2) years supervisory or management experience desired. Some Leadership or Management training helpful. Proficiency in computer applications is required, database usage preferred.

Job Conditions:

Working conditions include working in a casino with a computer and other equipment. Other working conditions may include working with others, frequent interruptions, evening and/or weekends. A majority of the time will be spent in an office setting although special events will require standing for extended periods of time. The work schedule will include working flexible hours and shifts to include late nights (casino hours of operation) and may require some travel while attending offsite functions (local civic meetings; Rotary, Kiwanis, etc).

Physical Requirements:

Manual and finger dexterity for operation of personal computers and routine paperwork. Ability to sit/stand for extended periods of time. Ability to lift 50 lbs.