VIP Services Director

Pay based on experience | Requires flexibility to work various shifts

In this fast-paced, high-energy environment where providing the ultimate guest service is essential, how do we guarantee that we exceed our guests’ expectations? As a VIP Services Director, you will be responsible for ensuring that the VIP Services team and Potawatomi Casino Hotel delivers! While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our mission, vision, and values.

• Provide strategic direction to the VIP Services and Players Club departments to establish programs that will acquire new guests and successfully retain existing guests to increase revenue.
• Analysis of all key volume indicators for all hosted players, including, but not limited to visitation patterns, theoretical revenue, actual revenue, coin in, table drop, buy in, hotel room bookings, and reinvestment.
• Develop and implement a cost-effective strategic player acquisition and development plan. Specifically design a program to identify and solicit opportunities for the development and retention of new business to generate and achieve specific revenue goals.
• Carry out other management responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include, but are not limited to, interview, hire and train team members; plan, assign and direct work; appraise performance; reward and discipline team members; address complaints and resolve problems.
• Create, maintain and be accountable for the annual VIP Services budget.
• Work closely with other departments to coordinate activities on property.
• Build relationships, market our gaming product to potential high limit guests, and travel to various markets to meet new potential high-end players. Ensure maximum level of guest service to encourage guest return and loyalty.
• Develop department goals to align with Potawatomi Casino Hotel’s Mission, Vision and Values.
• Develop, implement and maintain training for VIP Services staff based on applicable procedures. Supply coaching, mentoring, and training as needed to maximize host performance.
• Communicate and interact with guests to include but not limited to answer questions, extend invitations and resolve any related disputes.
• Respond to special requests of guests, as well as guest complaints and inquiries in a calm, prompt, courteous and professional manner.
• Ensure and facilitate effective communication and flow of information to the VIP Services and Players Club teams.
• Establish, update and ensure full compliance with departmental Internal Controls, policies, procedures and regulations.
• Perform other duties as assigned.

• Bachelor’s degree in Marketing or Business Administration and seven (7) years of casino operations, guest service or related field required. If no degree, ten (10) years of casino operations, guest service or related experience, or equivalent combination of education and experience required.
• Four (4) years of supervisory or management experience required.
• Two (2) years working in the casino credit area preferred.
• Must possess a working knowledge of advanced guest retention principles and be capable of applying to special projects and VIP Services events.
• Proven record of increasing participation of high-end players. This involves an in-depth study and understanding of frequency trends, distance trends, spending trends and other interests involved in target marketing.
• Office skills, ability to use standard office equipment and computer proficiency in Microsoft Word, Outlook, Excel, Power Point and Access; two (2) years of experience working with patron management software required.
• Must be able to work in a fast-paced and intense environment and handle stressful situations effectively, while maintaining an upbeat and positive attitude.
• Held accountable, to the highest degree, for the accuracy and thoroughness of department records and reports.
• Ability to read, analyze and interpret complex…