Customer Relatnship Manager, Premium Services

Assist coded patrons and provide a high standard of customer service in order to generate repeat visitation. Anticipate customers' needs and concerns to ensure maximum guest satisfaction. Strategize and plan in order to maintain and grow their book of business. Help prepare and make arrangements/bookings for upcoming guest trips.

Record and update Player 360 system with all guests' interactions and preferences. Responsible for establishing criteria for various customer levels and providing complimentary packages. Maintains policies and procedures that ensure guest complimentaries are issued in accordance with the casino’s guidelines and system of internal controls.

Cross-sell and promote all marketing related initiatives (offers, events, promotions) to drive incremental revenue and visitation. Ensure that all coded patrons receive personal attention, recognition and quality service. Supports in planning for the expansion of the targeted casino customer base. Communicates, both orally and in writing, to current, new, and past guests in terms of answering questions, extending invitations and resolving any related disputes.

Works with different departments to cater to the needs to the guests. Communicates with all departments ensuring an optimal level of guest service, satisfaction, and accuracy is provided and maintained throughout the property and in the coordination of marketing events.

Requirements

A Bachelor’s degree in a relevant area, such as business administration and management. 3-5 years of experience in Supervisor or Managerial level preferably in Casino Industry.