VIP Services Manager

• Serves as a leader for all Player Development team members while fostering teamwork, positive morale, motivation, open communication and creating Winning Experiences.
• Manage a database of the property’s top VIP clients and work to bring new VIP clientele to both Newport Racing and Gaming and Turfway Park Racing and Gaming.
• Motivates and develops team members through mentoring, coaching, and providing performance feedback.
• Coordinates, assigns, and measures telemarketing campaigns. Oversees telemarketing campaigns to generate incremental profitable trips.
• Oversees the VIP Host Team and their coordination of the VIP Lounge and VIP Events.
• Coordinate and plan all Marketing Events with the Director of Marketing.
• Coordinate with internal department leaders and communicate upcoming special events.
• Work closely with Marketing Coordinators to communicate needs to plan and execute events.
• Review activities and promotional status with the Director of Marketing.
• Assist in managing the budget for premium gaming guests and VIP Promotions.
• Evaluate customer’s play for comp requests.
• Assists players in making arrangements for hotel and restaurant reservations and other amenities in absence of Hosts.
• Responsible for coaching and providing direction for Hosts to achieve their sales goals.
• Responsible for managing and increasing guests’ rated play.
• Communicate with premium/rated guests through telemarketing, letter writing about available services, promotional opportunities and special events.
• Develops and implements VIP player programs/events to create guest loyalty and return guest visits.
• Helps resolve VIP guest opportunities, conflicts, and complaints on behalf the Company in a fair and equitable manner.
• Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
• Represents the Company for VIP outings and events as needed.
• Communicate between guest and staff department to ensure customer satisfaction.
• Meet with departmental directors and managers as necessary.
• Adheres to regulatory, departmental, and company policies in an ethical manner and endorses business objectives, ethics and values of the company and property.
• Other duties as assigned.

STANDARDS OF PERFORMANCE

• Management abilities demonstrated in managing the VIP and premium players effectively.
• Public relations and customer service skills.
• Maintaining interpersonal working relationships among all personnel.
• Oral and written communication skills.
• Willingness to assume responsibility relative to the performance of the department and the property.
• Available to work when needed, including weekends, holidays, and nights.

EDUCATION, TRAINING, AND EXPERIENCE

• Preferred three to five years of experience in gaming guest service operations including but not limited to Player Development with a 4-year degree in a related field or equivalent work experience.
• Knowledge of Aristocrat Player Tracking System and Microsoft Products preferred.
• Able to obtain and maintain a valid Kentucky gaming/racing license

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee may also be required to lift, push, and pull up to 50lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud. The employee is subjected to circulate throughout the assigned areas, including the smoking area, actively observing players and functioning of machines.

I have read the above job description and fully understand the requirements set forth therein. I hereby accept the position listed above and agree to abide by the requirements set forth and will perform all duties and responsibilities to the best of my ability.