Santa Ana Star Casino
Location Casino Employment Status Full-Time Shift Varies Category Marketing Summary: The primary function of this job includes, but is not limited to, meeting, greeting, and building relationships with players beneficial to promoting loyalty, repeat visits, and increased revenue for the casino. Providing guest service for the VIP segment of players, hosting VIP events and promotions, and cultivating new high-end or frequent trip casino players. Major Responsibilities/Activities: * Maintains current knowledge of all events, and special functions by reviewing all available information in order to provide guests with accurate information to answer questions, handle special request, aid the guests in enjoying the best possible experience and ensures guest satisfaction. * Devotes significant time being visible and available on the casino floor in order to meet and greet guests during individual visits as well during special events. * Engage, motivate and sell the company’s venues and/or promotion to guests. * Providing guest service for the VIP segment of casino players to promote the casino, customer loyalty, repeat visits, and an increase in revenue. * Successful creative production and overall management of activities and development of strategies related to Player Development and internal Marketing efforts in order to increase casino and amenity traffic and revenue. * Attends and participates in special events and promotions. * Manages relationship marketing and player development strategies using clearly defined objectives, tactics, and on-going performance assessments. * Makes appropriate decisions regarding service recovery based on recorded pay, earned points, comp availability and customer profitability. * Utilizes information on play (numbers of trips, theoretical win) to execute player strategies focused on identifying and nurturing players with obvious development potential. * Proactively seeks out new business on casino floor, introducing the benefits of and soliciting enrollment for the Star Rewards Card program. * Responds to special requests of guests, as well as guest complaints and inquiries in a calm, prompt, courteous manner. * Utilizes all data analysis regarding promotion participation and ROI to make necessary adjustments to meet operational goals. * Provides excellent Guest Service to guests in the casino. * Resolves guests complaints and/or conflicts * Enrolls new members into the players club. * Works to reactivate inactive VIP guests through direct contact ( mail, telephone, email, referrals) * Performs other duties as assigned. Minimum Requirements: * Preference is given to qualified Santa Ana Tribal Members. * Associates Degree in Business, Marketing or related field preferred. * A dynamic and outgoing personality is required. * Must be able to be proactive in all guest service interactions and engagements. * Excellent administrative skills and abilities. * Three years gaming/Marketing experience required. * Conflict resolution skills are a must. * Sales and/or community experience preferred. * Excellent communication and interpersonal abilities. * Must be able to communicate effectively, orally and in writing. * Responsible, detail oriented and able to multi-task. * General knowledge of Microsoft software (Word, Excel, etc). * Knowledge of casino player tracking systems required. * Ability to compose correspondence, manage schedules and projects. * Must possess good time management, organization and recordkeeping skills. * Must possess the ability to coordinate a high level of activity under a variety of conditions and constraints. * Effectively interface and coordinate activities involving employees and/or guests and work effectively and professionally with employees at all levels of the organization. * Must be able to work in a team-oriented atmosphere, work independently and handle projects on an individual and/or group basis. * Must be able to work a flexible schedule, including weekends and holidays. * Must be able to portray a professional appearance and outstanding behavior at all times. * Must be able to obtain and maintain a Pueblo of Santa Ana Gaming Regulatory Commission key gaming license. Essential Mental Functions: The essential mental functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Maintains a strict level of confidentiality regarding company information. * Ability to work on assignments that are complex in nature while exercising sound judgment in problem resolution and actively participates in making recommendations. * Display strong verbal and written communication skills. * Able to read and interpret written information. Writes clearly and informatively, edits work for spelling and grammar and varies writing style to meet needs. * Must be able to work independently and exercise good judgment in handling a variety of situations. * Strong numerical or statistical aptitude. * Strong mathematical skills. * Strong organizational skills. * Proven ability to provide outstanding customer service. * Must have excellent problem solving abilities. * Must be a detail oriented, organized individual with the ability to multi-task. * Must be able to work in a fast paced environment. * Must be able to deal with stressful situations in a professional manner. * Must be a Team Player. Essential Physical Functions: The essential physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * While performing the duties of the position, the employee is frequently required to stand, walk, turn, use hands and fingers to grasp, handle, and feel, reach with hands and arms, talk and hear. * Ability to use electronic equipment including computers, adding machines and calculators. * Must present self in a well-groomed and professional appearance. * Must be able to lift up to 25 pounds. * Must be able to work at a fast pace. * Must be able to handle stress effectively. * Must be able to maneuver around the office and the facility, as needed, to collect and distribute all necessary documents. * Must be able to sit for a long durations of time. * Physical ability to safely perform the essential job functions of the position. Equipment Used: * Computer - Microsoft Applications. * All traditional office equipment and ticketing systems. * Casino Player Tracking Systems. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually loud. Employee will be exposed to inclement weather and a second-hand smoke-filled environment.
Santa Ana Star Casino