SCOPE OF WORK
Assistant Manager, Membership & Guest Services will be primarily responsible in making sure of the success and overall direction and management of all activities and to maintain standards of service, organization and management of daily operations for the Membership and Rewards Program. The role will be responsible in handling all functions of membership counters and all activities related to the membership and rewards program.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide the highest quality of service to all casino patrons in encouraging / increasing rated play from casino members.
Carry out promotion of special events when required through telephone contact and/or personal communication, attending such events and participating when appropriate.
Coordinate with the gaming operation department to identify new and experienced players with intention of recruiting them in casino membership or educating them in casino rewards.
Coordinates with other departments regarding procedural or marketing concerns that will support and enhance customer service delivery.
Response via phone call or email to guests and other departments queries, requests and/ or complaints with regards to casino membership and loyalty program.
Communicate, both orally and in writing, to current, new and past guests answering questions, extending invitations and resolving any related disputes, as necessary.
Provide leadership and motivation and encourage teamwork to staff of all levels to ensure a consistent and professional corporate image as well as managing and coordinating all activities of employees engaged in career development.
Works closely with the management in building casino loyalty and incentive programs, events/promotions, and guest relations to support and enhance customer loyalty.
Provide resolution of guest complaints that have escalated past the shift manager’s ability to resolve and provide feedback to the management for improvement.
Oversee the work flow processes and ensure all standard operation procedures and audit procedures are being followed for all functions and activities at casino membership counter as well as monitoring all activities carried out by shift managers and below to ensure that the department’s objectives are achieved and maintained.
Remain knowledgeable on company’s product and property knowledge, up to but not limited to events, promotion offers, room categories, food and beverage offerings and the entertainment calendar.
Responsible for all activities related to membership acquisition and to maintain a high level of data accuracy on membership database.
Promote a high level of excellent customer service to all customers to build and expand customer relationships and service delivery.
