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About the Role

The Guest Relationship Manager (GRM) is responsible for identifying, developing, and sustaining quality business relationships with VIP Guests to enhance loyalty and grow the casino's business. The role involves maintaining high visibility on the casino floor, enhancing the guest gaming experience through marketing efforts, and managing the VIP Salesforce database.

Responsibilities

• Increase the percentage of VIP carded play according to established targets.
• Approach and build new guest relationships, and enhance and maintain existing guest relationships.
• Utilize telemarketing skills to win back inactive guests, increase play of decliners, and market special events, entertainment, and promotions.
• Network proactively by attending community events.
• Develop and maintain the VIP database utilizing Salesforce.
• Promote loyalty programs, property amenities, and marketing programs to guests.
• Adhere to Provincial and Federal regulations.
• Assist in developing operational budgets as they pertain to VIP players and promotions.
• Manage the day-to-day budget for the VIP program based on established program criteria.
• Analyze guest play and make sound investment decisions when awarding complimentary products/services.
• Collaborate with colleagues to develop strategies and tactics to drive site success.
• Ensure compliance with licensing laws, health and safety, and other statutory regulations.
• Manage other initiatives as required.

Requirements

• Minimum 3 years of customer service experience, preferably at an executive level.
• Sales and/or business development experience is an asset.
• Knowledge of Salesforce is an asset.
• Fluency in Korean and/or Chinese is an asset.
• Strong verbal English communication skills with superior telephone etiquette.
• Excellent written communication skills.
• Professional demeanor and personal presentation.
• Computer literacy in all applications of MS Office.
• A track record of diligence and responsibility, and aspiration to achieve a culture of Great Experiences and Memories.
• Demonstrated ability to use discretion, make sound decisions, and offer strategic input to complex business problems.
• Ability to maintain a high level of confidentiality.
• Ability to possess and maintain a valid Passport; some travel may be required.
• Ability to successfully obtain a Gaming License.

Skills

• Salesforce
• MS Office
• Telemarketing
• Communication
• Customer Service
• Business Development

Location

• Casino environment

Work Type

• Non-traditional work hours may be required

Experience Level

• Minimum 3 years customer service experience

Education Level

• High School Diploma
• Post-secondary education an asset