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

• 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