JOB DUTIES:

The Manager of VIP Player Services is responsible for developing and overseeing programs and initiatives that drive guest satisfaction, increase gaming revenue, and promote guest retention at the property. This role plays a key part in executing Player Development strategies, with a focus on casino sales and marketing, player acquisition, growth, and retention. Utilizing database analysis and customer insights, the Manager ensures revenue goals are achieved through strong professional guest relationships, targeted marketing, and the effective leadership of the host team.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Provide exceptional guest service to internal and external guests by maintaining and exhibiting We-Ko-Pa Way Service Standards: Smile and Greet, Name and Meet, Thank You, and Goodbye.

• Oversee the execution of all Player Development programs to support guest satisfaction, loyalty, and incremental revenue.
• Develop, implement, and manage strategies to grow a targeted customer base, using data to inform reinvestment strategies, loyalty club promotions, and personalized guest experiences.
• Monitor play (trips, theoretical win, ADT) of VIP and upper-tier guests. Use these metrics to set goals, evaluate host effectiveness, and improve retention efforts.
• Lead and manage the Host and Executive Host team, ensuring productivity, engagement, and accountability for revenue-driving activities.
• Responsible for hiring, training, scheduling, performance management, and disciplinary actions of Player Development team members.
• Reward and discipline team members as performance indicates, while maintaining a high level of professionalism and confidentiality.
• Review and report on Player Development results monthly; adjust strategies as needed in collaboration with the Marketing Director.
• Maintain knowledge of and communicate all casino promotions, working with other departments to ensure VIPs are recognized, rewarded, and engaged.
• Work with the Marketing Director to plan and execute tier-specific and exclusive VIP events, including eligibility criteria, budgeting, and post-event analysis.
• Develop and manage reinvestment initiatives for Player Development and Players Club, ensuring alignment with budget and ROI expectations.
• Coordinate and maintain logs for ticket distribution and team member play across all on- and off-property events.
• Create and manage proposals, proformas, and strategic documents for player acquisition and retention efforts.
• Participate in planning and strategy meetings to assess goals and implement new initiatives.
• Maintain accurate and thorough records, reports, and documentation as required.
• Facilitate regular team meetings to support communication and goal alignment within the department.
• Collaborate with Gaming Directors to ensure VIP recognition across departments.
• Maintain strict compliance with all licensing and regulatory requirements, including the ability to obtain and maintain a State and Tribal Gaming License.
• Must be able to lift up to 50 pounds and push or pull up to 100 pounds
• Must pass a pre-employment drug screening.
• Performs other related duties as assigned.

WORK CONDITIONS:

• While performing the duties of this job, the employee is required to:
• Stand and walk for 67–100% of the workday.
• Bend, reach, and use eye/hand coordination for 34–66% of the workday.
• Sit for 1–33% of the workday.
• Communicate clearly and professionally in person and over the phone for 34–66% of the workday.
• Exposed to varying temperatures when moving between indoor and outdoor areas for 34–66% of the workday.
• Exposed to a high level of noise on the casino floor daily.
• May occasionally lift, carry, or move items weighing up to 25 pounds.

MINIMUM QUALIFICATIONS:

• Associate’s or Bachelor’s degree in Business or related field preferred.
• Minimum of 3 years of customer service or marketing experience required.
• Previous supervisory or management experience is required.
• Strong working knowledge of player data systems and Microsoft Excel is required.
• Experience in database analysis and its application to marketing strategies is preferred.
• Must be at least 21 years old.

INDIAN PREFERENCE:

Preference will be given to qualified applicants who are members of federally recognized Indian tribes. To be considered for Indian Preference, applicants must submit a Certificate of Indian Blood (CIB) with their application.