Customer Relatnship Manager, Premium Services

• Assist coded patrons and provide a high standard of customer service in order to generate repeat visitation.
• Anticipate customers' needs and concerns to ensure maximum guest satisfaction.
• Strategize and plan in order to maintain and grow their book of business.
• Help prepare and make arrangements/bookings for upcoming guest trips.
• Record and update Player 360 system with all guests' interactions and preferences.
• Responsible for establishing criteria for various customer levels and providing complimentary packages.
• Maintains policies and procedures that ensure guest complimentaries are issued in accordance with the casino’s guidelines and system of internal controls.
• Cross-sell and promote all marketing related initiatives (offers, events, promotions) to drive incremental revenue and visitation.
• Ensure that all coded patrons receive personal attention, recognition and quality service.
• Supports in planning for the expansion of the targeted casino customer base.
• Communicates, both orally and in writing, to current, new, and past guests in terms of answering questions, extending invitations and resolving any related disputes.
• Works with different departments to cater to the needs to the guests.
• Communicates with all departments ensuring an optimal level of guest service, satisfaction, and accuracy is provided and maintained throughout the property and in the coordination of marketing events.

Requirements

• A Bachelor’s degree in a relevant area, such as business administration and management.
• 3-5 years of experience in Supervisor or Managerial level preferably in Casino Industry.