Cascades Casinos North Bay
Location
Callander, ON | Canada
Job description
Your Role
Attracts, maintains, and retains sustainable relationships with, but not exclusive to, assigned qualifying VIP Patrons. Acts as Gateway Casinos and Entertainment Ltd. on-site service liaison for VIP Patrons, adding unique experiential value, and anticipating needs to drive loyalty and growth in play/revenue. Collaborates to help develop and support all VIP activities, events, programs, and key initiatives in alignment with the GW Ontario Player Development strategic direction.
Why Work for Us?
Gateway celebrates and empowers our team members, who make it all possible. A career at Gateway means working with great people, being recognized for your unique contribution and career advancement opportunities across our 30 locations. Our employees thrive with ongoing training and leadership programs while working in a dynamic and fun environment. See for yourself what its like to be on a team that values your vision, skill and energy.
We Provide
- Full benefits package for full-time employees
- Retirement savings plan
- Exciting, supportive and fun work environment
- Family and friends discounts on travel, tech, food, beverage, and fitness
- Development and training opportunities
What You Bring
- 3-5 years of experience as part of a guest relations, casino or hospitality team
- Post secondary education in hospitality or a related field is an asset
- Experience working with VIP guests is an asset
- Accepting of change and adaptable to innovation, working towards goals with accountability.
- Ability to engage and build rapport with VIP guests and key stakeholders.
- Demonstrated knowledge of Player Development Metrics, engagement tactics and follow through.
- Excellent communication (verbal and written) and interpersonal skills
- Ability to maintain confidentiality and action sensitive issues with discretion
- Ability to resolve conflicts with tact and discretion in an appropriate, positive and timely manner
- Ability to deal with demanding clientele in a professional manner
- Excellent organisational and time management skills
- Ability to multi-task and work under pressure
- Knowledge of Asian culture and language skills an asset
- Working knowledge of Microsoft Word, Excel, and Outlook
- Ability to travel as required
Key Responsibilities
- Develops and maintains relationships with VIP guests with outreach to declining segments and newly identified VIP members, focused on customer service, loyalty and growing casino business.
- React to trend data to identify and engage emerging member VIPs and prospect additional Player potential in competitive markets through awareness and increased presence.
- Monitors the arrival, stay, and departure of VIP guests to ensure that customer service exceeds expectations and all aspects of the visit are successfully coordinated.
- Maintains a thorough understanding of slot products and table games.
- Reacts accordingly to trends in VIP player segments with tactics to improve performance.
- Attracts, engages, and develops emerging VIP players.
- Responsible for supporting and participating in Hosts and VIP Services activities as required.
- Ensures fiscal responsibility through proformas and proof of concepts maintaining a strong focus on budget and ensuring achievable ROI.
- Ensures customer service objectives remain aligned to company standards by soliciting and communicating feedback from all Stakeholder.
- Drives excellence in VIP program via compliance, retention, guest service and VIP marketing practices.
- Ensures that guests are made to feel comfortable while gaming by using discretion and tact.
- Resolves issues or concerns in a calm, professional and discreet manner. Reviews processes and procedures to ensure issues do not re-occur.
- Reviews and implements processes and procedures on how to handle demanding guests and remove barriers to service to ensure issues do not re-occur and staff are competent in their functions.
- Communicates and maintains current knowledge of products, events, promotions and general information relating to the gaming floor and the property.
- Works in collaboration with team members to ensure accurate Patron data, that all VIP guests have membership cards and understand the benefits of membership.
- Uses good business judgment to issue complimentaries where appropriate.
- Keeps up to date with competitor property player programs, initiatives, and service standards.
- Ensures that the VIP Room(s) are kept in an impeccable condition at all times.
- Adaptable to change in strategy from local site focus to shared province-wide collaborative hosting model.
- Performs other duties as required.
Working Conditions/Physical Requirements:
- Casino environment
- Ability to stand and walk for long periods of time
- Must be able to work all shifts, weekends, holidays, and special events as needed
- Travel required: 30-40%
Get to Know Gateway
Gateway Casinos & Entertainment Limited (“Gateway”) is one of the largest and most diversified gaming and entertainment companies in Canada with 28 gaming properties in British Columbia and Ontario and two additional properties in Edmonton, Alberta. Across its entire portfolio, Gateway currently employs approximately 7,000 people and features approximately 334 table games (including 27 poker tables), 13,555 slots, 91 food and beverage outlets and 561 hotel rooms. A multi-pronged growth strategy has seen Gateway diversify and expand its product offering, including developing proprietary casino and restaurant brands, dramatically improving the gaming customer experience while attracting new customers. Some of Gateway's proprietary brands include Match Eatery & Public House, Atlas Steak + Fish and the new Halley’s Club. In 2022, Gateway will celebrate 30 years in the business of gaming and entertainment in Canada. Additional information is available at .
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Gateway is a proud equal opportunity employer and dedicates itself to Respect, Integrity, Team-Work and Exceptional Customer Service. We are committed to providing an inclusive and barrier free candidate experience and work environment. If you require accommodation at any point during the recruitment and selection process, please let us know.
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