May 10, 2019

VIP Services Manager

  • Cache Creek Casino Resort
  • Brooks, CA, USA
Full time Management

Job Description

Essential Duties and Responsibilities include the following. Other duties may be assigned.


Strategically set and regularly monitor achievement of goals and metrics for the host team within the property budget to include, but not limited to:

            Outbound communication to VIP guests through email and telemarketing.

            VIP player segment loyalty and incremental revenue growth.

            Guest feedback and follow-up.

            Participation and assistance for marketing events as required, including RSVP tracking.


Provide pro-forma and post-forma reporting for hosted events; work with Marketing team to analyze data and recommend necessary adjustments.


Effectively cooperate and coordinate activities (such as events, promotions and training for all Player Development team members) with other managers to insure a cohesive interdepartmental team relationship.


Routinely evaluate operating budget to actual expenses, guest service standards, player reinvestment and guest relations.


Routinely maintain guest contact and interaction; resolve issues when a host is unable to do so. Effectively handle complaints and discrepancies in an efficient and courteous manner.


Regularly review, analyze and assign high-worth players to hosts.


Establish consistent guidelines and reporting criteria for the authorization of complimentaries, bonus play, match play and ticket assets.


Consistently update and maintain host policy and procedure manuals.


Supervise and schedule casino hosts while ensuring that departmental policies and procedures are being adhered to and that effective appraisals of job functions are being completed.


Coach staff as needed; regular and consistent communication with all direct reports while setting an example of excellent guest service.


Supervisory Responsibilities

Directly supervises VIP Services employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill, and/or ability required.


Experience and/or Education

Three to five years related experience in equivalent role. Must be proficient in Microsoft Office Suite. Must have experience with CRM and other relevant casino marketing systems


Mathematical Skills

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.


Language Skills

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.


Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions in written, oral, diagram, mathematical or schedule form.


Certificates, Licenses, Registrations

Cache Creek Casino Resort Tribal Gaming License.


Age Requirement

Must be at least 21 years of age.


Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without reasonable accommodations.


While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.


Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job with or without reasonable accommodations.


While performing the duties of this job, the employee is regularly exposed to fumes or airborne particles and secondhand tobacco smoke. The employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

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