Penn National Gaming VIP Manager in Las Vegas, Nevada
Don’t just work. Work Happy.
A career in gaming? At Penn National Gaming, we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.
An individual could be successful if they possess the following.
Your daily responsibilities include
The VIP Manager is responsible for the strategic oversight of VIP Marketing programs and special projects within the corporate environment. The incumbent is also responsible for assisting properties to develop and cultivate new and existing customers through the coordination of these casino marketing programs.
Essential Duties and Responsibilites:
The following and other duties may be assigned as necessary:
Responsible for supervising and managing staff in the VIP department. Develops, implements and manages operational goals and monitors achievements of performance and profit objectives in defined area.
Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
Assists VP of Casino Marketing in the management of Independent Agents, Branch Offices, and Air programs.
Initiates, follows up on, and completes assignments and special projects on time within budget.
Creates and maintains the companywide Brand & VIP event calendar and other cross marketing opportunities with outside sales, properties and partnerships.
Evaluates performance of VIP programs by analyzing data and reports in order to implement changes to ensure programs are profitable.
Partners with property leaders to develop consistent processes and procedures for casino marketing programs.
Responsible for the acquisition of VIP segments within the external markets. Develops groups with potential gaming profiles, assuring continued growth of the customer database.
Responsible for remaining current on all regulatory policies regarding Credit and Collections.
Responsible for overall VIP requirements and submission processes for CRM software. Develops standard operating procedures and makes improvements as needed.
Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager. Manages monthly P&L and budget updates for Independent Agent and Branch Office programs.
Resolves 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 player outings and events as needed. Provides professional representation on at internal and external meetings and events.
Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. Responsible for the overall achievement of department customer service goals.
Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management.
Maintains strict confidentiality in all departmental and company matters.
To be successful in this position it will require the following skill set
Bachelor’s degree (B.A.) in Marketing or related field from four-year college or university; or minimum of five (5) years related experience; or equivalent combination of education and experience. Experience in casino marketing highly preferred.
Ability to interpret, comprehend, and explain financial data.
Must have excellent verbal and written communication skills.
Must be able to work all shifts including nights, weekends, and holidays, as business needs dictate.
Ability to write reports, business correspondence, and procedure manuals.
Ability to maintain a high level of confidentiality and professionalism.
Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, PowerPoint, and Outlook). Experience working with CRM software preferred.
Must be able to travel to all locations as needed.
Strong client interface and presentation skills preferred.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to work collaboratively and communicate effectively with team members at all levels of the organization.
Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Must have demonstrated ability to drive toward results.
Something to leave you with
Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.
Now that you have read about who we are, here is your opportunity to see what we're about!
Equal Opportunity Employer
Job ID 2019-69186
Casino Property Penn National Gaming, Inc.
Position Type Regular Full-Time