Under the direction of the Manager, Relationship Marketing, the Relationship Marketing Host is responsible for providing “mid-tier” level guests with the Best-in-Class experience. Builds guest loyalty using sales and marketing techniques that foster an exclusive guest relationship and generate gaming revenue as determined by management. Remains highly visible to and interactive with premium guests, and therefore requires a high level of professionalism, and championing of the goals and priorities of the Tribe in a manner that reflects and upholds the Tribal Community’s vision, mission and values. As a team member of the Player Development Department, the Relationship Marketing Host is a Yaamava’ Resort & Casino Ambassador and takes personal ownership to ensure all of their actions are in the best interest of the enterprise.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Uses “Segment-of-One” marketing approach to track activity and preferences of each “mid-tier” guest, and then tailors offers and incentives that appeal directly to interest of individuals. Meets or exceeds predetermined goals and measurable objectives established by management for daily calls and written correspondence to active, inactive and potential new guests. Complies with and upholds enterprise expectations including policies, procedures, industry regulations, and department guidelines.
2. Actively prospects for new and reactive opportunities and develops “mid-tier” guests to extend and acquire trips.
3. Progresses players through each tier or to premium level average.
4. Handles all aspects of guest journey (hotel accommodation, dining reservation, entertainment, folio clearance at checkout).
5. Monitors guest participation and tracks guest feedback to determine effectiveness of events and promotions.
6. Serves as a temporary point of contact for assigned Casino Host databases and communication channels as directed by management. Assumes responsibility for supporting and servicing players within the assigned database, within the management-approved scope of the position, to ensure continuity of guest service. Monitors player activity, identifies guest needs, provides timely updates on database performance, and maintains clear, consistent communication with management regarding player engagement opportunities and service-related matters. Escalates guest requests, exceptions, or matters that fall outside the approved scope of the position to management for review and direction.
7. Attends and hosts player onsite/offsite events in various areas as assigned by management.
8. Performs other duties as assigned to support the efficient operation of the department.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
- High School Diploma or GED required.
- Bachelor’s degree in hospitality, marketing or related field highly preferred.
- Minimum two (2) years of experience in a Casino/Gaming, sales, marketing or customer service required.
KNOWLEDGE, SKILLS AND ABILITIES (KSA)
- Must possess drive to exceed revenue generation targets.
- Intermediate proficiency in Microsoft Outlook, Word, Excel, Power Point and Access necessary.
- May be required to communicate verbally and in written form in one of the following languages: Chinese, Vietnamese, Korean, or Tagalog.
- Must have outstanding communication skills.
- Must be consistent with upholding a professional image with a polished appearance and demeanor.
LICENSES, CERTIFICATIONS AND REGISTRATIONS
- At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
- No Driving Responsibilities: Role does not require a driver’s license or insurance.
PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT
The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.
- Primary work environment is in a climate-controlled Casino & Resort setting.
- Work requires travel to attend meetings, trade shows, and conferences.
- Incumbents may be required to work evening, weekend and holiday shifts.
- Must be able to work in a fast-paced, high-demand environment.
- Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
- Sedentary work: involves sitting some of the time and standing. Constantly operates a computer and other
- office productivity machinery, such as a calculator, copy machine, and computer printer.
- Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
- Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
- Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings,
- via videoconference and over the telephone.
- Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
- Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
- Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
- The employee may be exposed to fumes or airborne particles including secondhand smoke.
Reasonable accommodation will be made in compliance with all applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!
