Loyalty and Casino Marketing Manager

WHAT YOU’LL DO

As a Loyalty & Casino Marketing Manager you will oversee the overall coordination of the loyalty desk and casino marketing operations.  You will be responsible for managing all loyalty club training and desk operations.  You will also assist with implementing and operationalizing casino promotions, tournaments, and other special events.  You will work closely with the Director of Loyalty and Casino Marketing to ensure all initiatives are being adopted and promoted enterprise wide. 

This is a dynamic leadership position that requires a conscientious thinker, leader, motivator, and a person with a passion for team building, execution, and superior service at Dreamscape’s Rio Las Vegas Hotel & Casino.

ROLE EXPECTATIONS

Responsibilities include, but are not limited to, the following:

• Responsible for day-to-day leadership responsibilities of the Loyalty Club and Casino Marketing initiatives

• Lead, coach, and motivate all Loyalty Club employees while making operational decisions.

• Manages Loyalty Club employees to ensure smooth and efficient guest and employee service.

• Contribute to development of Casino and Entertainment Event calendar, strategy, planning, yielding and execution.

• Creates and implements training standards and programs for Casino Marketing employees (including Hosts, Host Assistance, Casino Reservations Agents) on Casino Marketing processes & procedures designed to create operational efficiencies and drive bottom line revenue.

• Coordinates scheduling for slot marketing executives, loyalty desk operations.

• Coordinates all marketing collateral submission, changes, printing, and delivery.

• Assists with entirety of special events – including event execution, registration, score keeping, prize loads and payment collections for casino events.

• Coordinates the creation of all marketing tools for Slot Marketing host team.

• Generate reports as needed to track host performance.

• Performs the duties of the Loyalty Club Supervisor or Representative, if necessary.

• Plans and executes all training of new employees and any property training initiatives. Ensures employees are adequately trained in policies and procedures and that work is performed accurately, efficiently and in compliance with internal and external standards while also evaluating performance.

• Responsible for the Loyalty Club Standard Operating Procedures, Handbooks, and Employee Incentive/Recognition programs.

• Facilitates the flow of information throughout the department by attending regularly scheduled departmental meetings and conveying accurate information to employees on assigned shifts.

• Maintains accurate departmental training records and other deliverables and conveys relevant information to the Director of Loyalty and Casino Marketing.

• Participates and collaborates with cross-functional teams in the development of redemption processes for promotions, special events, or CRM initiatives that involve the Loyalty Club and Casino Marketing

• Develops communication, implements processes, and leverages technology to support employees in the Loyalty Club and Casino Marketing

• Works with Director of Loyalty and Slot Marketing to implement necessary communication and training strategies to promote Rio Rewards property wide.

• Develops reports to monitor costars and business through new Rio Loyalty Program.

• Fosters relationships with internal departments along with third party outlet leaders to ensure benefit fulfillment and adequate processes are in place so that we remain compliant and uphold expected service levels.

• Takes a leadership role to help promote new Rio Loyalty Program knowledge and operations at a property level, develops essential training tools and modules alongside Learning & Development for all employees plus third-party outlet employees, and manages distribution of training content and materials.

• Resolves Guest and Employee opportunities, providing immediate service recovery and appropriate coaching.

• Manages decisions on hiring, discipline, scheduling, vacations, and terminations for Rio Rewards

• Responsible for complying with Title 31 and AML/SARC compliance and policies and procedures.

• Assists Director of Loyalty and Casino Marketing with special projects as needed.

SUPERVISORY RESPONSIBILITIES

• This position oversees the Loyalty Representatives and Loyalty Supervisors.

REQUIREMENTS

• Possess a deep knowledge of gaming systems and the hospitality/gaming business.

• Demonstrates leadership and management skills.

• Ability to foster relationships effectively through email, telephone, in-person, & group communication.

• Demonstrate passion for Guest service.

• Ability to lead, coach, inspire, and develop strong interpersonal relationships with team members, peers, and leaders.

• Ability to define problems, collect data, draw conclusions, and resolve any issues.

• Ability to respond to inquiries or complaints from employees, guests, or regulatory agencies.

• Demonstrates an ability to improve operational processes and efficiencies.

• Ability to effectively present information to top management

• Demonstrated strong partnering, organizational, and decision-making skills.

• Tittle 31/SARC knowledge

• High School Diploma or GED equivalency

• Must be at least 21 years old.

PREFERRED

• Two to three years related experience required, including progressive supervisory experience.

• Must be proficient with IGT/Patron Management systems, Outlook and Microsoft Office applications.

• Knowledge of OPERA hotel system

CERTIFICATIONS, LICENSES, REGISTRATIONS

• Must be able to qualify for licenses and permits required by federal, state, and local regulations.

PHYSICAL REQUIREMENTS

• Must be able to work under time constraints and within established deadlines.

• Must regularly lift and/move up to 20 pounds, and must have the ability to push, pull, reach, bend, twist, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORKING CONDITIONS

• Work is performed indoors in a climate-controlled environment and exposed to various environmental factors such as but not limited to noise, dust, and smoke.

PAY RANGE

• The salary range for this position is $70,000 - $75,000/annual.

Rio Las Vegas is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Rio Las Vegas makes hiring decisions based solely on qualifications, merit, and business needs at the time.