Job Title: Casino Relationship Manager
Full Time
Job Description:
The primary responsibility of a Casino Relationship Manager is to aggressively market casino customers through telemarketing and communication of current offers and promotions.  All duties are to be performed in accordance with departmental and The Venetian and The Palazzo Casino Resort’s policies, practices, and procedures.

  • Must meet or achieve assigned outbound marketing and revenue goals.
  • Heavily utilize GEMFIRE for prospecting of database development and meet minimum daily call goals.
  • Effectively book reservations and follow up to confirm arrangements.
  • Ensuring appropriate room type and welcome amenities, arrange shows, meal, and transportation comps upon requests.
  • Develop relationships between the property and our premium guests.  Ensure that guests are introduced to casino hosts to further develop relationships and foster engagement with the property.
  • Following up with players thanking them for their visit and checking for satisfaction as well as offering to book next visit.
  • Other duties as directed by management.
Aggressive telemarketing of cold and warm leads on an ongoing basis. Build relationships on behalf of Venetian and Palazzo and determine the appropriate channel for communication. Works to complete tasks or to obtain approvals in accordance with company guidelines. Arranges timeline to complete tasks and interfaces with other departments to complete assignments or projects, and meet the deadlines related to those assignments. Evaluate information to render an opinion or take action based on that information that will impact the department or function.

Possess skills to hasten resolution, assess course of action, and implement or take action based upon findings.
Job Requirements:
 Minimum Employment Requirements: 21 years of age, proof of authorization/eligibility to work in the United States, high school Diploma or equivalent. Ability to communicate effectively in a positive/upbeat fashion utilizing English, both in oral and written form. Must Speak Mandarin or Cantonese. Maintain a professional, neat and well-groomed appearance adhering to Company appearance standards. Maintain consistent adherence to the Venetian and Palazzo Unmatched Guest Service Standards. Work varied shifts, including weekends and holidays.

Specific Position Requirements: Must have excellent customer service skills and at least two years experience in aggressive outbound sales and/or telemarketing. At least one year of previous experience in casino marketing developing casino gaming guests is preferred. High Call Volume, typing skills (min 45 WPM) is strongly preferred, working knowledge of Microsoft Outlook, and ability to text message.  Knowledge of ACSC and computer systems preferred. Must be willing to spend his or her entire shift telemarketing casino players.

The following skills are highly desired and required to succeed in this role:

Sales Skills: The ability to aggressively market consumers, successfully overcome objections, and close on reservations.

Communication / Player Follow-up:Must be able to track sales calls and follow-up appropriately to book reservations.

Telemarketing & Sales Skills: Good cold-calling ability, the ability to open a conversation, effectively promoting the features and benefits of the Venetian and Palazzo vs. the competition.  This includes the ability to convey the terms of all offers and promotions, and effectively secure reservations. 

Customer Service Skills:The ability to effectively handle guest challenges when the need arises and the ability to handle challenging customers.

Work in a fast-paced, busy, and somewhat stressful environment. Maintain physical stamina and proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines. Must be able to frequently move freely about the office, maintain manual dexterity to access computer via computer keyboard and operate office equipment, such as telephones, copiers, fax machine, etc. Withstand various activities such as frequent walking, sitting for long periods and withstand prolonged standing, stretching, bending and kneeling without restriction. Be able to work indoors and be exposed to various environmental factors such as, but not limited to fatigue, noise, dust, cigarette smoke, and be able to access all areas of the property.

Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned. Must be able to work with others, communicate well, give direction, review the work of others, and provide guidance and counsel when needed to achieve department goals and objectives. Must maintain a positive attitude toward work and interface with hotel guests in a congenial and polite manner. Must be able to address stressful situations with clients with dignity and the utmost tack and politeness. Must be able to touch and handle supplies in a safe and non-hazardous manner, maintaining proper hygiene, cleanliness, and disposal methods.
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