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Senior Player Relations Executive

2 months ago

Rockford, Illinois, United States Hard Rock International (USA), Inc. Full time
Job Description

Overview

POSITION SUMMARY:

The individual in this role is tasked with designing and implementing strategies to engage and host mid- to high-limit players, ensuring exceptional guest satisfaction and fostering repeat patronage. This position also involves cultivating and nurturing relationships with midrange gaming guests to promote loyalty and encourage return visits. Frequent interaction with high-value guests is essential, along with making informed decisions regarding the provision of complimentary services and products.


Responsibilities

ESSENTIAL FUNCTIONS:

(These functions serve as a general illustration of the work performed in this job classification and are not exhaustive for this position)

  • Enhance customer engagement (both new and existing) among high-value guests and develop qualified players to expand a vital revenue stream in collaboration with the Director of Player Development.
  • Plan, coordinate, and oversee both on-site and off-site events tailored for high-limit guests.
  • Gather and analyze competitor insights and relay findings to the Director of Player Development.
  • Maintain comprehensive knowledge of all gaming machines, table games, promotions, special events, and tournaments.
  • Address guest inquiries, concerns, and complaints promptly and thoroughly.
  • Increase customer share and boost gaming revenues from both slot and table guests.
  • Generate additional business and encourage more visits from loyal guests through effective written communication and telemarketing strategies.
  • Utilize a computer database to identify and target potential guests.
  • Proactively collaborate with other marketing departments to create events that foster additional guest relationships.
  • Stay informed about marketing promotions and maintain a prominent presence on the casino floor.
  • Consistently exhibit a positive and professional demeanor when interacting with guests.
  • Maintain strong partnerships with VIP Services and external vendors to ensure all complimentary services and expenses are accurately managed and consistent with established agreements.
  • Be prepared for a flexible schedule, including nights, weekends, and holidays, with an understanding that days off may vary.
  • Comply with all Illinois Gaming Regulations.

NON-ESSENTIAL JOB FUNCTIONS

Participate in seminars as required.


Qualifications

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Relevant education and experience may be interchangeable on a year-for-year basis)

A Bachelor's degree in business, marketing, or a related field, or 3-5 years of hosting experience or prior gaming experience with high Asian clientele preferred; or an equivalent combination of education and/or work experience. Previous experience in the gaming industry is mandatory.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

  • Must obtain and maintain all necessary licenses/certifications as per Federal, State, and Illinois Gaming Commission regulations.
  • Must successfully pass a background check.
  • Must successfully pass a drug screening.
  • Must be capable of handling stressful situations with guests with dignity and utmost professionalism.
  • Must be at least twenty-one (21) years of age.
  • Must be available to work on holidays and weekends, as well as flexible shifts.