Guest Relations Manager – Hard Rock Casino Vancouver

  • Company:
    Great Canadian Gaming Corporation
  • Location:
  • Salary:
    negotiable / monthly
  • Job type:
  • Posted:
    4 days ago
  • Category:
    Customer Service

Requisition #
Job Location
Canada-British Columbia-Coquitlam
Job Stream
Guest Services
Site Location
Hard Rock Casino Vancouver
Job Type
Number of Positions Open
Posting Date
Expiry Date
Travel Required
Educational Requirements
High School
Languages Required
Job Description
Do you have experience in guest service at an executive level? When you enter the work place, do you take pride in knowing and acknowledging your internal and external guests by name to create that personal Rockin’ It Service? Have you been described as a team member that always provides legendary guest service and has a Make It Happen attitude?
If this is describing you, then you may just be the perfect fit for this exciting role at Hard Rock Casino Vancouver as a
Guest Relations Manager !
Under the direction of our Director, Gaming Operations, you will be responsible for identifying, developing and sustaining quality business relationships with all VIP Guests in a way that enhances guest loyalty while growing the casino’ business.
Come be part of a dynamic, fast-paced and exciting team environment at Hard Rock Casino Vancouver!
Duties and responsibilities include:
Responsible and accountable for increasing the percentage of VIP carded play, according to established targets
Approaching and building new guest relationships & maintaining and enhancing existing guest relationships
Utilizing telemarketing skills to win back inactive guests, increasing play of decliners and marketing special events, entertainment and promotions
Proactively networking by attending community events
Developing and maintaining VIP database utilizing Salesforce
Serving as a “Good Will Ambassador” for the casino and Great Canadian by providing exemplary Rockin’ It service on a daily basis
Promoting Prive Club Card Program, property amenities and marketing programs to our guests in addition to adhering to Provincial and Federal regulations
Assisting in developing operational budgets as they pertain to VIP players and promotions
Managing the day-to-day budget for the VIP program based on established program criteria
Analyzing guest play and making sound investment decisions as per guidelines when awarding complimentary products/services
Working with team members to develop strategies and tactics to drive the success of Hard Rock Casino Vancouver
Performing other duties as required
Successful candidates will demonstrate the following qualifications:
Minimum 3 years guest service experience, preferably at an executive level
Sales & / or business development experience an asset; Post secondary education an asset
Fluency in Korean and/or Chinese an asset
Computer literacy in all applications of MS Office; knowledge of Salesforce an asset
Strong English communications skills — both verbal and written, with superior telephone etiquette
Strong understanding of Slots and Table Games operations and knowledge of all gaming policies
Proven record of high guest service delivery skills; excellent interpersonal skills
Responds objectively and quickly to issues and / or concerns at the root level and exercises good judgment when rectifying guest problems
A commitment to continually increasing knowledge of Great Canadian’s products and services in order to offer exceptional experiences to our guests
A passion for providing Rockin’ It Service to our internal team members in the quest of achieving service excellence
Live HRCV’s Values all day, every day: Respect, Original, Caring, Kickin’ Service, Integrity and No Excuses
Ability to successfully obtain a Serving It Right License; ability to successfully obtain a GPEB
Ability to possess and maintain a valid driver’s license and have access to reliable transportation
Your benefits could include:
Medical Services Plan of BC
Extended Health Care
Dental Care
Great Canadian Pension Plan
Employee Share Purchase Program
Employee Discounts
Employee & Family Assistance Program
Since the party never stops at Hard Rock Casino Vancouver, candidates must be ready and willing to work a flexible schedule,
including evenings, weekends, and holidays.
The hours of work will be based on guest and business needs.
Thank you for reviewing this job opportunity at Hard Rock Casino Vancouver. If you’re ready to “Take the Stage” apply today to join our team!
Hard Rock Casino Vancouver 2080 United Boulevard Coquitlam, BC V3K 6W3