Slot Guest Relations Manager

1 month ago

Vancouver, Canada Parq Vancouver Full time

**OUR COMPANY**

Parq Vancouver is Where Vancouver Plays.

Featuring a beautiful casino, high-end salons, restaurants, entertainment, bars, patios, and hotels all under one roof, Parq is where Vancouverites and visitors alike come to have fun with friends and family in a vibrant and memorable environment unlike anything else in the city.

We are proud to celebrate Vancouver, its beauty, and its people, which we do through creating unique experiences, offering high quality amenities, and building relationships with locals, visitors and like-minded businesses.

**OVERVIEW**

The Slot Guest Relations Manager will work with the Slot and Guest Services team as well as various operations department to identify and develop strategic relationships with guests, and to create an exclusive VIP experience while providing superior service to our guests while on site. As the Slot Guest Relations Manager, this role will manage relationships with guests and all non-gaming and gaming departments to ensure smooth running operations and seamless superior service.

Cultivating strong relationships with our players and staff will grow loyalty to our operations and translate to our long term financial success. The Slot Guest Relations Manager will work with the Director of Slots & Guest Services under the Chief Operating Officer to analyze and strategize the performance opportunity of revenue and services provided to our guests.

**WHY WORK AT PARQ**
- Extended Health and Dental Benefits
- RSP/RRSP Matching
- Employee and Family Assistance Program
- Tuition Reimbursement
- 20% off at Parq Food & Beverage Outlets
- Discounted rates at local businesses within the community
- Volunteer opportunities
- Employee Recognition Program
- Opportunities for growth and development
- Companywide events
- Refer a Friend Program

**DUTIES AND RESPONSIBILITIES**
- Create a culture of complete guest satisfaction through all interactions with Associates and guests
- Develop player loyalty with existing players and drive new player acquisition in active play
- Work closely with the VIP team to enhance player experience
- Assist guests with information on services available and coordinate all necessary arrangements as requested
- Gather feedback from guests through surveys, comment cards, and direct communication
- Suggest ideas for enhancing service by evaluating and analyzing current service performance
- Analyze guest feedback to identify trends, areas of improvement, and opportunities to enhance guest experience
- Develop and maintain a strong relationship with VIP Slot guests to enhance their loyalty and satisfaction
- Contact players regarding available offers, promotions, and invitations to VIP events
- Arrange transportation to the property either through a network of representatives, directly with guest, or on a group/individual basis
- Provide scheduling arrangements for hotel and/or restaurant when required
- Adhere to company strict confidentiality of all information of players and casino policies and procedures
- Resolve guest relations issues with the assistance of all management
- Assists with organization and implementation of players’ parties, special events and promotions
- Anticipate guests needs and proactively provide assistance to enhance their overall experience
- Other duties as assigned

**QUALIFICATIONS AND EXPERIENCE**
- Must have good overall communication skills in English (verbal, written, spoken), an asset to be able to communicate in other languages
- One (1) to Three (3) years of experience in a customer service environment, as a Host or Concierge is an asset, casino industry related experience preferred
- Knowledge of current casino operations is preferred
- Ability to effectively manage time and perform multiple tasks simultaneously
- Must be proficient with customer Point-of-Service systems

**CERTIFICATES AND/OR LICENSES REQUIREMENTS**
- Ability to obtain a valid GPEB registration
- Ability to complete all BCLC required trainings
- Serving it Right Certification

**PHYSICAL REQUIREMENTS**
- Able to lift, handle, and transport materials that are over 20lbs
- Required to sit, stand and walk during working hours
- Must be able to work various shifts including overnights, weekends, and holidays- We would like to acknowledge that at Parq Vancouver we live and work on the unceded traditional territories of the Coastal Salish peoples of the Musqueam, Squamish, and Tsleil-Waututh Nations_

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