Vice President of Customer Development

  • Baha Mar
  • Baha Mar Casino &, Nassau, New Providence, The Bahamas
  • Dec 04, 2017
Full Time Customer Service & Call Center Executive Hospitality & Tourism Hotel Manager Management

Job Description

Brand:              Baha Mar Casino

Job Title:          Vice President of Customer Development

Reports to:       EVP Casino Marketing & Operations

 

Baha Mar Casino’s Vice President of Customer Development will work together with the Executive Vice President of Casino Marketing & Operations to drive market share and build and brand relationships with casino guests through leadership of the Customer Development team, casino hosts, independent representatives and junket programs.

 

The Baha Mar culture begins with PASSION.

We have a passion for “BETTER THAN BEST” that leaves a lasting impression on our guests, and creates a timeless resort experience that is glamorous, fun and exceptional. Here is how you can “own the wow!”

  • Care deeply
  • Have a generous spirit
  • Thrive as part of a team
  • Pay exacting attention to details
  • Create emotional connections with our guests
  • Be strongly committed to Baha Mar’s success

 

What you will also have already accomplished:

  • College Degree in Hospitality, Finance, Accounting, Business or related field
  • 10+ years of equivalent experience in the casino industry with lead role in player development

     

    Description of Responsibilities

    Baha Mar Casino’s Vice President of Customer Development will be responsible for driving market share, building, and branding relationships with casino guests through leadership of the Customer Development team, casino hosts, independent representatives and junket programs. Responsibilities will include, but are not limited to:

  • Oversee Casino Host and VIP Services functions on property that market the casino operations to mid and high level casino patrons and extend superb service to gaming guests
  • Work with the Casino Marketing & Customer Development team to identify, assist, and retain high-value casino customers on property
  • Work closely with and provide support to the Casino Marketing & Customer Development Executives so that premium gaming patrons receive exceptional, streamlined service while on property and are appropriately accommodated (i.e. accurate room reservations, transportation, etc.)
  • Ensure timely response to premium casino guest requests, questions, and concerns (i.e. credit inquiries, etc.)
  • Approve credit limits according to the approved credit authorization matrix
  • Evaluate guest’s casino activity to determine complimentary and have the authority to approve complimentary as necessary and according to the approved comp policy
  • Analyze and evaluate the productivity and profitability of Casino Hosts on property
  • Maintain knowledge on all resort information, including the player’s club card, property amenities, promotional events and daily activities, in order to provide explanation and answers to guest questions
  • Assist in customer development efforts and communication efforts for the Baha Mar Royal Blue Golf Course
  • Work with leadership to create goals and budgets for Customer Development Operations that align with the overall Casino Marketing strategy
  • Travel as appropriate and utilize marketing network to assist in customer development
  • Create, train and reinforce service standards for Customer Development Operations
  • Resolve gaming customer disputes and complaints
  • Assist in executing on-property promotions, offers and special events through personal communication, attending functions and participating when appropriate.
  • Maintain high visibility of the gaming floor
  • Perform other duties as assigned