SER Guest Rel Manager - 2021

IN HOUSE POSTING:

Any SCIT Tribal Members or associate that works for SECR, SELC & SCIT may apply

SHIFT: Mon-Fri 9:00am-5:00pm

Hours vary on business levels

WAGE: $28.17

POSTED DATES: 8/6/2026-8/11/2026 

Position Summary: 

• Under the supervision of the Director of Marketing, Entertainment & Sales, manage the Access Club Department and provide support and guidance to Access Club, Box Office, and Ushers.

Essential Duties and Responsibilities: 

• Maintain the efficiency of the Access Club, Box Office, Coat Check, Ushering, Promotions, Motor Coach Program, and Guest Relations Call Center operations.


• Prepare and implement approved strategic plan, schedule and assign duties to Supervisors and Guest Relations Representatives.


• Review and monitor staff schedules to ensure adequate coverage; communicate pertinent departmental and Casino information to staff, monitor staff activities, and provide guidance and instruction as needed.


• Assist with the development and implementation of tracking program for tour bus guests; coordinate activities for internal and external marketing events and department promotions.


• Address non-routine guest complaints by identifying, anticipating, and resolving guest service problems.


• Review and analyze operational reports to identify market trends, demographic shifts, player analysis; submit a summary of operations activity and recommendations for improvements to the Director of Marketing, Entertainment & Sales.


• Build player loyalty to the Soaring Eagle brand by initiating and fostering positive guest relationships, developing and coordinating special events, shows, and tournaments.


• Issue and track complimentary items according to established guidelines; promote Casino and Access Club features and benefits and maintain active communication with guests via phone, e-mail, and written correspondence.


• Solicit and listen to guest opinions and feedback, proactively identifying and correcting existing or potential service failures.


• Identify and recruit new guests by reviewing and analyzing player activity, promotions, and enrollment reports.


• Oversee merchandise sales.


• Assist in the development of the Access Club mailers and promotions, identifying target clients.


• Conduct competitive research of other casino player reward programs throughout the year; contact potential guests and plan and implement guest visits to the casino.


• Leverage and promote property amenities and in-house player programs and promotions; explain benefits of Access Club membership and the player tracking process and host private player events.


• Ensure the integrity of Access Club processes by monitoring and reviewing complementary levels, managing ticket distribution, and ensuring players are receiving complimentary rewards in direct proportion to the level of play; ensure complimentary reinvestment percentages are maintained.


• Identify and report procedural irregularities to the Gaming Commission and/or appropriate personnel according to established procedures. Cooperate with internal investigations, and implement corrective action as needed.


• Recruit for Guest Relations Representatives by screening applicants and interviewing; schedule newly hired individuals for departmental training and train team members to identify and differentiate the value of guests.


• Identify training needs and initiate training requests as needed; provide direct and consistent instruction and guidance on policy and procedure application and service delivery.


• Prepare, review and conduct performance appraisals, and provide counseling, guidance, and corrective action as needed.


• Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.


• Must maintain strict confidentiality and present a positive, professional demeanor and image at all times.


• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.

Contacts/Purpose of Contacts: 

• Contact with the Director of Marketing, Entertainment & Sales to communicate the status of Diamond Events and Invitational Tournaments.


• Contact with the Marketing staff to ensure teamwork and open lines of communication are maintained between the Marketing Guest Relations Department and Resort and Casino operations.


• Contact with all department heads about upcoming Diamond Events and Invitational Tournaments that may affect their areas of business.

Minimum Qualifications: 

• Bachelor`s degree in Marketing or related field.


• Six years experience in casino marketing.


• Three years in a supervisory capacity.


• An equivalent combination of education and directly related experience may be considered.


• Must be at least 18 years of age.


• Must be able to work evenings, weekends, and holidays.


• Must be able to obtain and maintain a gaming license to meet the employment eligibility requirements, as they pertain to the position.

License, Certification, or Special Requirements: 

• Native American preference shall apply to all positions.

Knowledge, Skills, and Abilities: 

• Knowledge of gaming operational policies, procedures, and regulations as they relate to promotional events.


• Knowledge of modern office practices, procedures, and equipment.


• Knowledge of business English, proper spelling, grammar, punctuation, and basic arithmetic.


• Knowledge of principles and practices of public relations, promotions, and marketing in a customer service-oriented


• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and PowerPoint.


• Skill in interpersonal communication, and dealing with people with an outgoing personality.


• Skill in supervising, training, and evaluating assigned staff.


• Skill in analyzing and preparing reports.


• Ability to write reports and business correspondence.


• Ability to communicate effectively both verbally and in writing.


• Ability to apply basic mathematical skills.


• Ability to interpret a variety of instructions furnished in written and oral form.


• Ability to create reports, perform data analysis, and proposal development to include event Pro-forma.

Physical Demands: 

• Frequent use of hands, wrists, fingers associated with computer operation.


• Frequent walking throughout casino and resort.


• Required to sit, stand and walk.


• Occasionally lift/move up to 25 pounds.

Work Environment: 

• Frequent walking and standing in a smoking environment and contact with the general public.


• Constant visual stimulation via neon lights on slot machines, repeatedly changing machine video screens, static or flashing signs throughout the casino, and constant machine and crowd noise.


• Extended hours and irregular shifts may be required.