Casino Marketing & VIP Services Manager in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 1/21/2020

Job Snapshot

Job Description

POSITION SUMMARY:

The Casino Marketing & VIP Services Manager position is responsible developing and executing marketing strategies to maximize net revenue from casino guests sourced by shoreside business segment channels and mass play. The primary focus of the position is to deliver an on-board gaming experience that exceeds guest expectation and elevated NPS throughout the fleet. This role is also responsible for expanding the reach and appeal of the Club Royale, Partnership and Royal Rep programs and mass play to attract new members, engage and retain existing members through the casino rewards program and exceptional guest service standards. This position is accountable for the operational oversight for shipboard Fleet Traveling Hosts, Casino Hosts and Assistant Casino Host groups. These responsibilities include, but are not limited to, Club Royale loyalty program, VIP Special Events, Partnership and Royal Rep group management and function execution on board the vessels, Instant Reward Certificate programming, ensuring best practices, and delivering a superior guest experience. This role will partner closely with Casino Operations, Hotel Operations, M & R Managers, Marketing, IT, Revenue Management, Analytics, and Consumer Outreach. The success of this role will be measured by the achievement of annual Net Revenue targets, delivery of innovative on-board concepts, and ensuring operational excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Plans and executes on-board marketing initiatives to drive incremental visitation and revenue from casino guests
  • Creates, communicates, and implements new features and benefits to Club Royale’s loyalty program
  • Partners with the Manager, Casino Marketing & VIP Services (Shoreside) for alignment and execution of all casino marketing initiatives
  • Measure the effective growth of Club Royale tier levels from marketing and promotional campaigns
  • Partners with casino on-board marketing to develop, create and design engaging communications and collaterals to include but not limited to digital signage, promotional flyers, VIP gifts, video & still photography
  • Provides guidance and direction to Traveling Casino Hosts relating to hiring, training, evaluating casino shipboard host teams
  • Develops and implements incentive and succession plans for shipboard host teams
  • Ensures increase/reduction par coverage based on fleet seasonality and VIP bookings
  • Develops, implements and manages SOP's, best practices and training manuals for Casino Hosts
  • Align casino marketing business channels to ensure operational consistency across all guest segments
  • Partner with IT to continually develop automated processes and reporting
  • Create, implement, and improve tools to empower all guest-facing roles to deliver exceptional service to guest and to adhere to reinvestment guidelines
  • Demonstrates and delivers exemplary customer service training, tools and techniques to ensure brand service standards
  • Effectively manages all processes related to a seamless casino guest journey experience
  • Foster understanding and enthusiasm for how each team members contribution relates to key results of the company
  • When appropriate, personally manage customer issues, escalations, and on-board responsibilities
  • Perform other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Job Requirements

EDUCATION, EXPERIENCE, KNOWLEDGE & SKILLS:

  • Minimum of five years casino marketing experience
  • Minimum of three years front-of-house casino marketing experience
  • Minimum of two years leadership experience within a gaming, leisure, or hospitality
  • Knowledge of Casino Marketing and Guest Service techniques
  • Ability to compile, analyze and manage the financial aspects of a casino operation, including the successful identification of expense reduction through cost efficiencies and revenue growth
  • Ability to drive multiple initiatives simultaneously and sustain movement to completion
  • Knowledge of the principles of casino mathematics, including the calculation of theoretical loss
  • Knowledge of the principles and processes for providing customer and personal services including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques
  • Demonstrated leadership capabilities and effective verbal and written communications skills
  • Ability to manage the international staff in a positive and productive manner by motivating, developing and managing employees as they work
  • Knowledge of policies and practices involved in the human resources function
  • Ability to utilize and administer the disciplinary action process through coaching and counselling to improve performance or terminate employment
  • Ability to read, write and present extensive and complicated procedures
  • Ability to travel extensively, domestic and international, and work flexible hours
  • Working knowledge of computers, Internet access, and the ability to navigate within a variety of software packages such as Excel, Word, PowerPoint, database software or related programs

 

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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