Guest Services Manager
POSITION DESCRIPTION
REPORTS TO:
Marketing Manager
SCOPE OF POSITION:
The Guest Services Manager is responsible for implementing players club/guest services
strategies and tactics including player development, players club promotions, and department
strategy.
DUTIES AND RESPONSIBILITIES:
The following are examples only and are not intended to be all inclusive or restrictive; other
duties may be assigned as necessary.

Performs all functions in accordance with applicable Tribal, Federal and other laws and
gaming regulations and Kickapoo Lucky Eagle policies and procedures.

Ensures the highest possible standards of guest service are provided and listens and responds
to guest and employee concerns and questions.

Responsible for the successful overall direction and management of all activities related to
player development, casino services, host services and the maintenance of the casino
customer base

Develops, implements and maintains a targeted casino customer base, establishing strategies
and production standards and developing policies and procedures for the accomplishment of
objectives

Monitors play (numbers of trips, theoretical win) of upper tier club members and other Player
Segments

Plans and executes player development strategies focused on identifying and nurturing new
players with obvious development potential

Manages relationship marketing and player development strategies, including objectives and
tactics, linked to on-going performance assessments.

Manages staff to develop communication and relationship building efforts with guest and
floor personnel.

Delegates tasks to subordinates as necessary to ensure maximum efficiency.
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Guest Services Manager
POSITION DESCRIPTION

Identifies and implements strategies for targeted direct marketing to non-paragon guests
including members of the loyalty clubs of other casinos

Maintains appropriate staffing levels by interviewing, selecting, training, scheduling,
evaluating, promoting, disciplining and terminating employees as needed.

Responds to special requests of guests, as well as guest complaints and inquiries in a calm,
prompt, courteous manner.

Responsible for being in compliance with regulatory regulations and departmental policies
and procedures.

Attends and satisfactorily completes all training as assigned by Marketing Manager.

Prepares operating budgets and maintains necessary controls to operate the department
within the budget.

Attends and satisfactorily completes all required training as assigned and required.

Performs other duties as assigned.
REQUIRED QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential job duty
satisfactorily.

Must be at least 18 years of age.

Ability to be present at work for assigned schedule including, nights, weekends, holidays and
extended hours when required.
SUPERVISORY RESPONSIBILITIES:
Supervises day-to-day activities; provides training, planning, assigning and directing work;
appraise performance, rewarding, and disciplining employees; and addresses complaints and
resolving problems.
EDUCATION AND EXPERIENCE:
College courses in Marketing, preferably a Bachelor’s degree from a four-year college or
university; or three to five (3-5) years in casino marketing, sales or casino operations with
progressive supervisory experience. Must have experience with databases; creation and
execution
MATHEMATICAL SKILLS:
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Guest Services Manager
POSITION DESCRIPTION
Ability to add, subtracts, multiply and divides in all units of measure, using whole numbers,
fractions, and decimals
LANGUAGE SKILLS:
Excellent English oral and written communication skills. Spanish or other language skills a plus.
EMPLOYMENT AUTHORIZATION:
Must be able to provide authorization to work in the United States. Required to obtain and
maintain a gaming license from the KTTT Gaming Commission. Responsible to keep all
documents current and valid at all times. Kickapoo Tribe or other Tribal preference preferred.
PHYSICAL & WORK ENVIRONMENTS:
The physical and work environments described here are representative of those that must be met
and are encountered by an employee to successfully perform the essential functions of this job.
While performing the duties of this position, the employee is regularly required to stand, sit,
walk, bend for extended periods; reach with hands and arms; talk and listen on a regular basis;
Ability to work for extended periods in an office under artificial fluorescent lighting with varying
noise levels and in a smoke filled environment.
Must be able to perform under pressure, concentrate for a prolonged periods and able to work
long hours under stressful conditions. Specific vision abilities include the ability to adjust vision.
The employee may be exposed to the risks associated in attempting to resolve issues with
difficult guests and extremely irate staff members.
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