BoomTown

VIP Executive Host

BoomTown • $80K — $100K *
Edmonton, AB T5A 0A1In-Person
Hospitality & Recreation
Less than 5 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • 3+ years of gaming experience in online or brick-and-mortar casinos
  • 1+ year of experience with online gaming operations
  • 2+ years in a sales-related position
  • Proven background in account management within online gaming, customer service, or luxury telemarketing
  • Strong computer skills, especially in Excel and data management tools
  • Excellent communication and telephone etiquette
  • Must have a passion for sports and casino betting

Responsibilities

  • Establish and manage VIP accounts to drive gaming revenue
  • Anticipate player needs and exceed their expectations
  • Guide team performance in compliance and process initiatives
  • Report on host and associate team performance weekly
  • Manage comprehensive player relationships and communication
  • Utilize data and reporting to inform business decisions
  • Ensure compliance with regulations and company policies

Benefits

  • Competitive compensation package
  • Fun and relaxed work environment
  • Education and conference reimbursements
  • Parental leave top-up
  • Opportunities for career growth and mentoring
Full Job Description
About the Work
  • Establish and maintain a portfolio of top tier VIP accounts
  • Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs
  • Contribute to process and compliance initiatives that improve operations, efficiency, and service and provide coaching to improve team performance
  • Lead Host and Associate team reporting to the Regional Manager of Player Development with weekly updates and reviews of individual host and associate performance
  • Manage all aspects of the relationship with the player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary.
  • Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual
  • Assist host and associate level employees with developing their relationships
  • Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms
  • Will communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members
  • Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual
  • Utilize daily reporting and analysis to assist with making sound business decisions
  • Assist the Regional Director of Player Development with the implementation and adoption of all new initiatives and policies, including sales performance programs
  • Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales.
  • Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively
  • Fully complies with and upholds company expectations including policies, procedures, department goals and business strategy
  • Conducts themselves with the highest level of integrity and honesty
  • Handles difficult customer interactions and situations in a calm, professional and reasonable manner
  • Tasked with managing outbound initiatives to fill special events, while also participating in offsite marketing events
  • Other duties as required.

About You
  • At least 3 years of gaming experience either online or with a brick and mortar casino
  • At least 1 year of experience with an online gaming operation
  • At least 2 years of experience in a sales related role
  • Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management
  • Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette
  • Proficient in data management tools
  • Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions
  • Ability to review and comprehend player tracking screens, reports, and all other necessary information and documentation
  • Ability to communicate effectively with external contacts and all levels of employees.
  • The ability to travel and attend both on and off property events throughout the United States and Canada
  • Will attend high level events designed for our top customers with minimum supervision and oversee team members at said events
  • MUST HAVE: Passion for sports, casino and/or sports & casino betting

What We Offer
  • Competitive compensation package
  • Fun, relaxed work environment
  • Education and conference reimbursements.
  • Parental leave top up
  • Opportunities for career progression and mentoring others


#LI-REMOTE

Salary Range

$80,000-$100,000 CAD

About BoomTown

BoomTown is a real estate technology company that provides a platform for real estate agents and brokers to manage their businesses and connect with clients. The company's platform includes a range of tools and features, such as lead generation, CRM, and marketing automation. BoomTown has a strong reputation for delivering innovative solutions that help real estate professionals improve their productivity and grow their businesses. The company is committed to providing exceptional customer service and building long-term relationships with its clients.
Learn more about BoomTown
Size
200 employees
Industry
Real Estate & Construction
Founded
2014
* Ladders Estimates

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