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Great Canadian Gaming Corp.

VIP Guest Relations Manager

Richmond, BC
Full Time
River Rock is looking for a highly organized, detail-oriented individual to assist in the management of the VIP Guest Relations team and day-to-day activities of all high limit rooms on a shift basis. The successful candidate will be responsible in assisting in the identifying, planning, and directing of VIP players.

Duties and responsibilities for our next VIP Guest Relations Manager will include:
    •Acting as a resource for guests, management, and employees, to ensure a maximum level of satisfaction and service throughout the department and the casino •Responding to, resolving or escalating guest issues •Ensuring compliance with licensing laws, health and safety and other statutory regulations •Strong working knowledge •Federal anti-money laundering law •SOF requirements •Reporting requirements •Procedures and best practices •Implementing VIP player strategic plans as directed •Developing and sustaining relationships with VIP guests •Arranging special events for VIP guests •Developing profiles and ratings to ensure VIP guest satisfaction; monitoring and updating Player Development Tracker •Actively pursuing business with VIP guests; identifying new guests through acquisition and referral program •Lead VIP guest-related concert, shows, events, promotions •Promoting new product and service initiatives to VIP guests •Collect information and feedbacks from guests to improve overall high limit service standards and stay competitive in our chosen market •Assisting with the development of operational budgets •Liaising and communicating effectively with all appropriate departments •Developing and cultivating strong working relationships with all stakeholders: guests, ownership and employees •Performing other duties as assigned or directed

Successful candidates will demonstrate the following qualifications:
    •Post-Secondary education or suitable combination of education and experience an asset •Previous supervisory experience required and management experience an asset •Ability to exceed internal and external customer expectations through timely, effective and service oriented communication •Computer literacy in MS Office and Excel •Bi/Trilingual with an excellent command of Mandarin and/or Cantonese (read and write Simplified and/or Traditional Chinese) as well as English •Gaming industry experience an asset •Serving It Right Certification or the ability to achieve a Serving It Right Certification •Ability to successfully complete and passed the British Columbia Lottery Corporation's (BCLC) Appropriate Response Training (ART), BCLC's Privacy Awareness Training and BCLC's Anti-Money Laundering (AML) Training •A commitment to continually increase your knowledge of our products and services in order to offer exceptional experiences to our guests •A willingness to learn, develop and achieve new skills for personal and professional development •A passion for providing Great Experiences and Memories to our internal and external guests in the continual quest of achieving service excellence •Live GCC's Values on the job: Integrity, Team Engagement, Drive to Succeed, Service Excellence, and Citizenship

Candidates must be ready and willing to work a flexible schedule, including late nights, weekends, and holidays. The hours of work will be based on operational and business needs.

Great Canadian Gaming Corporation encourages all applicants to be fully vaccinated with the COVID-19 Vaccine. Proof of vaccination is required for entry into our company premises unless an exemption is required by law. Proof of full vaccination or undertaking rapid testing twice a week is a condition of employment for successful candidates. Great Canadian Gaming Corporation may update its COVID-19 Vaccination Policy at any time in its sole discretion.
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