Epique Rewards Manager

Responsibilities

• Assist with the implementation, execution, coordination, and communication of casino programs and promotions.
• Build a culture of intentional, meaningful guest engagement rather than simply completing transactions.
• Establish and monitor goals for new Epique Rewards sign-ups, database growth, player information collection, and database accuracy.
• Identify opportunities to use Epique Rewards interactions as a marketing tool to increase awareness, engagement, and return visitation.
• Assist in developing training programs and coaching tools that strengthen customer service, communication, sales, and guest engagement skills.
• Identify opportunities to increase guest engagement and loyalty by recognizing player needs, connecting guests with relevant property offerings, gathering feedback, and developing new approaches to encourage return visits and stronger relationships with BBCR.
• Monitor, analyze, and report on database and department performance including new enrollments, active members, database growth, player information, employee performance, and other key performance indicators, providing actionable insights to Marketing and leadership.
• Collect and improve player information by coaching staff to have meaningful conversations with guests, identify preferences and interests, maintain accurate player profiles, and capture information that can help BBCR better understand and market to its customers.
• Give oral and written instructions regarding guest services department projects and procedures.
• Maintain records and filing system.
• Create department service standards and hold department employees accountable for performing established service standards.
• Supervise all Épique Rewards staff, including selection and retention of subordinates, approving and disapproving leave requests, evaluating performance, determining training needs, scheduling, disciplining, etc.
• Provide regular reporting on database growth, sign-ups, player trends, engagement, and other key performance indicators.
• Create and maintain a working environment that ensures the highest levels of customer service.
• Responsible for creating, monitoring, and effectively managing department operating and capital budgets.
• Verify department payroll hours and make appropriate corrections or changes.
• Ensure that Épique Rewards employees have all necessary information required to adequately perform assigned tasks and duties.
• Ensure Epique Rewards staff understand current marketing initiatives and can confidently communicate them to guests.
• Appropriate work attire is required.
• Attend all mandatory department trainings.
• Attend all required Title 31 and/or SAR trainings.
• Ensure confidentiality of financial records and all records for employees, band members and/or clients.
• Display a responsive and professional manner in promptly responding to all requests, complaints, and problems.
• Recognize that each employee is a representative of the Fond du Lac Band of Lake Superior Chippewa and demonstrate courtesy, respect, and sensitivity to the needs of all others, including visitors and co‑workers.
• Represent the Fond du Lac Band of Lake Superior Chippewa and the department in a positive and professional manner in the community.
• Maintain proper attendance, reporting to work on time in accordance with applicable policies.
• Maintain a clean and organized work area.
• Be flexible and assume other responsibilities assigned by management