Reporting to the Customer Experience Manager, this position is the primary relationship manager for a defined portfolio of valued guests. Acting as the personalized communication channel, this role builds loyalty and increases carded play and revenue through proactive, one-to-one engagement, visit coordination, and exceptional service delivery. This role focuses on creating memorable guest experiences by anticipating needs, answering questions, and ensuring tailored rewards and services are arranged in advance of visits. It also requires careful management of highly confidential player information including gaming habits, responsible gaming concerns, anti-money laundering (AML) situations, and personal details with the utmost discretion, integrity, and adherence to all company policies, regulatory requirements, and privacy legislation.
