Odawa Casino Resort

Job Description

Job Title:Guest Services Manager

Reports To:Director of Marketing

Job Code:GSMGR

Department:Marketing

Status:Exempt

Creation Date:01/26/2015

Revision Date:07/29/2026

Job Summary: The Guest Services Manager is responsible for the strategic leadership and daily operations of the Players Club functions. This position drives guest loyalty, player engagement, retention, and revenue growth through the successful operational execution of Marketing- developed promotions, loyalty programs, guest engagement initiatives, and exceptional guest service. The Manager evaluates player trends, guest feedback, and competitive activity to recommend and implement operational improvements and loyalty program enhancements that support the continued success of Odawa Casino Resort.

Primary Duties & Responsibilities:

Leadership & Team Management

• Provides leadership and direction for Players Club Team Members.
• Has authority to hire, train, coach, evaluate, promote, transfer, discipline, and terminate Team Members in accordance with company policies.
• Establishes performance expectations, monitors results, and provides ongoing coaching, feedback, and development opportunities.
• Creates and manages staff schedules to ensure operational efficiency while maintaining service standards.
• Conducts departmental meetings and participates in required management meetings.
• Ensures Team Members possess a thorough understanding of promotions, programs, and guest service expectations.

Players Club Operations

• Directs all Players Club operations, including member enrollment, player account maintenance, promotions and offer execution, coupon distribution, card utilization, and database accuracy.
• Ensures Team Members can effectively communicate and promote casino promotions, events and programs to guests.
• Oversees guest service functions including casino phone operations, coat check services, and group/bus operations.
• Ensures the security, accountability, and proper distribution of promotional coupons and related materials.
• Monitors inventory levels of promotional packages and coordinates their creation, ordering, and distribution as necessary.
• Maintains accurate guest records and ensures the integrity of Players Club data.

Marketing & Promotions

• Partners with the Director of Marketing to implement and evaluate marketing strategies and promotional programs by providing operational feedback, guest insights, and execution support.
• Assists with operational execution of promotional drawings, giveaways, special events, VIP functions, and community outreach activities.
• Collaborates with Marketing and Group Sales teams to support casino events, bus programs, and guest experiences.
• Communicates and promotes casino activities and special events through guest interaction and Team Member engagement.
• Evaluates customer feedback,  player trends, and competitor activities to identify opportunities for loyalty program enhancements, guest service improvements, and operational efficiencies while providing recommendations to Marketing regarding promotional effectiveness.
• Works with Marketing staff to coordinate and execute special events, promotions, and guest appreciation activities.
• Coordinates the operational execution of all Marketing-developed promotions, direct mail offers, loyalty campaigns, and special events, ensuring Team Members are trained, promotional materials are properly distributed, and guests receive a consistent experience. 

Box Office & Event Support

• Coordinates staffing and customer service support for concerts and entertainment events.
• Ensures exceptional guest experiences during events and entertainment offerings.

Financial & Administrative Responsibilities

• Assists in the development, management, and monitoring of departmental operating budgets under the direction of the Director of Marketing.
• Maintains accurate departmental records and reporting.
• Prepares monthly departmental reports including staffing updates, operational achievements, strategic goals, Players Club activity summaries, and inventory utilization.
• Identifies opportunities to improve operational efficiency and resource utilization.

Guest Service & Operational Excellence

• Serve as a department ambassador by promoting positive guest experiences and resolving guest concerns promptly and professionally.
• Solicits guest feedback and utilizes information to improve service delivery and guest satisfaction.
• Ensure Team Members maintain comprehensive knowledge of current promotions, programs, and events.
• Maintains a clean, safe, organized, and welcoming environment for guests and Team Members.
• Performs all other duties assigned within the scope of the position.

Upholds Odawa Casino Mission statement in all aspects of position:

Mission:

Bringing you the THRILL of the win and the FUN of the game, served with a side

of real-deal HOSPITALITY.

Values:

We create a culture that provides:

1. Create the THRILL
2. Lead with FUN
3. Serve with Real-Deal HOSPITALITY
4. One Team, One Experience
5. Own the Moment
6. Do What’s Right – Always
7. Level Up Every Day

Minimum Qualifications:

• Associate degree in Marketing, Business Administration, Hospitality Management, or a related field and four (4) years of marketing experience in a medium-sized business, preferably within the gaming, hospitality, entertainment, or tourism industry; OR
• High school diploma or equivalent and six (6) years of progressive marketing experience in a medium-sized business, preferably within the gaming, hospitality, entertainment, or tourism industry.
• Minimum of one (1) year of supervisory or leadership experience.

• Strong written, verbal, presentation, and interpersonal communication skills.
• Demonstrated negotiation and relationship-building abilities.
• Strong organizational, planning, and time-management skills with the ability to manage multiple priorities simultaneously.
• Ability to analyze guest trends, customer feedback, and operational data to support business decisions.
• Proficiency in guest service, marketing operations, budgeting, administrative processes, and team leadership.
• Ability to maintain confidentiality and exercise sound judgment in a fast-paced environment.
• Proficiency with player tracking systems, Microsoft Office applications, and related operational software preferred.
• Ability to work flexible schedules, including evenings, weekends, holidays, and special events as required.

• Read, write legibly, understand, and speak English fluently.
• You may be required to pass a skills assessment test to determine if you meet the minimum qualifications of the position.
• Must be able to obtain a gaming license in accordance with the regulations established by the LTBB Gaming Regulatory Commission and be able to serve in the position under any other applicable law.

Preference: Applies to Native Americans in accordance with applicable tribal law.