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Grand Rewards Manager 

Category Marketing Guest Services  


Responsible for the successful overall management of the player's club operations and relevant special events and promotions. Responsible for management of all player club representatives, including service functions such as door greeters, guest service representatives, box office service, public relations, bussing and coat check.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Responsibilities listed below are representative of the knowledge, skills and/or ability needed to effectively execute this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.


  • Provide information and services to each guest as an ambassador, a resource, an aide, and a guide throughout the casino amenities, events, promos, and entertainment to ensure service satisfaction.

  • Develops and direct players club operations in accordance with established company policies, budgets and procedures.

  • Develops new ways to merchandise and grow club membership and loyalty.

  • Maintain a strong working knowledge of the current software functionality of players' club system for completing duties: setting up new members, maintaining guest account, redemption of points, accuracy in keying and coding for tracking purposes.

  • Ability to analyze system and account reports for reasonable accuracy.

  • Ability to enforce policy and practice in regards to player's club, marketing promotions, coupon redemption, complimentary and property in general.

  • Excellent communication skills and good relations with all other departments.

  • Maintains appropriate staffing levels for service representatives by interviewing, selecting, training, scheduling, evaluating, promoting, disciplining and terminating associates as needed.

  • Facilitates the flow of information throughout the player's club by organizing and presiding over regularly scheduled meetings with all associates.

  • Develops operating budgets and adhering to, plus recording approved variances.

  • Held accountable to a high degree for maintaining confidentiality of guest and associate information; accurate and thorough records and reports.

  • Creatively resolves problems within the department by listening to ideas, probable solutions and addressing potential conflicts.

  • Maintains an in depth knowledge of property facilities/amenities as well as current and upcoming special events, promotions and entertainment in order to advise guests and fellow associates.

  • Decides the final outcome of guest disputes involving complimentary items and redemption of coupons and other promotions when a supervisor cannot reach an appropriate resolution.

  • Prepares detailed reports and research as needed.

  • Ensures that a maximum level of guest service and satisfaction within operation is achieved and maintained professionally and consistently.

  • Attends marketing meetings as a source of knowledge concerning the participation of associates in upcoming promotions.

  • Maintains an adequate stock of supplies for use in the player's club as well as related printed material such as enrollment forms, brochures, etc.

  • Maintains an in depth knowledge of the club software and ensures adequate training of subordinates.

  • Assists in developing, implementing and proofing special property promotions for player development purposes.

  • Interacts with high-end players to ensure their return and endorsement.

  • Required to speak to large groups of associates regarding marketing related activities.

  • Issues complimentary to guests when an appropriate level of play has been established.

  • Must be flexible with all scheduling needs to ensure adequate supervisory coverage, and assists with scheduling and monitoring of staffing levels for front line associates.

  • Responsible for timely completion of performance reviews of designated associates.

  • Maintains accurate records and regularly reports relevant information to manager.

  • Redeems promotional coupons and cash points at guest's request.

  • Regularly inspect, track and inventories stock of player's club printed material, promotional items and restocks as needed.

  • Provide direction for bussing programs and maintains reporting standards.

  • Maintains and completes associates time clock report: ensure an accurate account of hours worked.

  • Responsible for regularly communicating with other departments as needed.

  • Other duties as assigned.

Position Requirements


  • Manage staff members as defined by the organizational structure.Providing guidance and leadership for the department.Hire, train and develop associates.Coach, counsel and terminate associates, as needed.

  • Supervises various associates as assigned by the VP of Marketing.

    The company requires every associate to:

  • Maintain a consistent and regular attendance record.

  • Encourage mutual respect among associates by setting positive examples.

  • Maintain a professional reputation in the company and community.



  • Four (4) year degree in marketing or related field required or; a minimum of five (5) years related experience and/or training in marketing, sales and/or guest service, promotions or hospitality, or, an equivalent combination of education and experience required.


  • Minimum of four (4) years experience working with players club and players tracking program required.

  • Minimum of three (3) year progressive supervisory or managerial experience required.

  • Must possess excellent organizational and analytical skills.

  • Minimum of two (2) years experience effectively managing department budgets required.

  • Ability to utilize computer programs in Microsoft Word, Excel, and Outlook required.

  • Ability to perform well under changing priorities and tight deadlines.

  • Strong organizational, time management and communications skills.

  • Must be able to pass company pre-employment Drug and Alcohol test.

  • Must be able to secure license from Gaming Regulatory Authority.

  • Mille Lacs Band Member and American Indian preference will be exercised in the hiring process.

  • Responsible for following all relevant DGR’s.


  • Must be able to read and interpret the most complex of terminology including financial reports, wage survey, contracts, leases, and legal documents.

  • Must possess excellent verbal and written communication skills.

  • Must be able to effectively communicate in one-on-one, small group situations, and to moderate-sized gatherings of associates, executives and/or community leaders.


  • Must be able to add, subtract, multiply and divide in all units of measure, using whole numbers, percentages, common fractions, and decimals, and work with mathematical concepts such as statistical inference.


  • Must be able to apply common sense understanding to a variety of situations, in order to collect data, analyze facts, and determine appropriate response.


While performing the duties of this job, the associate is regularly required to:

  • Talk and hear;

  • See and adjust focus to include close, distance, depth, and peripheral vision;

  • Stand, walk, run, sit, balance, stoop, kneel, climb, crouch, and/or crawl;

  • Handle objects, tools, and controls; reach with arms and hands.

  • Lift and/or move objects weighing up to fifty (50) pounds.


    While performing the duties of this job, the associate is regularly exposed to:

  • A low-to-moderate noise level (offices).

  • A moderate-to-loud noise level (public areas).

  • Second-hand cigarette/cigar smoke.

Full-Time/Part-Time Full-Time  
Shift Rotating Days and Evenings  
Position Grand Rewards Manager  
Division Grand Casino Mille Lacs  
Close Date 1/3/2019  

This position is currently not accepting applications.

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