Director, Casino Services & Strategic Consulting

Our Team

We pride ourselves on our customers’ success! We will not be successful unless our customers are receiving massive value from our service. This is why we insist that our team is made up of revenue strategy experts from the most respected hospitality icons around the world - so that we can strategize with our customers as consultants. From onboarding to ongoing support, we’re there to maximize the capability of our solution to execute our customers’ revenue strategies.

The Position

You will report to the VP of Casino Services & Strategic Consulting and work within a national team. You will be a trusted advisor to your team and to an assigned portfolio of hotel customers. You will provide valuable insights and recommendations to facilitate improvements in customer satisfaction, retention and utilization of solutions for strategic customer accounts. You will drive new business growth by building customer advocacy and reference-ability. This position will provide revenue management consultancy on processes and procedures to strategic accounts. You are a confident, goal-focused business manager who is a team player skilled at relationship building.

What you will do

• Establish credibility and customer confidence by implementing regular customer communication, in-person visits and performance reviews
• Contribute to development of the team objectives to deliver measurable client value

Drive high product adoption, customer satisfaction and overall health scores

• Carry through on the customer’s success criteria
• Guide assigned accounts post-sales activity (onboarding, personalized training, continued support) for customers through strong relationship-building, product knowledge, planning, and execution.
• Identify opportunities for ongoing learning to ensure full implementation by each customer
• Facilitate a customer’s growing revenue strategy and recommend best practices as the relationship matures through deep product and industry knowledge.
• Be proactive in initiating, consolidating and contributing information for contract renewals
• Equip Duetto Users to be revenue rock stars

Serve as the voice of the customer and provide internal feedback on how we can better serve our customers

• Optimize Customer Lifecycle by identifying opportunities for continuous improvement
• Understand our customer’s future plans to improve how our products can address these needs
• Advocate for customers’ product needs, including both product issues and improvements
• Collaborate with other Duettos to establish Duetto best practices

Provide consulting and guidance to an assigned portfolio of hotels that utilize our strategic consulting offering.

• Implement revenue management strategies and processes in our client hotels, in order to optimize and maximize its revenues.
• Provide daily, weekly and monthly reporting and strategic direction.
• Build and maintain strong working relationships with levels of staff at the client hotel.
• Establish and embed a revenue management culture.

What you’ll need – Core Skills

• Expert level of business/technical knowledge of Duetto’s pricing and revenue optimization solutions for the Hospitality and Casino industry and regional differences
• Experience with revenue management (RMS), property management (PMS) and client relationship (CRM) systems
• Excellent internal and external communication skills both written and verbal
• Skilled at relationship building, account management and internal team management
• Strong project management, product knowledge, planning, and execution skills
• Presents well thought-out ideas that promote company products and solutions
• Ability to think analytically and learn new systems and products quickly
• Conduct training and performance presentations for customers
• Experience evaluating market trends and customer insights
• Strong commitment to customer satisfaction
• Proven ability to manage multiple tasks with shifting priorities, strategies and timeframes
• Client centered approach and professional orientation
• Proven ability to work well in a team environment
• Ability to work independently and/or with customers without oversight
• Strong desire to work directly with clients to solve business issues
• Proven aptitude for all things hotel revenue management including: segmentation, distribution, connectivity, pricing, yielding, market demand, benchmarking, forecasting, budgeting, P&L analysis, overbooking, packaging, upselling
• Working knowledge of data analytics systems/reports: Excel, Tableau, Google Analytics, STR, TravelClick BI, alternative RMS systems/tools
• Proficiency in word processing, spreadsheets, presentation creation, and email applications
• Strong knowledge of web conferencing software (i.e. FB live, Join me, WebEx, etc.)
• Strong understanding of ticketing systems (JIRA, Kanban, Trello etc.)
• Previous experience in revenue managing casino properties is a plus

What you’ll need – Soft Skills

• Gravity for sound process
• Self-discipline to operate effectively and autonomously
• Flexibility, grace under pressure, and a sense of humor
• Strong empathy for customers and passion for re-inventing revenue strategy
• Enthusiastic and creative leadership with the ability to inspire others
• Ability to manage multiple projects simultaneously with superior attention to detail.
• Demonstrated ability to identify and define issues, evaluate alternatives and implement effective solutions
• Exceptional verbal and written communication skills appropriately tailored to the target audience.
• Great story-teller/presenter able to articulate and convey technical concepts to a mixed audience at all levels of management.
• Go-getter who takes the initiative to get things done

Requirements

• Bachelor’s Degree is required. Preferably focused on hotel management, business or economics.
• 5 years’ experience in the hospitality industry (Front Office, Sales, Reservations or Revenue Management), technology, or travel industry
• 3 years’ experience in the revenue management discipline (casino experience preferred)
• Revenue management systems experience as a user and/or administrator
• Customer-focused thought process to manage and develop client relationships
• Travel up to 40% of the time
• Excited that the position is based in the USA.

Preferences

• Leadership Qualities
• Change Leadership abilities
• Experience in Customer Success or account management
• Knowledge of CRM systems (i.e. Salesforce.com, Oracle, etc.)
• Advanced spreadsheet skills (e.g. Excel, Sheets, etc.)

About Duetto

Duetto delivers a suite of SaaS cloud-native applications for hospitality businesses to optimize every booking opportunity for greater revenue impact. The unique combination of hospitality experience and technology leadership drives Duetto to look for innovative solutions to industry challenges. The software as a service platform allows hotels, casinos, and resorts to leverage real-time dynamic data sources and actionable insights into pricing and demand across the enterprise. For more information, please visit [https://www.duettocloud.com/>.