Rush Rewards Manager

4 weeks ago

Philadelphia, United States Rivers Casino Philadelphia Full time

Summary: Manages the Rush Rewards loyalty program operations and creates a seamless customer experience across program benefits and promotions. Serves as a marketing communications lead throughout the property, ensuring all customers can understand and maximize their experience within the loyalty program. Oversees new card sign up activities.


Engagement Expectations:

We believe that team member engagement is the basis for a great culture and superior guest service. While working here, we display the following behaviors:

  • Smile, display energy and open body
  • Proactively greet team members and guests, initiating interaction to provide service
  • Always use a positive parting remark to end the conversation
  • Be Proactive in the appearance of the property.


Essential Job Functions:

  • Assist with developing strategic goals to grow Rush Rewards new card sign ups.
  • Responsible for the day-to-day coordination, communication and understanding of offers and promotions in order to assist guests with account questions at the Rush Rewards desk and also be able to inform staff on all calendar offers and promotions for the month.
  • Oversees Rush Rewards Supervisors and manages all aspects of Rush Rewards operations.
  • Plans, schedules and makes necessary arrangements to effectively develop the Player Soft program on the casino floor and for shows.
  • Maintain and safeguard the confidentiality of guest/player information; Discuss confidential customer information only with appropriate department and division heads
  • Maintains integrity of customer database by following high standards of data entry for address, phone number, email and name
  • Work to set goals for the department for email capture at 85%
  • Follow up with departments involved in resolving any issues to guests satisfaction.
  • Prepares property communication to keep all teams well informed of Rush Rewards benefits
  • Continuously improves service by assessing service problems by using player feedback or data
  • Prepares and coordinates the periodic performance reviews of Rush Rewards Staff.
  • Act as a resource for Guest Rush Rewards Ambassadors, Player Development etc. by maintaining a working knowledge of the company’s facilities, offers and special events/promotions.
  • Investigates all complaints and comments from customers.
  • Gather information from other Rush Rewards Leadership and Marketing teams for best practices.
  • Assist with guest’s comps and reviewing accounts.
  • Ensures the team provides efficient guest services, checks for satisfactions and profitability.
  • Responsible for managing departmental budget as it relates to all casino promotions and events.
  • Ensures compliance with all regulatory controls both internal and external including but not limited to the state and federal laws and the Pennsylvania Gaming Control Board regulations Acts as a role model and coach while developing employees using a consistent, approachable demeanor and clearly articulating expectations.
  • Ensures that team members clearly understand and are held accountable for their performance expectations.
  • Performs all other duties as assigned.
  • Effectively communicates department goals, operations, and event/promotions to staff via departmental meetings, individual meetings, email, letters, memorandums, shift reports, and phone calls.
  • Work closely with Gaming Departments and Marketing personnel to ensure problem-free coordination of tasks associated with special events and promotions
  • Prepare administrative paperwork and distribute to appropriate departments and personnel
  • Prepare and understand exception reporting pertaining but not limited to: guest accounts, active cards in play, accounts missing information, etc.
  • Responsible for proper audit trails and regulatory compliance
  • Responsible for completing payroll and submitting in a timely manner

Qualifications:

  • Bachelor degree in marketing or related field preferred or 3+ years of casino industry experience preferred.
  • Experience with casino management systems preferred.
  • Excellent communication skills, both written and oral.
  • Attention to detail.
  • Best-in-class verbal and written communication skills, customer service skills, and listening skills
  • Ability to work flexible shifts and days of the week including holidays
  • Ability to obtain and maintain all necessary licensing.


Physical and Mental Demands:

  • Regularly required to see, talk and hear; use hands to finger, handle, or feel and reach with hands and arms.
  • Frequently required to use hands to finger, handle, or feel; reach with hands and arms.
  • Must be able to use a computer and a telephone.
  • Must occasionally lift and/or move up to 10 pounds.
  • Able to work with others while maintaining a positive and professional demeanor.
  • Regularly required to stoop or kneel.

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