Marketing Services Representative Lead

4 weeks ago

Joliet, Illinois, United States Hollywood Casino Joliet Full time

Job Title: Marketing Services Representative Lead

Job Summary:

We are seeking a highly skilled Marketing Services Representative Lead to join our team at Hollywood Casino Joliet. As a Marketing Services Representative Lead, you will be responsible for overseeing the operations of the Club Hollywood, including supervision of Marketing Services Representative staff in the absence of a Marketing Services Supervisor.

Key Responsibilities:

  • Supervise and manage the Club Hollywood team to ensure accuracy and integrity of database information and maintain the highest level of guest service for casino players.
  • Provide a high level of customer service and promote a positive attitude to create a fun and entertaining experience for our guests and team members.
  • Understand and adhere to all property and departmental standards, policies, and procedures.
  • Consistently perform duties in compliance with all departmental service standards, department-specific policies and procedures, and policies set forth within the property Employee Guidance Manual.
  • Assist Marketing Services Supervisors and Marketing department with daily operations.
  • Ensure compliance with and have a strong understanding of the internal Control Systems (iCS) and the Minimum internal Control Standards (MiCS), as relevant to the Marketing department.
  • Exhibit role model behavior for all Marketing Services Representatives.
  • Oversee and ensure effective, efficient operation of the Club Hollywood program.
  • Perform opening and closing duties.
  • Assist with staff direction, monitors breaks, and ensures departmental policies and procedures are being adhered to.
  • Provide guidance on player tracking system and departmental policies to Marketing Services Representatives.
  • Responsible for establishing new accounts for players, maintenance of database files, redemption of Direct Mail offers, and authorizing necessary overrides.
  • Responsible for offering and issuing casino complimentaries. Issues promotional amenities while maintaining accurate records and monitoring inventory controls.
  • Assist in execution of special promotional events, player parties, drawings, and duties as deemed necessary.
  • Updates accounts with information changes and obtains missing information on player accounts.
  • Assist in the organization and implementation of special events/promotions within the Marketing department.
  • Answers questions about Club Hollywood program and gaming.
  • Enrolls guests in point promotions, adjusts points accordingly, and redeems Direct Mail offers.
  • Demonstrates knowledge of all property promotions and amenities including food outlet options, hours of operation, hotel services, and retail offers. Is forward thinking, plans appropriately, and meets all deadlines. Implements all property Red Carpet Customer Service requirements and any additional customer satisfaction skill requirements outlined by the department.
  • Maintains open communication with Marketing Services Supervisors and Department Manager.
  • Duties and responsibilities may be changed, expanded, reduced, or deleted by management to meet the needs of the Marketing department and Hollywood Casino Joliet.
  • All other duties and/or responsibilities as assigned.

Requirements:

  • High School Diploma or GED equivalent and 2+ years of related experience required.
  • Must be knowledgeable in all Marketing Services areas.
  • Knowledge of casino computer systems and ability to toggle between different programs required to perform essential functions.
  • Must possess general administrative and/or secretarial skills.
  • Prior team leader experience preferred but not required.
  • Must understand and speak the English language.
  • Accurate data entry skills required.
  • Must display the ability to be a team player and interface with other departments to develop key relations to ensure maximum efficiency in completing job tasks.
  • Must take accountability for their own performance and growth.
  • Ability to prioritize, organize, and complete multiple tasks.
  • Must display a passion for their duties.
  • Strong communication skills required; able to adjust communication style based on unique customer/employee interactions and needs.
  • Must be flexible with schedule. Ability to work Friday, 2:30p11:00pm, Saturday 430p11p, Sunday 1145a615 and Wednesday 230p7p.

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