Marketing Services Representative

1 month ago

Joliet, Illinois, United States Hollywood Casino Joliet Full time
Job Title: Marketing Services Representative

We are seeking a highly motivated and organized Marketing Services Representative to join our team at Hollywood Casino Joliet. As a Marketing Services Representative, you will be responsible for overseeing the operations of the Club Hollywood, including supervision of Marketing Services Representative staff, ensuring accuracy and integrity of database information, and maintaining the highest level of guest service for casino players.

Key Responsibilities:

  • 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.
  • Issue 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.
  • Update accounts with information changes and obtain missing information on player accounts.
  • Assist in the organization and implementation of special events/promotions within the Marketing department.
  • Answer questions about Club Hollywood program and gaming.
  • Enroll guests in point promotions, adjust points accordingly, and redeem Direct Mail offers.
  • Demonstrate knowledge of all property promotions and amenities including food outlet options, hours of operation, hotel services, and retail offers.
  • Be forward thinking, plan appropriately, and meet all deadlines.
  • Implement all property Red Carpet Customer Service requirements and any additional customer satisfaction skill requirements outlined by the department.
  • Maintain open communication with Marketing Services Supervisors and Department Manager.

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.

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