Player Services Team Lead

6 days ago

Joliet, Illinois, United States Hollywood Casino Joliet Full time
About the Role

We are seeking a highly skilled and experienced Player Services Representative to join our team at Hollywood Casino Joliet. As a key member of our marketing department, you will be responsible for providing exceptional customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and team members.

Key Responsibilities
  • Oversee the operations of the Club Hollywood, including supervision of Marketing Services Representative staff in the absence of a Marketing Services Supervisor.
  • 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.
  • 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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