Penn National Gaming Customer Service/Marketing Rep - Entry Level - Full-Time in Joliet, Illinois
Don’t just work. Work Happy.
A career in gaming? Hollywood Casino Joliet we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.
An individual could be successful if they possess the following.
Your daily responsibilities include
Provide superior guest service by demonstrating and up-selling with expert knowledge all levels of the Player’s card benefits, current promotions and/or events, the casino floor layout and any Direct Mail offers. Guest interactions will include engaging, efficient, informative assistance. Promote the Player’s Club program by recruiting, enrolling and educating guests on how to use the players’ cards whereby supporting the operation of the program. Additionally, conduct in-bound and out-bound calling, providing quality service & effective selling through the use of a telecommunications database and telephonic system. Expediently handle guest concerns, inquiries and requests. Perform the professional and courteous handling of incoming guest calls and reservation requests while realizing campaign goals, fulfilling data entry requirements and achieving call time and volume objectives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This position is responsible for providing a high level of guest service and promoting a positive attitude to create a fun and entertaining experience for our guests and Cast Members.
Understands and adheres to all Property and Marketing Department standards, policies and procedures
Must be knowledgeable in all Marketing Services areas
Consistently perform duties in compliance with all department service standards, department specific policies and procedures and policies set forth within the property Cast Member Guidance Manual.
Receive in-bound calls and dispatch or handle appropriately
Perform out-bound calling efforts as scheduled and prioritized by the supervisor or ETS system.
Perform basic functions, data input and acquire information from the following CDS, LMS and PBX.
Achieve established levels of activity and meet objectives for number and length of calls attempted, calls completed, sales results, abandoned calls, up-selling and the accuracy and completeness of data input.
Maintain detailed awareness regarding current and upcoming property events, promotions, entertainment, packages, Club benefits, food specials and other offers for information dissemination and up-selling
Handle reservation requests for invitational events, hotels and concerts.
Utilize event manifests, RSVP spreadsheets and refer to fact sheets as needed to fulfill call center initiatives.
Provide regular updates on reservation status and response summaries
Directly handle guest issues and concerns determining alternate solutions and resources in order to resolve issues.
Work in harmony with supervisor and other department personnel to escalate the handling of guest issues as needed to remedy guest dissatisfaction
Deliver phone scripts in a compelling and confident manner, effective offer tool box amenities and establish follow up action when executing outbound calls.
Carry out several simultaneous tasks: take rapid-arriving incoming calls in succession, provide courteous, personalized and professional service and immediately and proficiently and accurately enter and assess data across multiple systems and programs.
Provide superior service delivery and strong persuasive communication skills
Consistently follow the processes and procedures outlines for handling calls including up-selling, personalization, standardization and quality control measures.
Perform a variety of record keeping, filing, indexing and other general administrative functions.
Operate a variety of communication equipment.
Remain patient and friendly at all times, communicating clearly, succinctly and with utmost enthusiasm.
Consistently perform critical guest engagement behaviors during every phone transaction
Accurate data entry skills required; establish new accounts for players, maintenance of database files, redemption of Direct Mail offers
Strong communication skills required; able to adjust communication style based on unique guest interactions and needs
Responsible for offering and issuing casino complimentaries
Issue promotional amenities while maintaining accurate records and inventory controls
Assist in execution of special promotional events, player parties, drawings, and duties as deemed necessary
Demonstrate knowledge of all property amenities including food outlet options, hours of operation, hotel services and retail offers
Provides feedback on guests satisfaction related to facility, programs and services
Implement all property Red Carpet Guest Service requirements and any additional guest satisfaction skill requirements outlined by the department.
Must take accountability for their own performance and growth
Must create fun for their guests appropriate to a casino environment
Must display a passion for their duties
Must maintain a positive attitude and be a team player at all times
Ability to accurately prioritize, organize and complete multiple tasks
Maintains open communication with Marketing Services Supervisors and Department Manager
Must display the ability to be a team player and interface with other departments to develop key relations to insure maximum efficiency in completing job tasks
Duties and responsibilities may be changed, expanded, reduced or deleted by management to meet the needs of the Marketing Department and Hollywood Casino
All other duties and/or responsibilities as assigned
To be successful in this position it will require the following skill set
EDUCATION and/or EXPERIENCE
High school diploma or equivalent is required. 1-2 years related experience with knowledge of computer programs and ability to toggle between different programs required to perform essential functions; posses general administrative and/or secretarial skills. Guest Service, Sales or Call Center experience is preferred (length of experience commensurate with level of consideration.) This position is responsible for providing a high level of guest service and promoting a positive attitude to create a fun and entertaining experience for our guests and Cast Members. Must understand and speak the English language. Communication skills must be enough that English can be clearly understood over the phone. Negotiation and persuasive communication skills are a plus. Must be comfortable in a fast-paced, performance based call center where calls are monitored, recorded and assessed for accuracy, speed and quality of service and sales delivery.
While performing the duties of this job, the cast member is regularly required to talk and hear. The cast member frequently is required to stand and walk. The cast member is occasionally required to sit; reach with hands and arms; stoop, kneel, and crouch. The cast member must occasionally lift and/or move up to 50 pounds. The cast member requires manual dexterity to operate all necessary equipment. Specific vision abilities required by this job include close vision and distance. Must be willing to work outside of normal office hours and work the hours per day determined by the call center, Club Hollywood and the needs of the business. Must be able to sit and/or stand for long periods at a time. The physical demands described here are representatives of those that must be met by a cast member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Something to leave you with
Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.
Now that you have read about who we are, here is your opportunity to see what we're about!
Equal Opportunity Employer
Job ID 2019-62237
Casino Property Hollywood Casino Joliet
Position Type Regular Full-Time