Penn National Gaming Marketing Operations Manager 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
Responsible for all Marketing Service personnel and their successful fulfillment of all current Player’s Club reward programs, services and promotions. Responsible for any Player’s Club partnerships and monitors the quality execution of all Player’s Club benefits and services property wide. Additionally responsible for VIP Operations including property VIP Lounge and staff. Directly instrumental in the growth of the property’s customer database with focus on card utilization and new memberships. Other duties encompass developing and leading the consistent implementation of critical policy and procedures to ensure data integrity, as well as accuracy, timeliness and compliance in all transactions. Directly manages the Marketing Services Supervisors, Marketing Services Lead and Marketing Services Representative, including VIP Services Representative.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This position is responsible for providing a high level of customer 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
Ensures compliance and has a strong understanding of the Internal Control Systems (ICS) and the Minimum Internal Control Standards (MICS), relevant to the Marketing Department
Interviews, hires, trains and directs staff members in a manner that ensures department success
Pro-actively counsels Cast Members and implements necessary corrective measures
Hire, fire, develop, and pro-actively manage the performance of all staff members
Ensures that all responsible areas are pro-actively managed and efficiently operated
Participate in promotional meetings to develop ideas for future events
Establish and maintain procedures for promotions and events
Monitor departmental expenses to assure the department is remaining within budgetary guidelines
Prepare correspondence and reports as needed
Holds department meetings to ensure department is aware and well informed of all promotions, events and entertainment
Implement all property Red Carpet Service requirements and any additional customer satisfaction skill requirements outlined by the department
Ability to accurately prioritize, organize and complete multiple activities within realistic time goals
Must display a passion for their duties
Must display the ability to be a team player and interface with other departments to develop key relationships to insure maximum efficiency in completing job tasks.
Must create fun for the guest appropriate to a casino environment
Ability to train and mentor both individuals and a team
Must be a subject matter expert in all areas related to department
Oversee and ensure effective, efficient operation of the Player’s Card program, VIP Services, and property Call Center
Manages property Call Campaigns
Assists with budget forecasting
Assists Food and Beverage with VIP Lounge menu planning
Ensures VIP Lounge experience meets Senior Managements expectations
Oversees all department scheduling to ensure proper staffing during key business times
Oversees daily paperwork/logs for accuracy and completeness
Monitor productivity and efficiency of Cast Members
Authorize and override point/comp vouchers when necessary for frontline staff and other department Cast Members
Able to answer all questions about Player’s Club program, gaming and general property information
Manages inventory control measures for all sensitive promotional inventory and vouchers containing value
Maintains proper inventory and budget related to Players Club Cards
Must be knowledgeable of property product, promotions and events
Comfortably communicate all necessary information/training to staff members
Is forward thinking, plans appropriately and meets all deadlines
Maintains open communication with Director of Player Development and staff
Must maintain a positive attitude and must be a team player at all times
Must take full accountability for their own performance and growth
Must be a self starter and require little supervision or direction
This position is not limited to job duties listed in the description. Duties or responsibilities can 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 or GED required, BA or BS in Marketing, Hospitality, or related field preferred. Must have 3 – 5 years prior experience in Marketing, Casino Marketing, and/or Player Development with progressive roles of responsibility. Must cite specific experience(s) in leading the delivery of a professional guest service program and provide a history of proven results through all phases of implementation. (Training, administering, coaching, redirecting and evaluating) This position is responsible for providing a high level of customer 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. High school diploma or equivalent is required.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand and walk. The employee is occasionally required to sit; reach with hands and arms; stoop, kneel, and crouch. The employee must occasionally lift and/or move up to 50 pounds. The employee requires manual dexterity to operate all necessary equipment. Specific vision abilities required by this job include close vision and distance.
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 2018-50866
Casino Property Hollywood Casino Joliet
Position Type Regular Full-Time