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.


  • 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


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

Category Marketing