Description

POSITION SUMMARY:

Assist the Customer Service Manager in all aspects of the customer service, promotions and marketing programs through the Winner’s Club staff and Casino Hosts. The position is responsible for supporting implementation, execution, and of all property promotions. Assist in developing customer service programs and training to improve service throughout the casino. Assist in developing new programs for the casino and hotel customer acquisition and develop customer databases for use in marketing promotion and host programs. This position has advanced permissions for the Advantage IGT system, Patron and MGT programs.

ESSENTIAL JOB FUNCTIONS:

1. Ensure daily promotions are scheduled in advance and protect the integrity of the promotions.
2. Responsible for paying rewards and prizes, maintain operational supplies, inventory controls of prizes and tracking activity/updates and costs assigned by management.
3. Coordinate operational details and consider all elements necessary to execute exciting and innovative promotions.
4. Oversee day and shift promotional activities, working with other departments to ensure flawless promotional execution.
5. Ensure completion and reporting for all drawings and grand prize/big day components for all promotions.
6. Communicate all necessary information to casino customers about current and upcoming promotions.
7. Coordinate Winner’s Club handouts for customer promotional messages.
8. Assists with update telephone on hold messages, exterior sign messages, and help maintain a complete history file of property promotional efforts.
9. Prepares a shift list of winners and promotional information for management.
10. Assist guests with all reasonable customer service requests and resolve guest complaints in person and in writing when required.
11. Assist in the development of a departmental procedures and training manual for the Winners Club operation, data input requirements, system input and promotional drawing or related procedures.
12. Keeps abreast of all promotions and marketing and maintains a file of active or upcoming promotions.
13. Responsible for overseeing the development of exceptional customer service oriented Winners Club department personnel.
14. Assists with employee performance evaluations, may conduct counseling and even disciplinary actions.
15. May assist with schedules plus time and attendance records and approvals.
16. Performs additional duties as assigned.

Qualifications

JOB REQUIREMENTS:

Manages shift promotions, assists with Special Events and implementation. Assist with reports from Winners’ Club promotions and Special Events using Player tracking systems, Must be able to handle multiple promotions simultaneously, meet established deadlines and able to work flexible hours.

EDUCATION:

High school diploma or equivalent and 3 years customer service experience

EXPERIENCE:

Casino experience in Marketing, Promotions, Public Relations, Special Events, and Advertising is preferred.

SKILLS:

Good communication skills, both written and verbal, maintain confidentiality, possess excellent interpersonal and leadership skills. Must be proficient in mathematics and have exceptional listening skills. Must be a detail oriented, organized team player and problem solver. Must be a self-starter with a can do approach to problem solving. Must develop and maintain consistent open positive communications with all customers and departments.

SUPERVISORY RESPONSIBILITIES:

Responsible for the supervision of the Winner’s club hosts. Assists with employee performance evaluations, may conduct counseling and disciplinary actions. Reviews and supervises daily schedules, maintains employee attendance and approves daily time sheets. Supervise employees assigned to various special events and or promotions. Work to resolve customer disputes in person or in writing as required by situation.

EQUIPMENT TO BE USED:

Computers, software, faxes, telephones, calculators, cell phones, and audio/visual equipment.

PHYSICAL DEMANDS:

Must be able to stand and/or sit for long periods of time and able to lift up to 50 pounds.

MENTAL DEMANDS:

Must be able to balance numerous tasks at one time and the coordination of various promotional events, this position has a high level of stress at times.

WORKING CONDITIONS:

Usually will be in a casino environment; in some instances will work outside for promotional or special events.