Marketing Services Representative

Hollywood Casino Joliet • Joliet, IL

5h • $15

About The Position

Provides 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.

Promotes the Player’s Club program by recruiting, enrolling, and educating guests on how to use the players card whereby supporting the operation of the program.

Expediently handles guest concerns, inquiries, and requests.

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 team members.

Understands and adheres to all property and departmental standards, policies, and procedures.
Must be knowledgeable in all Marketing Services areas.
Consistently performs duties in compliance with all departmental service standards, department-specific policies and procedures, and policies set forth within the property Employee Guidance Manual.
Maintains detailed awareness regarding current and upcoming property events, promotions, entertainment, packages, Club benefits, food specials, and other offers for information dissemination and up-selling.
Handles reservation requests for invitational events, hotel, and concerts.
Directly handles guest issues and concerns, determining alternate solutions and resources in order to resolve issues.
Works in harmony with supervisor and other department personnel to escalate the handling of guest issues as needed to remedy guest dissatisfaction.
Performs a variety of record keeping, filing, indexing, and other general administrative functions.
Operates a variety of communication equipment.
Remains patient and friendly at all times, communicating clearly, succinctly, and with utmost enthusiasm.
Responsible for establishing new accounts for players, maintenance of database files, and redemption of Direct Mail offers.
Responsible for offering and issuing casino complimentaries.
Issues promotional amenities while maintaining accurate records and inventory controls.
Assists in execution of special promotional events, player parties, drawings, and duties as deemed necessary.
Demonstrates 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.
Implements all property Customer Service requirements and any additional guest satisfaction skill requirements outlined by the department.
Creates fun for guests appropriate to a casino environment.
Maintains open communication with Marketing Services Supervisors and Department Manager.
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.

Requirements

• High School Diploma or equivalent required.
• Must be 18 years of age or over.
• Must have knowledge of computer programs and ability to toggle between different programs required to perform essential functions.
• Must understand and speak the English language.
• Strong communication skills required; able to adjust communication style based on unique guest interactions and needs.
• Accurate data entry skills required.
• Must be able to sit and/or stand for long periods at a time.
• 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.
• Must take accountability for their own performance and growth.
• 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.

Nice To Haves

• Guest Service experience is preferred (length of experience commensurate with level of consideration).
• Negotiation and persuasive communication skills are a plus.

Responsibilities

• Provides 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.
• Promotes the Player’s Club program by recruiting, enrolling, and educating guests on how to use the players card whereby supporting the operation of the program.
• Expediently handles guest concerns, inquiries, and requests.
• Providing a high level of guest service and promoting a positive attitude to create a fun and entertaining experience for our guests and team members.
• Understands and adheres to all property and departmental standards, policies, and procedures.
• Knowledgeable in all Marketing Services areas.
• Consistently performs duties in compliance with all departmental service standards, department-specific policies and procedures, and policies set forth within the property Employee Guidance Manual.
• Maintains detailed awareness regarding current and upcoming property events, promotions, entertainment, packages, Club benefits, food specials, and other offers for information dissemination and up-selling.
• Handles reservation requests for invitational events, hotel, and concerts.
• Directly handles guest issues and concerns, determining alternate solutions and resources in order to resolve issues.
• Works in harmony with supervisor and other department personnel to escalate the handling of guest issues as needed to remedy guest dissatisfaction.
• Performs a variety of record keeping, filing, indexing, and other general administrative functions.
• Operates a variety of communication equipment.
• Remains patient and friendly at all times, communicating clearly, succinctly, and with utmost enthusiasm.
• Responsible for establishing new accounts for players, maintenance of database files, and redemption of Direct Mail offers.
• Responsible for offering and issuing casino complimentaries.
• Issues promotional amenities while maintaining accurate records and inventory controls.
• Assists in execution of special promotional events, player parties, drawings, and duties as deemed necessary.
• Demonstrates 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.
• Implements all property Customer Service requirements and any additional guest satisfaction skill requirements outlined by the department.
• Creates fun for guests appropriate to a casino environment.
• Maintains open communication with Marketing Services Supervisors and Department Manager.
• 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.

Benefits

• wellness programs designed to support our team members' financial, physical, and mental well-being
• day-one medical coverage
• 401(k) matching
• annual performance bonus
• Paid time off is earned according to the local policy and increases with the length of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees