Marketing Services Representative

PENN Entertainment • Joliet, IL

79d • $15

About The Position

At PENN Entertainment, you'll be part of an exciting industry where the days and nights are fast-paced. We value talent that believes in having fun and offers a diverse work environment driven by enthusiasm for helping people find and have more fun. We care about your career growth and provide support to expand your possibilities. Initial placement within the salary range is based on relevant knowledge, skills, and experience. Our competitive Total Rewards package includes wellness programs for financial, physical, and mental well-being, with specific benefits varying by position.

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.
• Guest Service experience is preferred.
• Must understand and speak the English language.
• Strong communication skills required.
• Negotiation and persuasive communication skills are a plus.
• Accurate data entry skills required.
• Must be able to sit and/or stand for long periods.
• Must display a passion for their duties.
• Must maintain a positive attitude and be a team player.
• Ability to accurately prioritize, organize, and complete multiple tasks.
• Must take accountability for their own performance and growth.

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.
• Handles guest concerns, inquiries, and requests expediently.
• Responsible for providing a high level of guest service and promoting a positive attitude to create a fun and entertaining experience.
• Understands and adheres to all property and departmental standards, policies, and procedures.
• Maintains detailed awareness regarding current and upcoming property events, promotions, entertainment, packages, Club benefits, food specials, and other offers.
• Handles reservation requests for invitational events, hotel, and concerts.
• Directly handles guest issues and concerns, determining alternate solutions and resources to resolve issues.
• Works in harmony with supervisor and other department personnel to escalate guest issues as needed.
• 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 and with 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 other duties as 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 additional guest satisfaction skill requirements.
• Creates fun for guests appropriate to a casino environment.
• Maintains open communication with Marketing Services Supervisors and Department Manager.

Benefits

• Day-one medical coverage
• 401(k) matching
• Annual performance bonus
• Paid time off that increases with length of employment

What This Job Offers

• Job Type: Full-time
• Industry: Amusement, Gambling, and Recreation Industries
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees