Marketing Services Shift Mgr

Seneca Gaming Corporation•Niagara Falls, NY

1d•Onsite

About The Position

The Marketing Services Shift Manager performs supervisory duties for the Marketing Services and Communications Departments; acts as the Marketing Services Manager in the absence of the Manager. Assist Communications and Marketing Services Reps as needed in answering and processing calls efficiently and professionally. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives.

Requirements

Must be of 18 years of age or older upon employment.
High School Diploma or equivalent required.
Minimum of one (1) year hospitality and/or hotel/casino reservations/customer service experience required.
Scheduling flexibility and dependability required.
Excellent quantifiable customer service skills and dependability required.
Ability to operate a personal computer and analyze data.
Must possess excellent communicate skills.
Ability to write routine correspondence and to speak effectively to the public, employees and customers.
Must have the ability to deal effectively and interact well with the customers and employees.
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
Must be able to stand, walk, and move through all areas of the casino.
Must have excellent aural abilities.
Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.

Nice To Haves

One (1) year supervisory experience preferred.

Responsibilities

Supervise and assist in the day-to-day operations of the departments.
Ensure all staff members comply with established company and departmental policies and procedures. Discipline as necessary.
Assure the proper execution of customer service and job tasks based on established standards in a given shift. Address performance through coaching, counseling or discipline steps.
Responsible for the input of Group Sales reservations and room block maintenance.
Ensure effective communication of all company and job/service/employee related information to staff and superiors.
Conduct and assist in the training and orientation of all new and existing Representatives.
Schedule all representatives to meet business demands.
Assign and review work projects.
Conduct interviews as deemed appropriate.
Monitor calls for performance evaluation; conduct follow up discussions with employees.
Monitor call volume/statistics and make recommendations to ensure staffing levels meet business demands.
Review reservations to ensure bookings meet player rating system requirements. Report any exceptions to management.
Assist Representatives in determining qualifications for complimentary services.
Responsible for preparation and issuance of performance evaluations of Representatives.
Assist with answering incoming telephone calls; directs calls and provide requested information in a professional, courteous and friendly manner.
Communicate and coordinate with related areas as needed to ensure effective operations.
Update and maintain departmental files, uses discretion and maintains confidentiality when handling sensitive issues.
Compile and distribute accurate up to date information concerning events/offers/shows.
Promote positive public relations.
Maintain a clean, safe, hazard-free, harassment-free work environment within the areas of responsibility.
Cooperate with the Seneca Gaming Authority to ensure compliance with all rules and regulations of the Seneca Gaming Corporation.
Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times.
Provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff.
Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.
Must complete all required SGC Training programs within nine (9) months from commencement of employment.
Attend all necessary meetings.
Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed.
Hours are determined by a 24-hour schedule.