Marketing Shift Manager

Seneca Gaming Corporation•Buffalo, NY

14d•Onsite

About The Position

The Marketing Shift Manager is responsible for supervising the day-to-day operations of the Promotions department and oversees motor coach arrivals, distributes group packages; records guest head counts, handles problems with guests or group leaders. Assists staff in issuing guest accounts, and the like, in an accurate and professional manner, developing, coordinating, and implementing aspects and activities of promotions, ensure staff is knowledgeable and follows company internal controls, policies and procedures. This position requires direct supervision of all departmental employees which include training and evaluating. The Shift Manager requires a high attention to detail, oral and phone communication skills, and a strong customer service orientation. This position assumes all administrative aspects of promotions department, including bus operations. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 1. Ability to communicate effectively with patrons and other departments professionally. 2. Assist with day-to-day operations of the marketing booths and promotions/events. 3. Perform duties to ensure all incentive packages, coupons and controlled forms are accurately counted, issued and reconciled on a daily basis, when required, in accordance with policies and procedures. 4. Responsible for all bus and promotional paperwork, reconciliation done so correctly adhering to departmental and Income Audit Procedures. 5. Maintain assigned files and record keeping ensuring accuracy and integrity of database information to achieve the highest level of guest service for the casino customer. 6. Organize and run current promotional events when called upon to do so. 7. Oversee and implement all phases of busses coming into the property. 8. Perform assigned duties under frequent time pressure in an interruptive environment. 9. Assist with direct mailing to include updating customer account information and questions, proofreading and related duties. 10. Interact with all casino related departments to coordinate group activities. 11. Liaise with internal auditors to communicate information and resolve problems. 12. Ability to write routine reports and correspondence. 13. Prepare purchase orders, invoices, and order office supplies through the finance and other related departments. 14. Issue timely performance evaluations on subordinates and offer guidelines and resources to achieve goals. 15. Relay Player Club card uses and benefits to each guest as well as describe any and all current upcoming promotions. 16. May be required to make public announcements. 17. Supervision of Players Club Representatives and Guest Service Ambassadors including: interviewing, hiring, training, and compliance with policies and procedures. 18. Handle all telephone communication in a professional manner. 19. Perform duties to ensure that all coupons are accurately counted and in accordance with Seneca Gaming Authority and Income audit department. 20. Educate and train all Players Club Representatives and Guest Service Ambassadors in customer service as well as policies and procedures for handling guests. 21. Interact with all casino related departments to coordinate group activities. 22. Capable of presenting a positive image of the Casino to guests and vendors and to assist them as required. 23. Participate in and promote the development of an extensive Customer Service Training program as needed/required 24. Assist in tracking information and completing reports as needed/required. 25. Must maintain the strictest confidence of any and all confidential information. 26. Maintain regular inventory of promotion items. 27. 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. 28. Provide exceptional customer service to all patrons and communicates in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff. 29. Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies. 30. Must complete all required SGC Training programs within nine (9) months from commencement of employment. 31. Attend all necessary meetings. 32. Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule.

Requirements

Must be 18 years of age or older upon employment.
High school diploma or its equivalency required.
Three (3) years previous customer service experience required.
Management / Leadership Proficiency required.
Accounting & computer competency.
Must possess excellent communication 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 for extended periods of time (up to eight hours minimum), walk, and move through all areas of the casino in a timely manner.
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.
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

Marketing gaming experience preferred.
Prior supervisory experience preferred.
Previous telemarketing experience preferred.

Responsibilities

Ability to communicate effectively with patrons and other departments professionally.
Assist with day-to-day operations of the marketing booths and promotions/events.
Perform duties to ensure all incentive packages, coupons and controlled forms are accurately counted, issued and reconciled on a daily basis, when required, in accordance with policies and procedures.
Responsible for all bus and promotional paperwork, reconciliation done so correctly adhering to departmental and Income Audit Procedures.
Maintain assigned files and record keeping ensuring accuracy and integrity of database information to achieve the highest level of guest service for the casino customer.
Organize and run current promotional events when called upon to do so.
Oversee and implement all phases of busses coming into the property.
Perform assigned duties under frequent time pressure in an interruptive environment.
Assist with direct mailing to include updating customer account information and questions, proofreading and related duties.
Interact with all casino related departments to coordinate group activities.
Liaise with internal auditors to communicate information and resolve problems.
Ability to write routine reports and correspondence.
Prepare purchase orders, invoices, and order office supplies through the finance and other related departments.
Issue timely performance evaluations on subordinates and offer guidelines and resources to achieve goals.
Relay Player Club card uses and benefits to each guest as well as describe any and all current upcoming promotions.
May be required to make public announcements.
Supervision of Players Club Representatives and Guest Service Ambassadors including: interviewing, hiring, training, and compliance with policies and procedures.
Handle all telephone communication in a professional manner.
Perform duties to ensure that all coupons are accurately counted and in accordance with Seneca Gaming Authority and Income audit department.
Educate and train all Players Club Representatives and Guest Service Ambassadors in customer service as well as policies and procedures for handling guests.
Interact with all casino related departments to coordinate group activities.
Capable of presenting a positive image of the Casino to guests and vendors and to assist them as required.
Participate in and promote the development of an extensive Customer Service Training program as needed/required
Assist in tracking information and completing reports as needed/required.
Must maintain the strictest confidence of any and all confidential information.
Maintain regular inventory of promotion items.
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 communicates 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.