Outbound Casino Marketing Supervisor

MGM Resorts International • Las Vegas, NV

4d • Onsite

About The Position

The Outbound Casino Marketing Supervisor assists with the oversight of the daily operations of the department and ensures legal and internal compliances are adhered to. Additionally, this role ensures exceptional guests service standards are upheld, ensures booking goals are met, drives and motivates bookings, monitors productivity, assists with the commission program, and ensures the team is armed with adequate tools and resources.

Requirements

• High School Diploma or GED required
• 6+ years of prior relevant experience in a similar casino or resort environment required

Nice To Haves

• Experience with call center sales, casino hosting, casino marketing, hospitality customer service or another related sales field preferred

Responsibilities

• Provides day-to-day supervision and administrative responsibilities creating a work environment that promotes teamwork, motivates performance, provides performance feedback, recognition, employee satisfaction, and training
• Support agents through coaching in their daily tasks/responsibilities, call monitoring, email proofing, explaining procedures/systems and sourcing solutions for obstacles encountered to optimize departmental operations and increase knowledge and performance
• Develops and mentors' hourly employees through report preparation, administration of CRM tasks, script writing, player coding, and comp approvals to ensure departmental standards and assigned booking goals are understood and met
• Compiles information about property special events, promotions, concerts, and tournaments
• Maintains toolkits for the telemarketing team such as factsheets, marketing scripts, EOD tools, and regular list generation
• Resolve guest inquires and/or complaints within scope of authority in an expedient and professional manner, exceeding expectations, and ensuring guest satisfaction in a timely manner
• Conduct daily pre-shifts with staff to review all information pertinent to the day's goals or future business
• Supports the manager to ensure all marketing, gaming, and legal requirements are adhered to

Benefits

• Wellness incentive programs to help you stay healthy physically and mentally
• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more
• Free meals in our employee dining room
• Free parking on and off shift
• Health & Income Protection benefits (for eligible employees)
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED