DR-Players Club Representative/Marketing Shift Manager

Seneca Gaming Corporation•Salamanca, NY

4d•Onsite

About The Position

This position provides quality customer service and issues Player’s Club cards to new and existing guests efficiently and accurately, and carefully executes promotions/events. It assists in maintaining a comfortable, positive environment for guests entering the casino facility. The role also involves answering the telephone, taking messages, transferring calls, and answering basic caller questions. When needed, this position supervises the day-to-day operations of the Marketing department, assists staff in issuing guest accounts accurately and professionally, and develops, coordinates, and implements aspects and activities of promotions and busses. Ensures staff is knowledgeable and follows company internal controls, policies, and procedures. The Shift Manager requires a high attention to detail, oral and phone communication skills, and a strong customer service orientation. All duties are performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards, and objectives.

Requirements

Must be 18 years of age or older upon employment.
High school diploma or equivalent required.
Three (3) years previous customer service experience required.
Scheduling flexibility and dependability required.
Excellent quantifiable customer service skills and dependability required.
Must be able to type forty (40) words per minute.
Management / Leadership Proficiency required.
Accounting & computer competency.
Must possess excellent communication skills.
Ability to write and 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 within the specified guidelines of the Players Club Representative & Marketing Shift Manager position.
Must be able to stand, walk, and move through all areas of the Casino for extended periods of time.
Must have excellent hearing 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.
Must be able to lift and carry up to forty (40) pounds.

Nice To Haves

Prior supervisory experience preferred.
Previous telemarketing experience preferred.

Responsibilities

Provide the highest level of Customer Service at guests at all times, with the ability to communicate effectively to guests and other departments professionally.
Assist in the execution of promotions, busses, and events. Responsible for awareness of current promotions/busses/events and relaying all information to guests.
Relay Seneca Club card uses and benefits to each guest, as well as describe any and all current and upcoming promotions/bus incentives/events and entering correct and accurate guest information into the ACSC system.
Issue correct incentive packages while relaying pertinent visitor information.
Work current promotions/events when called upon to do so.
Promote positive public relations and may be asked to make public announcements.
Maintain a high level of personal integrity and moral conduct free of questionable association.
Use good judgment as situations arise.
Operate basic office equipment as required.
Assist in any projects as required on a voluntary or mandatory basis.
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.
Complete all required SGC Training programs within nine (9) months from commencement of employment.
Perform other duties as assigned.
Supervision of Players Club Representatives including: interviewing, hiring, training, education, following policies and procedures, and ensuring high customer service skills are practiced.
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, and reconciliation done 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.
Write routine reports and correspondence.
Prepare purchase orders, invoices, and order office supplies through the finance and other related departments.
Assist in tracking information and completing reports as needed/required.
Attend all necessary meetings.
Perform other duties as assigned, along with all of the Players Club Representative duties.