DR-Players Club Representative/Marketing Shift Manager

Seneca Gaming Corporation•Salamanca, NY

6d•Onsite

About The Position

This position serves a dual role, primarily as a Players Club Representative and secondarily as a Marketing Shift Manager when needed. The Players Club Representative is responsible for providing excellent customer service, efficiently and accurately issuing Player’s Club cards, and executing promotions and events. This role also helps maintain a positive environment for guests, answers the telephone, documents motor coach arrivals, distributes group packages, records guest head counts, and handles guest issues. As a Marketing Shift Manager, this role involves supervising the day-to-day operations of the Marketing department, assisting staff with guest accounts, and developing, coordinating, and implementing promotional activities and bus tours. The Shift Manager must ensure staff are knowledgeable and adhere to company policies and procedures. This role requires strong attention to detail, communication skills, and a customer service focus, all performed within Seneca Gaming Corporation’s guidelines.

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 to guests at all times, communicating effectively with guests and other departments professionally.
Assist in the execution of promotions, bus tours, and events, and be aware of current promotions/bus tours/events to relay information to guests.
Explain Seneca Club card uses and benefits, describe current and upcoming promotions/bus incentives/events, and accurately enter guest information into the ACSC system.
Issue correct incentive packages and relay pertinent visitor information.
Work current promotions/events when called upon.
Promote positive public relations and may be asked to make public announcements.
Maintain a high level of personal integrity and moral conduct.
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.
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 attendance guidelines 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.
Supervise Players Club Representatives, including interviewing, hiring, training, and ensuring they practice high customer service skills.
Assist with the day-to-day operations of marketing booths and promotions/events.
Ensure all incentive packages, coupons, and controlled forms are accurately counted, issued, and reconciled daily, when required, in accordance with policies and procedures.
Manage all bus and promotional paperwork and ensure reconciliation is done correctly, adhering to departmental and Income Audit Procedures.
Maintain assigned files and record keeping, ensuring accuracy and integrity of database information.
Organize and run current promotional events when called upon.
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, including 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.