JOB SUMMARY
The Marketing/Player's Club Manager will be responsible for managing key customer impact areas and supervising the Marketing and Player's Club Representatives; responsible for assisting in creating a more customer-focused environment within the casino and establish effective systems for resolving customer complaints and service challenges. The Marketing/Player's Club Manager will also be responsible for working with the player tracking and rating system. Creates and implements all casino promotions. Will work closely with the General Manager in all areas and perform all functions within the guidelines of Diamond's Casino policies and procedures, internal control standards and objectives, and in accordance with the Mission, Vision and Values of Diamond's Casino.
Essential Functions and Responsibilities and Duties
1. Responsible for supervising the Player's Club Representatives to ensure that guests are provided with exceptional customer service and friendly and professional entertainment experience through the efficient execution of casino activities, special events, promotions and special projects.
2. Must consistently demonstrate a high level of customer service to customers and employees, and represent the casino in a friendly and professional manner.
3. Assists in overseeing effective recruitment, hiring, training, recognition, coaching and other personnel related issues.
4. Identify and target high-end players currently patronizing the casino.
5. Assist in overseeing and monitoring customer database information available to target new players that coincide with the information available and assist in developing program's to increase visits from identified players.
6. Assist with weekly, monthly, and annual reports requested by the General Manager in addition to forecasts and evaluations of promotions and players program.
7. Effectively communicate to guests and other departments on all events, activities and programs to be implemented.
8. Accountable for ensuring that all promotions and events on the casino floor represent the company in a professional manner at all times.
9. Solicit customer input through customer surveys, customer focus groups, and other vehicles designed to enhance deliver of customer service; track and analyze customer responses in order to provide management with necessary feedback and recommendations for improvements.
10. Responsible for ordering all casino collateral, preparing radio, television and print advertisements.
10. Any other duties as assigned.
Requirements
Qualifications/Requirements
To perform the job successfully, and individual must be able to perform each of the essential duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Detail orientated, organized and ability to handle multiple tasks simultaneously.
2. Must be able to work some evenings, weekends and holidays.
Education/Experience
1. High School Diploma or GED equivalent/AA Degree preferred.
2. Prior Casino Marketing/Player's Club experience is required.
Language Skills
1. Excellent communication skills both written and orally.
Reasoning Ability
1. Must have the ability to deal effectively and interact well with the customers and fellow associates.
2. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
3. Possess integrity, confidentiality and discretion in handling company information.
Physical Demands
The physical demands described here are representative of those that must be met by an Employee to successfully perform the essential functions of the job. The Employee is also regularly required to stand, walk, sit and use hands to finger, handle or feel objects, tools or controls. The Employee is also required to stand and move through all areas of the casino.
Work Environment
The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The Associate must be able to obtain a Nevada Gaming Card and Alcohol Awareness Card.
The Associate is exposed to loud or very loud noise and smoke.
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