• Lead Marketing Services Rep

    Location US-IL-Joliet
    Posted Date 3 weeks ago(7/29/2019 1:03 PM)
    Job ID
    Casino Property
    Hollywood Casino Joliet
    Position Type
    Regular Full-Time
  • Overview



    Don’t just work. Work Happy.


    A career in gaming? Hollywood Casino Joliet we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.


    An individual could be successful if they possess the following.


    Your daily responsibilities include


    Oversee the operations of the Club Hollywood, including supervision of marketing services representative staff in the absence of a Marketing Services Supervisor, ensuring accuracy and integrity of database information and maintaining the highest level of guest service for casino players.



    • This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and Cast Members. 
    • Understands and adheres to all Property and Marketing Department standards, policies and procedures
    • Must be knowledgeable in all Marketing Services areas
    • Consistently perform duties in compliance with all department service standards, department specific policies and procedures and policies set forth within the property Employee Guidance Manual
    • Assist Marketing Services Supervisors and Marketing Department with daily operations
    • Ensures compliance and has a strong understanding of the Internal Control Systems (ICS) and the Minimum Internal Control Standards (MICS), relevant to the Marketing Department
    • Must exhibit role model behavior for all Marketing Services Representatives
    • Oversee and ensure effective, efficient operation of the Club Hollywood program
    • Ability to perform opening and closing duties
    • Must be flexible with schedule
    • Assist with staff direction, monitoring breaks and ensuring departmental policies and procedures are being adhered to
    • Provide guidance on player tracking system and departmental policies to Marketing Services Representatives
    • Accurate data entry skills required; establish new accounts for players, maintenance of database files, redemption of Direct Mail offers, authorize necessary overrides
    • Strong Communication skills required; able to adjust communication style based on unique customer/employee  interactions and needs
    • Responsible for offering and issuing casino complimentaries
    • Issue promotional amenities while maintaining accurate records and monitoring inventory controls
    • Assist in execution of special promotional events, player parties, drawings, and duties as deemed necessary
    • Update accounts with information changes and obtain missing information on player accounts
    • Assist in the organization and implementation of special events/promotions within the marketing department
    • Answer questions about Club Hollywood program and gaming
    • Enroll guests in point promotions, adjust points accordingly and redeem direct mail offers
    • Demonstrate knowledge of all property promotions and amenities including food outlet options, hours of operation, hotel services and retail offers
    • Must display a passion for their duties
    • Is forward thinking, plans appropriately and meets all deadlines
    • Implement all property Red Carpet Customer Service requirements and any additional customer satisfaction skill requirements outlined by the department
    • Must take accountability for their own performance and growth
    • Ability to prioritize, organize and complete multiple tasks
    • Maintains open communication with Marketing Services Supervisors and Department Manager
    • Must display the ability to be a team player and interface with other departments to develop key relations to insure maximum efficiency in completing job tasks
    • Duties and responsibilities may be changed, expanded, reduced or deleted by management to meet the needs of the Marketing Department and Hollywood Casino Joliet
    • All other duties and/or responsibilities as assigned

    To be successful in this position it will require the following skill set


    High School diploma or GED required.  2+ years related experience with knowledge of casino computer systems and ability to toggle between different programs required to perform essential functions; posses general administrative and/or secretarial skills.  Prior team leader experience preferred but not required.  This position is responsible for providing a high level of customer service and promoting a positive attitude to create a fun and entertaining experience for our guests and Cast Members. Must understand and speak the English language. 



    The physical demands described here are representatives of those that must be met by an Employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Something to leave you with

    Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.


    Now that you have read about who we are, here is your opportunity to see what we're about!




    Equal Opportunity Employer




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