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- Perform cashier buys: verifies money and total amount of buy.- Balance main bank to impressed amounts and in certain banks non-impressed amounts. Verifies cash drawer at beginning and end of shift and makes sure all paperwork is filled out properly.- Process slot machine jackpots: enter into computer, call surveillance, complete W2G forms when needed, and pay out money.- Cash customer’s checks. - Perform cashier or vault duties when necessary.- Perform Count Team Member duties when needed.- Cash chips. Redeem player’s winnings for cash.- Refund safekeeping/customer deposits and found money.- Process Markers for Credit Players- Verify Credit Lines for Players- Process and cash credit card cash advances.- Process all fills and credit with table games.- Balance cash drawers. Ensure that the drawers are at appropriate impressed or non-impressed amount at the beginning and end of each shift.- Do buys with window cashiers. Keep drawer stocked throughout current shift and for the next shift. Also do buys with vault for chips and cash.- Complete all necessary paperwork: Main Bank Summary, multiple logs, CTR, check log, Marker Issuance and IOU Control log and key logs.- Receipt in dealer, cage, security and slot tokes.- Perform Redemption Kiosk drop and emergency Kiosk fills.- Comply with company policies; all state and federal regulations; and internal controls as it relates to this position.- Employees may be required to perform duties outside of their normal job description where, in the Company’s judgment, it is necessary in the interest of efficiency, productivity or improved guest service
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- Possesses the ability to perform work in a safe and efficient manner, following all applicable local, state, and federal guidelines and/or codes as related to the state position of Maintenance Mechanic. - Possesses the ability to comply with all management requests within his/her abilities. - Responsible for working from blueprints or verbal and/or written instructions. - Responsible for maintaining shop area, spare parts area, storage area and inventories materials, equipment and associated parts of all the various trades. - Possesses the ability for general repairs, basic installations, adjust and perform preventative/predictable maintenance and maintains the information in the shop log or documents her/her assignment through the work order system. - Must have a security escort with entering or accessing restricted areas. - Must maintain open lines of communication with supervisors. - Possesses skilled ability and proficiency in the following disciplines: general repairs, installations, any electrical repair of 120/240 single phase, painting and wall papering, plumbing, carpentry, and drywall in a safe and efficient manner.- Painting, plumbing, electrical work, carpentry, and other projects relating to maintenance of the property. - Preventative maintenance as scheduled. - Responsible for general maintenance of all facilities on property and the property itself.- Responsible for maintaining, repairing, and replacing gaming table layouts. - Knowledge of the HVAC system, alarm system, and generators- Ensure the safety and security of all guests and employees.- Supports and maintains company courtesy guidelines.- Performs other duties as assigned
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SUMMARY:Maintain appearance and mechanical requirements of the facility. Handle any emergencies quickly in order to prevent shut downs of the facility. ESSENTIAL DUTIES & RESPONSIBILITIES:- Perform general preventive maintenance of the property.- Perform general carpentry work: frame walls, hang drywall, build shelves, lay carpet, etc.- Perform locksmithing tasks: repair locks, door handles, and door closures; install new door equipment.- Address minor plumbing issues / repairs as required.- Perform miscellaneous other maintenance tasks: welding, painting, furniture repair, landscaping, small engine repair etc.- Operate heavy equipment i.e. motor graders, loaders, backhoes, welding and cutting (is helpful to know) as well as light electrical work (no hard-wired work).- Remove snow/ice from sidewalks, parking lots, stairs, ramp ways, exits, facilities, restaurant facilities and employee areas.- All work to be performed taking appropriate safety precautions.- Notify supervisor immediately of any problems/crisis/emergency situation.- Maintain cleanliness of facilities inside and outside: sweep, pick up trash, and wash as required on a daily basis. May be asked to assist with repairs. Paint when required.- Participate in all safety and emergency squad drills. Ensure that all safety equipment is in operating order.- Must work well under pressure, and meet multiple and sometimes competing deadlines.- Must at all times demonstrate ethical and cooperative behavior with guests, co-workers and supervisors.- Performs other duties as may be assigned by department and/or company management. SUPERVISORY RESPONSIBILITIES - This position has no supervisory responsibilities.
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The Leadership Excellence Academy at Penn National Gaming program (LEAP) is designed for college graduates who are interested in building a long term career in the gaming industry and delivering the world class experience our customers expect from us. We value the addition of new energy, talent and expertise into our organization. This 18 month program has been developed to mold Penn’s leaders of tomorrow and continue our company’s success well into the future. Our program will provide hands-on-training, mentoring and real world experience which will provide you the necessary tools to be successful at Penn. The program is 18 months overall with 6 months of the program consisting of CORE rotations that include working in various departments of the casino/operations and administration to gain an understanding of day to day operations necessary to support the overall organization. This experience is valuable as you move into the next phase of the program because it provides a foundation of knowledge that will be assist you in understanding how all the various areas fit together to make the property function. CORE rotations with time spent in each functional area including: Human Resources, Finance, Operations –slots and table games, Compliance The final twelve month CONCENTRATION rotation of the program will be in your selected career path-food and beverage and hospitality. During these 12 months you will receive a structured plan regarding your rotations throughout the area which is designed to provide you with in depth understanding of all aspects the area including, but not limited to, front and back of the house functions, gourmet and casual dining outlets. Program overview/support:- Property and Company- wide orientation that provides information on Penn National Gaming’s history and our vision for the future.- A mentor / coach who will guide you throughout the program to ensure you are set up for success.- Performance feedback following each completed rotation in the program.- Placement into an open and available position relevant to your Leadership Program experience at your current property or a sister property upon successful completion of the program.- Competitive salary, benefits and other perks each team member receives while they are part of our company.- Relocation benefits will be provided to assist with the expense of moving.
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- Directs the daily activities of the Housekeeping Department- Examines and inspects the quality of work performed by Housekeeping employees and takes appropriate steps to insure maintenance of prescribed standards- Ensures all fiscal requirements to maintain the building in good working order (i.e, hotel room, hallways, vending areas, back-of-house areas are maintained through work orders)- Examines and inspects the condition of guest room linens and takes appropriate steps to ensure the elimination of damaged items; manages the maintenance of established par levels and laundering quality of all “in use” linen- Installs and maintains adequate controls to minimize waste and loss through theft or damage of operating supplies, furnishings and equipment- Operates a “Lost and Found” facility for Hotel guests- Instructs assigned employees on the safety policies and procedures and reports all safety hazards are eliminated. Insures all personnel are trained on OSHA regulations- Completes and routes all occupational injury/ illness reports- Prepares annual budget and operating forecasts; prepares regular and special reports; maintains necessary records and files- Retains staff in line with departmental goals- Operates budget within established perimeters and answers for any variances budget related- Prepares annual capital requests as needed- Counsels, guides and instructs employees in the proper performance of their duties; prepares and coordinates the periodic performance appraisals of assigned employees- Recommends employee changes such as hiring, promotion, demotion and termination; recommends wage and salary adjustments for employees within established limits- Monitors the Fitness Center to include, but not limited to, cleanliness, equipment needs, overall maintenance needs- Responsible for providing exceptional Red Carpet Customer Service to all guests
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- Demonstrating outstanding internal and external service in accordance with “Red Carpet Service” program guidelines- Responsible for planning and directing of all purchasing- Ensuring purchases are in compliance with the Company’s purchasing policies.- Negotiates and executes contractual agreements for the procurement of goods and services utilized throughout the Company.- Evaluates contractual performance with regard to quality of product, vendor service and price.- Promotes outstanding relations with vendors.- Create and maintain an environment of mutual and reciprocal trust, respect, and confidence within the department and with interactions with internal and external guests.- Demonstrate an ability and commitment to deliver quality guest service to external and internal guests that follow the guidelines of the Red Carpet Customer Service program.- Maintain compliance with the Illinois Gaming Board Rules, Standards and the company’s System of Internal Controls and Sarbanes-Oxley requirements.- Work within the guidelines established by Penn National Gaming and Hollywood Casino Aurora.- Other duties as assigned.
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- Directly supervises slot operations and monitors all related services affecting the department on an assigned shift - Promotes guest development - Counsels, guides and coaches personnel in the proper behavior performance of duties - Administers evaluations, performance reviews and merit compensation within established guidelines - Maintains work schedules for assigned personnel - Ensures efficient staffing levels managing hiring, promotion, demotions and termination decisions - Ensures guest recognition and development are primary duties for all personnel - Maintain the highest standard of customer service and integrity in the slot department- Ensure all teams members adhere to department policies, procedures, internal controls and gaming regulations- Ensure all areas are staffed and direct personnel throughout the casino- Serve as a witness to jackpot pay offs and perform jackpot pay outs $10,000 and above- Inspire and motivate team members to perform to their highest potential- Manages turnover and budget goals
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* Supervises and manages staff who are responsible for the Accounting function including, but not limited to, payroll, accounts payable, inventory control, recording of revenue and expenses, balance sheet reconciliations, fixed asset activity, inventory, etc. (select all that apply). Develops, implements and manages operational goals and monitors achievements of performance and profit objectives.* Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives and achieving deadlines.* Assists in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.* Assists in the month-end General Ledger close process to ensure financial statements are accurate and thorough.* Ensures an accurate and timely monthly, quarterly and year end close.* Ensures the timely reporting of all monthly financial information.* Completes timely and accurate Balance Sheet reconciliations on a monthly basis.* Produces monthly, quarterly and annual financial statements and ad hoc financial reports.* Provides training to new and existing staff as needed.* Supports Controller/Director with special projects and workflow process improvements.* Maintains organized set of detailed records and files to document financial transactions.* Works closely with department managers to ensure they have a thorough understanding of their expenses and general accounting procedures.* Assists in the management of capital expenditures for small and large scale projects.* Compiles composite reports from individual reports of subordinates required by management or government agencies.* Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. Responsible for the overall achievement of department customer service goals.* Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management / GM.* Maintains strict confidentiality in all departmental and company matters. SUPERVISORY RESPONSIBILITIESThis job will have supervisory responsibilities.* Responsible for staff development and training programs.* Responsible for rewards and recognition program to maximize employee engagement.* Evaluates team members within department and delivers constructive feedback to employees in regards to performance.* Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.* Manages work procedures and expedites workflow.* Responsible for employee performance (disciplining, coaching, counseling).LANGUAGE SKILLSAbility to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required. REASONING ABILITYAbility to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. PHYSICAL DEMANDSThe physical demands described here are representative 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. While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces. WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee 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 noise level in the work environment is usually moderate. Employee could be exposed to an environment containing unrestricted second hand tobacco smoke.
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- Primarily responsible for short and long term financial analysis for the property including labor, and financial data reporting. Exercise discretion and independent judgment within the Manager of Business Planning and Analysis function including:- Calculate profitability of marketing programs. Analyze results to identify opportunities for improving efficiency of marketing expenditures. Communicate findings to executive team. - Oversee all aspects of preparing the annual budget. - Compare actual operating results to budget and prior year. Summarize key findings and communicate to executive management. Make recommendation for improving EBITDA.- Develop presentations for budget meetings and operational reviews. - Present and discuss analyses with high level executives from corporate and from the property.- Develop, maintain and distribute key operating metrics to evaluate attainment of company’s operating, service and financial objectives. - Monitor labor costs and identify opportunities to improve efficiencies. - Perform queries of various data bases to extract data for use in analysis.- Prepare ad-hoc analysis as needed. - Promote and lead in our Red Carpet Service initiatives to external and internal guests that perpetuate Hollywood Casino’s commitment towards quality guest service.- Attend departmental and company meetings.- Follow all safety rules. - Adhere to departmental quality standards.- Maintain compliance with Missouri Gaming Commission requirements, the company’s System of Internal Controls and Sarbanes-Oxley requirements. - Work within the guidelines established by Penn National Gaming and Hollywood Casino St. Louis.
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- 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.- Handle guest inquiries related to direct mail in a pleasant and professional manner.- Confer with manager regarding offer adjustments or replacements and facilitate corrective action- Upon guest or staff inquiry, review player history to accurately assess offer inclusion/exclusion and communicate information succinctly and in a timely fashion.- Audit and correct address information in the player tracking system- Follow and complete a quality control check list for all direct mail projects- Notify direct mail vendors when data is ready for setup and approved for production.- Verify counts by segment, validate offers to matrix, confirm total cash liability by denomination and ascertain final total mailing count with mail house representative.- Analyze player ratings and overlay with direct mail campaign parameters to ensure consistency with pre-determined criteria- Strictly adhere to all current policies, procedures and quality control measures.- Assist monthly with the forecasting and reconciliation of the database marketing budget and direct mail campaign profit and loss preparation.- Monitor the process by which marketing coupons are redeemed and spot check against initial criteria to ensure accuracy and validity.- Write internal and external correspondence as necessary.- Assist database personnel with campaign set up and list pulls via current database system and other available tools.- Work with production and database personnel to ensure a timely mailing schedule.- Prepare and present communication to front-line staff concerning current direct mail strategy, restrictions and procedures.- Assist Manager with end-user input training, data entry standards development and data cleansing procedures.- Communicate with Director of Compliance to ensure all modifications, additions or eliminations to direct mail programs are reviewed, submitted and approved by the Illinois Gaming Board.- Assist Database Marketing Manager with development of list, offer and creative strategy.- Assist with monthly reporting of marketing campaigns & metrics as well as ad hoc analysis.- Maintain a clear understanding of all direct mail programs and promotions.- Assist with the addition/removal of player flags and the associated changes.- Other duties as assigned.
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ESSENTIAL DUTIES AND RESPONSIBILITIESThe following and other duties may be assigned as necessary:- Participates in entire 18 month program at respective property. - Spends 6 months of the program working in CORE rotations, which include, but not limited to, Human Resources, Finance, Operations, and Compliance at respective property. - Spends 12 months of the program in Marketing and performs job duties relevant to the specific department’s role assignment. - Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. - Performs job duties relevant to rotations which include, but are not limited to, front of house and back of house functions, to include hotel, gourmet, and casual dining outlets as applicable. - Adheres to rotation schedule as assigned by mentor/property. - Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.- Maintains strict confidentiality in all departmental and company matters.
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Program overview/support:- Property and Company- wide orientation that provides information on Penn National Gaming’s history and our vision for the future.- A mentor / coach who will guide you throughout the program to ensure you are set up for success.- Performance feedback following each completed rotation in the Marketing program.- Placement into an open and available position relevant to your Leadership Program experience at your current property or a sister property upon successful completion of the program.- Competitive salary, benefits and other perks each team member receives while they are part of our company.- Relocation benefits will be provided to assist with the expense of moving.
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Program overview/support:- This position will split time between the Hollywood Casino St. Louis and Argosy Alton properties.- Property and Company- wide orientation that provides information on Penn National Gaming’s history and our vision for the future.- A mentor / coach who will guide you throughout the program to ensure you are set up for success.- Performance feedback following each completed rotation in the Marketing program.- Placement into an open and available position relevant to your Leadership Program experience at your current property or a sister property upon successful completion of the program.- Competitive salary, benefits and other perks each team member receives while they are part of our company.- Relocation benefits will be provided to assist with the expense of moving.
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SPECIFIC DUTIES AND RESPONSIBILITIES - Manages the productivity of marketing plans and projects.- Communicates with multiple departments and external guests regarding, including but not limited to, guests with bad addresses, rating issues and/or duplicate accounts.- Manages the direct mail calendar with the direct mail teams to ensure appropriate timetable to meet business objectives.- Manages all direct marketing efforts including but not limited to, list pulls, selection criteria, database integrity and NCOA maintenance.- Manages the direct marketing expenses while adhering to operating budgets- Oversees the Marketing Systems/Database Marketing initiatives and all related functions- Provide support and input into all marketing and operational projects related to direct marketing- Manages adhoc customer database testing to ensure accurate data- Develops relationships with property department heads to provide and receive feedback regarding database trends and suitable direct mail offers to players- Develops coordinates and implements all aspects of database marketing- Creates proformas for select marketing promotional programs for analysis purposes- Manages external vendors to coordinate the development of creative and printing/production- Manages website updates and the email “blast” initiatives- Promotes positive public relations internally and externally- Monitoring all public relations activities and working close with the all managers to ensure consistent and effective media relations and community awareness.- Meet with departmental directors and managers as necessary.
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SUMMARYResponsible for all Marketing Service personnel and their successful fulfillment of all current Player’s Club reward programs, services and promotions. Responsible for any Player’s Club partnerships and monitors the quality execution of all Player’s Club benefits and services property wide. Additionally responsible for VIP Operations including property VIP Lounge and staff. Directly instrumental in the growth of the property’s customer database with focus on card utilization and new memberships. Other duties encompass developing and leading the consistent implementation of critical policy and procedures to ensure data integrity, as well as accuracy, timeliness and compliance in all transactions. Directly manages the Marketing Services Supervisors, Marketing Services Lead and Marketing Services Representative, including VIP Services Representative. ESSENTIAL DUTIES AND RESPONSIBILITIES- 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- 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- Interviews, hires, trains and directs staff members in a manner that ensures department success- Pro-actively counsels Cast Members and implements necessary corrective measures- Hire, fire, develop, and pro-actively manage the performance of all staff members- Ensures that all responsible areas are pro-actively managed and efficiently operated- Participate in promotional meetings to develop ideas for future events- Establish and maintain procedures for promotions and events- Monitor departmental expenses to assure the department is remaining within budgetary guidelines- Prepare correspondence and reports as needed- Holds department meetings to ensure department is aware and well informed of all promotions, events and entertainment- Implement all property Red Carpet Service requirements and any additional customer satisfaction skill requirements outlined by the department- Ability to accurately prioritize, organize and complete multiple activities within realistic time goals- Must display a passion for their duties- Must display the ability to be a team player and interface with other departments to develop key relationships to insure maximum efficiency in completing job tasks.- Must create fun for the guest appropriate to a casino environment- Ability to train and mentor both individuals and a team- Must be a subject matter expert in all areas related to department- Oversee and ensure effective, efficient operation of the Player’s Card program, VIP Services, and property Call Center- Manages property Call Campaigns- Assists with budget forecasting- Assists Food and Beverage with VIP Lounge menu planning- Ensures VIP Lounge experience meets Senior Managements expectations- Oversees all department scheduling to ensure proper staffing during key business times- Oversees daily paperwork/logs for accuracy and completeness- Monitor productivity and efficiency of Cast Members- Authorize and override point/comp vouchers when necessary for frontline staff and other department Cast Members- Able to answer all questions about Player’s Club program, gaming and general property information- Manages inventory control measures for all sensitive promotional inventory and vouchers containing value- Maintains proper inventory and budget related to Players Club Cards- Must be knowledgeable of property product, promotions and events- Comfortably communicate all necessary information/training to staff members- Is forward thinking, plans appropriately and meets all deadlines- Maintains open communication with Director of Player Development and staff- Must maintain a positive attitude and must be a team player at all times- Must take full accountability for their own performance and growth- Must be a self starter and require little supervision or direction- This position is not limited to job duties listed in the description. Duties or responsibilities can be changed, expanded, reduced or deleted by management to meet the needs of the Marketing Department and Hollywood Casino- All other duties and/or responsibilities as assigned
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- Assists and supports the Marketing Department with casino promotions and events on select shifts by performing various duties to support customers’ visits and/or events.- Answers phone calls and proactively assists customers (internal and external) with their concerns - Welcomes bus patrons, confirming, counting, balancing and distribution of any coupons.- Accurately completes paperwork referring to lost or stolen patron articles.- Light clerical work to include but not limited to; envelope stuffing, filing, faxing and copying.- Assists guests by directing them to appropriate areas and contact department for guest needs.- Maintains up-to-date information of casino events to ensure guests will receive accurate and prompt information when requested.- Responsible for educating patron’s on the value of the loyalty program; assists patrons with questions as they relate to the property and loyalty program.- Work in conjunction with other departments on an as needed basis.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.- Adheres to all company, state, and regulatory policies and procedures.- Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
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- Assists and supports the Marketing Department with casino promotions and events on select shifts by performing various duties to support customers’ visits and/or events.- Answers phone calls and proactively assists customers (internal and external) with their concerns - Welcomes bus patrons, confirming, counting, balancing and distribution of any coupons.- Accurately completes paperwork referring to lost or stolen patron articles.- Light clerical work to include but not limited to; envelope stuffing, filing, faxing and copying.- Assists guests by directing them to appropriate areas and contact department for guest needs.- Maintains up-to-date information of casino events to ensure guests will receive accurate and prompt information when requested.- Responsible for educating patron’s on the value of the loyalty program; assists patrons with questions as they relate to the property and loyalty program.- Work in conjunction with other departments on an as needed basis.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.- Adheres to all company, state, and regulatory policies and procedures.- Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.- Performs all other related & compatible duties as assigned.
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- Assists and supports the Marketing Department with casino promotions and events on select shifts by performing various duties to support customers’ visits and/or events.- Works directly with the promotions administrator to ensure all direct mail, VIP events and promotional events are executed correctly and follow all regulatory requirements.- Successfully utilizes the systems provided to track and record all promotional items being distributed to guests. - Light clerical work to include but not limited to; envelope stuffing, filing, faxing and copying.- Assists guests by directing them to appropriate areas and contact department for guest needs.- Maintains up-to-date information of casino events to ensure guests will receive accurate and prompt information when requested.- Responsible for educating patron’s on the value of the loyalty program; assists patrons with questions as they relate to the property and loyalty program.- Work in conjunction with other departments on an as needed basis.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.- Adheres to all company, state, and regulatory policies and procedures.- Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
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SUMMARYProvide superior guest service by demonstrating and up-selling with expert knowledge all levels of the Player’s card benefits, current promotions and/or events, the casino floor layout and any Direct Mail offers. Guest interactions will include engaging, efficient, informative assistance. Promote the Player’s Club program by recruiting, enrolling and educating guests on how to use the players’ cards whereby supporting the operation of the program. Additionally, conduct in-bound and out-bound calling, providing quality service & effective selling through the use of a telecommunications database and telephonic system. Expediently handle guest concerns, inquiries and requests. Perform the professional and courteous handling of incoming guest calls and reservation requests while realizing campaign goals, fulfilling data entry requirements and achieving call time and volume objectives. ESSENTIAL DUTIES AND RESPONSIBILITIES- This position is responsible for providing a high level of guest 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 Cast Member Guidance Manual. - Receive in-bound calls and dispatch or handle appropriately- Perform out-bound calling efforts as scheduled and prioritized by the supervisor or ETS system.- Perform basic functions, data input and acquire information from the following CDS, LMS and PBX.- Achieve established levels of activity and meet objectives for number and length of calls attempted, calls completed, sales results, abandoned calls, up-selling and the accuracy and completeness of data input.- Maintain detailed awareness regarding current and upcoming property events, promotions, entertainment, packages, Club benefits, food specials and other offers for information dissemination and up-selling- Handle reservation requests for invitational events, hotels and concerts.- Utilize event manifests, RSVP spreadsheets and refer to fact sheets as needed to fulfill call center initiatives.- Provide regular updates on reservation status and response summaries- Directly handle guest issues and concerns determining alternate solutions and resources in order to resolve issues.- Work in harmony with supervisor and other department personnel to escalate the handling of guest issues as needed to remedy guest dissatisfaction- Deliver phone scripts in a compelling and confident manner, effective offer tool box amenities and establish follow up action when executing outbound calls.- Carry out several simultaneous tasks: take rapid-arriving incoming calls in succession, provide courteous, personalized and professional service and immediately and proficiently and accurately enter and assess data across multiple systems and programs.- Provide superior service delivery and strong persuasive communication skills- Consistently follow the processes and procedures outlines for handling calls including up-selling, personalization, standardization and quality control measures.- Perform a variety of record keeping, filing, indexing and other general administrative functions.- Operate a variety of communication equipment.- Remain patient and friendly at all times, communicating clearly, succinctly and with utmost enthusiasm.- Consistently perform critical guest engagement behaviors during every phone transaction- Accurate data entry skills required; establish new accounts for players, maintenance of database files, redemption of Direct Mail offers- Strong communication skills required; able to adjust communication style based on unique guest interactions and needs- Responsible for offering and issuing casino complimentaries- Issue promotional amenities while maintaining accurate records and inventory controls- Assist in execution of special promotional events, player parties, drawings, and duties as deemed necessary- Demonstrate knowledge of all property amenities including food outlet options, hours of operation, hotel services and retail offers - Provides feedback on guests satisfaction related to facility, programs and services- Implement all property Red Carpet Guest Service requirements and any additional guest satisfaction skill requirements outlined by the department. - Must take accountability for their own performance and growth- Must create fun for their guests appropriate to a casino environment- Must display a passion for their duties- Must maintain a positive attitude and be a team player at all times- Ability to accurately 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 - All other duties and/or responsibilities as assigned
