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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.- Troubleshoot, diagnose and repair a wide variety of equipment.- Test and tear down equipment and replace defective parts and component units such as motors, clutches, belts, hoses or controls.- Perform scheduled preventative maintenance activities, check equipment function and operation and recommend required maintenance action.- Perform repair carpentry, plumbing, painting, flooring, metal working, electrical and roofing needs.- Monitor boiler room equipment.- Assist in training departmental Cast Members.- Install or assist in the installation or relocation of equipment.- Move furniture as directed.- Includes indoor and outdoor high/low cleaning responsibilities.- Operate snow plow and spread salt as needed.- Other duties as assigned. ADDITIONAL DUTIES/JOB DIMENSIONSRegular attendance in conformance with the standards, which may be established by Hollywood Casino from time to time, is essential to the successful performance of this position. Cast Members with irregular attendance will be subject to Hollywood Casino disciplinary action procedures up to and including termination of employment. Due to the cyclical nature of the hospitality/entertainment industry, Cast Members may be required to work varying-schedules to reflect the business needs of the property. Upon employment, all Cast Members are required to fully comply with Hollywood Casino policies and procedures for the safe and efficient operation of Company facilities. Cast Members who violate Company policies and procedures are subject to disciplinary action up to and including termination of employment
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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.- Troubleshoot, diagnose and repair a wide variety of equipment.- Test and tear down equipment and replace defective parts and component units such as motors, clutches, belts, hoses or controls.- Perform scheduled preventative maintenance activities, check equipment function and operation and recommend required maintenance action.- Perform repair carpentry, plumbing, painting, flooring, metal working, electrical and roofing needs.- Monitor boiler room equipment.- Assist in training departmental Cast Members.- Install or assist in the installation or relocation of equipment.- Move furniture as directed.- Includes indoor and outdoor high/low cleaning responsibilities.- Operate snow plow and spread salt as needed.- Other duties as assigned. ADDITIONAL DUTIES/JOB DIMENSIONSRegular attendance in conformance with the standards, which may be established by Hollywood Casino from time to time, is essential to the successful performance of this position. Cast Members with irregular attendance will be subject to Hollywood Casino disciplinary action procedures up to and including termination of employment. Due to the cyclical nature of the hospitality/entertainment industry, Cast Members may be required to work varying-schedules to reflect the business needs of the property. Upon employment, all Cast Members are required to fully comply with Hollywood Casino policies and procedures for the safe and efficient operation of Company facilities. Cast Members who violate Company policies and procedures are subject to disciplinary action up to and including termination of employment
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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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Effectively managing the activities of the following Hotel Operations areas: Hotel Housekeeping, Hotel Front Desk, R V Park, Gift Shop, Bell, Valet, and Wardrobe. Essential Duties General Provides optimal scheduling of staff to ensure the highest level of guest service while maintaining cost control. Fosters and maintain a work environment that promotes employee engagement, team work, mutual respect, and exceptional productivity. Partners with Casino Marketing to ensure timely guest check-in and maximum occupancy Provides guests and cast members with up-to-date information on hotel, local attractions, and property events Manages efficient operation of the rooming process including arrangements such as the pre-blocking, pre-registration, and final check-in of guest Posts charges and settles folios for individuals and groups Resolves due-outs and complete check-outs Maintains accurate employee records and files Maintains thorough knowledge of, and complies with, all departmental policies, service procedures, and standards Supervisory Manages Supervisors who supervise non-management cast members in the Hotel Operations Department Act as a leader when providing direction, coordination, and evaluation of Hotel Operations, including Hotel Housekeeping, Front Desk, RV Park, Gift Shop, Bell, Valet and Wardrobe Carries out managerial functions in accordance with with the organization's policies and applicable laws. Such functions include, but not limited to, interviewing, hiring, training; planning, assigning, and directing work; performance appraisals; rewarding and disciplining employees; addressing complaints and resolving problems
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Summary:The Marketing Coordinator is responsible for the daily coordination and/or execution of advertising add-ons, special events, and assisting in promotions. Essential Duties and Responsibilites:- Promote and maintain all steps of the Marquee Service program with each patron and employee you come in contact with.- 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.- Employees may be required to perform duties outside their normal job descriptions where, in the company’s judgment, it is necessary in the interest of efficiency, productivity, or improved guest service.
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Summary:The Marketing Coordinator is responsible for the daily coordination and/or execution of advertising add-ons, special events, and assisting in promotions. Essential Duties and Responsibilites:- Promote and maintain all steps of the Marquee Service program with each patron and employee you come in contact with.- 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.- Employees may be required to perform duties outside their normal job descriptions where, in the company’s judgment, it is necessary in the interest of efficiency, productivity, or improved guest service.
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SUMMARYResponsible for the efficient and accurate execution and evaluation of direct mail operations, with chief objective to validate the accuracy and integrity of data compilation and application. Communicate direct mail campaign details and strategy to operational staff, vendors and guests. 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.- 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 direct mail manager with development of list, offer and creative strategy.- Assists the Database Marketing Manager on the coordination of coupon promotions through outside suppliers and maintaining marketing lists, promotional lists, and coupon database for customer tracking and accountability purposes.- Establishes and deactivates patron accounts.- Performs duties and responsibilities associated with the IGB statewide Voluntary Self- Exclusion program as described in section K of these Internal & Accouting Control Procedures.- Other duties as assigned.- REQUIRED TECHNICAL SKILLS- Beginning to intermediate level Access and Excel skills- Excellent mathematical/business statistics skills.- Proficient with guest service communication/strong telephone skills.- Proficient in Microsoft Word and Power point.- Exceptional proofreading skills.
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ESSENTIAL DUTIES AND RESPONSIBILITIESThe following and other duties may be assigned as necessary:- 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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ESSENTIAL DUTIES AND RESPONSIBILITIESThe following and other duties may be assigned as necessary:- 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.- 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.- 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
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Responsible for providing guidance and daily supervision to staff in the Marketing department. Supports and administers operational goals and monitors achievements of performance and profit objectives.Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction.Responsible for supporting compliance to departmental budgets.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. Coordinates and executes all retail promotions, direct mail promotions, and special events to target retail and database customers.Organizes and executes the regularly scheduled entertainment acts for all performances on property, within the forecast Special Events and Promotional budget.Coordinate internal support related to each special event, promotion, or entertainment for all appropriate departments.Support the efforts and projects of the VP of Marketing and/or Marketing Manager as requested.Coordinate and track, as needed, groups responding to special and VIP party events.Direct and train event staff to include coordination between departments and training on event specifics.Coordinate marketing support services to include advertising, public relations, and internal departments.Coordinate internal support related to each special event, promotion, or entertainment for all appropriate departments.Organize and maintain files of all Marketing Programs to include artwork, analysis, and rules.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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- Greets guests actively engaged in gaming and assists team members in player identification.- Provides guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.- Maintains knowledge of casino marketing and player development promotions and encourages guest participation.- Maintains knowledge of credit procedures and encourages the use of credit when appropriate.- Encourages guest visitation through written correspondence and telemarketing.- Assists in resolving guest opportunities and/or conflicts, in fair and equitable manners.- Analyzes and coordinates in-house invitation lists with Manager.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. - Attends and aids in the coordination of special events.- Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow team members.- Utilizes Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks. Completes all Sales Force task requirements in a timely manner. Reviews all monthly metrics with Manager and sets quarterly goals. - Develops and maintains technical skills to maximize use of patron data systems.- Establishes a direct line of communication with all service departments for the purpose of caring for high value players.- Monitors patron activity and profitability of all assigned players.- Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.- Provides assistance to the Manager as needed.- Provides professional representation at internal and external meetings and events.- Ensures interactions with internal and external guests follow the guidelines of customer service program.- Adheres to all Corporate and local policies, procedures, and operating guidelines.- Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
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- Greets guests actively engaged in gaming and assists team members in player identification.- Provides guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.- Maintains knowledge of casino marketing and player development promotions and encourages guest participation.- Maintains knowledge of credit procedures and encourages the use of credit when appropriate.- Encourages guest visitation through written correspondence and telemarketing.- Assists in resolving guest opportunities and/or conflicts, in fair and equitable manners.- Analyzes and coordinates in-house invitation lists with Manager.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. - Attends and aids in the coordination of special events and promotions- Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow team members.- Utilizes Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks. Completes all Sales Force task requirements in a timely manner. Reviews all monthly metrics with Manager and sets quarterly goals. - Develops and maintains technical skills to maximize use of patron data systems.- Establishes a direct line of communication with all service departments for the purpose of caring for coded players.- Monitors patron activity and profitability of all assigned players.- Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.- Provides assistance to the Manager as needed.- Provides professional representation at internal and external meetings and events.- Ensures interactions with internal and external guests follow the guidelines of customer service program.- Adheres to all Corporate and local policies, procedures, and operating guidelines.Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management
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- Greets guests actively engaged in gaming and assists team members in player identification.- Provides guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.- Maintains knowledge of casino marketing and player development promotions and encourages guest participation.- Maintains knowledge of credit procedures and encourages the use of credit when appropriate.- Encourages guest visitation through written correspondence and telemarketing.- Assists in resolving guest opportunities and/or conflicts, in fair and equitable manners.- Analyzes and coordinates in-house invitation lists with Manager.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. - Attends and aids in the coordination of special events and promotions- Exhibits a friendly, helpful, and courteous manner when dealing with customers of fellow team members.- Utilizes Sales Force (CMS) tracking for all player contacts, profile preferences, and tasks. Completes all Sales Force task requirements in a timely manner. Reviews all monthly metrics with Manager and sets quarterly goals. - Develops and maintains technical skills to maximize use of patron data systems.- Establishes a direct line of communication with all service departments for the purpose of caring for coded players.- Monitors patron activity and profitability of all assigned players.- Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.- Provides assistance to the Manager as needed.- Provides professional representation at internal and external meetings and events.- Ensures interactions with internal and external guests follow the guidelines of customer service program.- Adheres to all Corporate and local policies, procedures, and operating guidelines.Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management
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- Massage guests using normally accepted techniques and rubbing compounds.- Assist in monitoring exercise equipment, surrounding spa and pool area to ensure that the facility is used properly; attends to safety and cleanliness of the area.- Assist in greeting guests and offers instruction and assistance with exercise equipment, tanning booths and pool facilities, locker rooms and spa services.- Follow all prescribed safety procedures; immediately notifies security and supervisor of accidents and potential safety hazards. - Maintain adequate supply of towels and sundry items; monitors inventory levels and notifies manager when ordering is necessary.- Follow handbook guidelines in regards to proper usage of all spa equipment.- Follow all department guidelines in regards to procedures, treatment protocol and sexual misconduct policy to ensure the highest standards of professionalism and guest satisfaction.- Must provide courteous and friendly service to all guests and staff.- Perform related work as requested.
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- Providing personalized service and uses guest name- Resolving service problems according to guidelines- Serving as ambassador of goodwill while working and at customer and public relations functions; appears in publicity photos- Promoting casino events and programs- Providing fast (20 minute or less round time), friendly, professional beverage service to casino guests; carries full trays on every round- Monitoring guest consumption of alcohol and intervenes as needed according to guidelines- Taking drink orders, communicating with bartender, assisting in the preparation of drinks and presenting drinks to guests- Handling money according to procedure- Working well with others, especially beverage servers, bartenders, barbacks, beverage supervisor, and slots supervisor- Maintaining clean and stocked workstation
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- Providing personalized service and uses guest name- Resolving service problems according to guidelines- Serving as ambassador of goodwill while working and at customer and public relations functions; appears in publicity photos- Promoting casino events and programs- Providing fast (20 minute or less round time), friendly, professional beverage service to casino guests; carries full trays on every round- Monitoring guest consumption of alcohol and intervenes as needed according to guidelines- Taking drink orders, communicating with bartender, and presenting drinks to guests- Providing service of complimentary beverages including coffee and water- Handling money according to procedure- Working well with others, especially beverage servers, bartenders, barbacks, beverage supervisor, and slots supervisor- Maintaining clean and stocked workstation
