Penn National Gaming, Inc.

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Job Locations US-LA-Lake Charles
*This role is pending regulatory approval.- Assists with performing comprehensive analysis of CRM campaign and market research data.  Makes recommendations based upon analysis findings.- Utilizes business intelligence reporting tool and SQL to construct marketing performance analytics as required. - Prepares analysis for measuring marketing performance across the property including but limited to areas of CRM Marketing, customer loyalty program, promotions, amenity offers, internet/social media engagement.- Maintains CRM dashboards. Troubleshoots as needed and escalates issues to Manager.- Performs data mining for campaigns and audits according to established guidelines.- Queries databases for counts and lists of records based on specified criteria. Escalates issues to Manager.- Prepares ad-hoc reporting.- Assists with identifying performance opportunities across marketing initiatives. - Assists in structuring of presentations for budget meetings and operational reviews.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. - Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.- Assists with performing comprehensive analysis of CRM campaign and market research data.  Makes recommendations based upon analysis findings.- Utilizes business intelligence reporting tool and SQL to construct marketing performance analytics as required. - Prepares analysis for measuring marketing performance across the property including but limited to areas of CRM Marketing, customer loyalty program, promotions, amenity offers, internet/social media engagement.- Maintains CRM dashboards. Troubleshoots as needed and escalates issues to Manager.- Performs data mining for campaigns and audits according to established guidelines.- Queries databases for counts and lists of records based on specified criteria. Escalates issues to Manager.- Prepares ad-hoc reporting.- Assists with identifying performance opportunities across marketing initiatives. - Assists in structuring of presentations for budget meetings and operational reviews.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. - Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
Job ID
2021-79117
Position Type
Regular Full-Time
Category
Marketing & Entertainment
Casino Property
L'auberge Casino Resort Lake Charles
Job Locations US-KS-Kansas City
  - 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.
Job ID
2021-78818
Position Type
Regular Part-Time
Category
Marketing & Entertainment
Casino Property
Hollywood Casino at Kansas Speedway
Job Locations US-OH-Toledo
- Provides assistance in the following areas; Advertising, Casino Marketing, Special Events, Entertainment and Promotions - Helps with organization and implementation of all promotions, entertainment and special events. - Reviews upcoming events and activities to keep guests informed - Helps to keep the casino floor updated with current advertising and other forms of information - Able to promptly and accurately follow instructions given by Supervisor or Manager - Responsible for establishing an excellent rapport with guests - Apply positive communication and apply excellent interpersonal skill with our guests - Assist with other duties as assigned
Job ID
2021-81683
Position Type
Regular Part-Time
Category
Marketing & Entertainment
Casino Property
Hollywood Casino at Toledo
Job Locations US-MO-Riverside
Essential Duties And Responsibilities The 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. - Other duties as assigned.
Job ID
2021-80884
Position Type
Regular Part-Time
Category
Marketing & Entertainment
Casino Property
Argosy Casino Hotel & Spa Riverside
Job Locations US-IL-Joliet
- Provides 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. - Promotes the Player’s Club program by recruiting, enrolling, and educating guests on how to use the players card whereby supporting the operation of the program. Additionally, conducts in-bound and out-bound calling, providing quality service and effective selling through the use of a telecommunications database and telephonic system. - Expediently handles guest concerns, inquiries, and requests. - Performs 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.- 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 team members. - Understands and adheres to all property and departmental standards, policies, and procedures.- Must be knowledgeable in all Marketing Services areas.- Consistently performs duties in compliance with all departmental service standards, department-specific policies and procedures, and policies set forth within the property Employee Guidance Manual.- Receives in-bound calls and dispatches or handles appropriately.- Performs out-bound calling efforts as scheduled and prioritized by the supervisor or ETS system.- Performs basic functions, data input, and acquires information from the following: CDS, LMS, and PBX.- Achieves established levels of activity and meets objectives for number and length of calls attempted, calls completed, sales results, abandoned calls, up-selling, and the accuracy and completeness of data input.- Maintains detailed awareness regarding current and upcoming property events, promotions, entertainment, packages, Club benefits, food specials, and other offers for information dissemination and up-selling.- Handles reservation requests for invitational events, hotel, and concerts.- Utilizes event manifests, RSVP spreadsheets, and fact sheets as needed to fulfill Call Center initiatives.- Provides regular updates on reservation status and response summaries.- Directly handles guest issues and concerns, determining alternate solutions and resources in order to resolve issues.- Works in harmony with supervisor and other department personnel to escalate the handling of guest issues as needed to remedy guest dissatisfaction.- Delivers phone scripts in a compelling and confident manner, effectively offers tool box amenities, and establishes follow up action when executing outbound calls.- Carries out several simultaneous tasks: takes rapid-arriving incoming calls in succession, provides courteous, personalized, and professional service, and immediately and accurately enters and assesses data across multiple systems and programs.- Consistently follows the processes and procedures outlines for handling calls including up-selling, personalization, standardization, and quality control measures.- Performs a variety of record keeping, filing, indexing, and other general administrative functions.- Operates a variety of communication equipment.- Remains patient and friendly at all times, communicating clearly, succinctly, and with utmost enthusiasm.- Consistently performs critical guest engagement behaviors during every phone transaction.- Responsible for establishing new accounts for players, maintenance of database files, and redemption of Direct Mail offers.- Responsible for offering and issuing casino complimentaries.- Issues promotional amenities while maintaining accurate records and inventory controls.- Assists in execution of special promotional events, player parties, drawings, and duties as deemed necessary.- Demonstrates 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.- Implements all property Customer Service requirements and any additional guest satisfaction skill requirements outlined by the department.- Creates fun for guests appropriate to a casino environment.- Maintains open communication with Marketing Services Supervisors and Department Manager.- 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.
Job ID
2021-83580
Position Type
Regular Part-Time
Category
Marketing & Entertainment
Casino Property
Hollywood Casino Joliet
Job Locations US-PA-Philadelphia
- Assist with the strategy, development, build, and maintenance of paid media campaigns for both online sportsbook and online casino products - Hands-on-keyboard support of paid media efforts across multiple platforms to possibly include Google, Apple, Facebook, Twitter, Programmatic DSPs- Assist with creative requests, ad copy generation, and creative sharing with media vendors- Frequently analyze and optimize the performance of paid media campaigns to find insights and learnings that will continually improve performance- Continual focus on developments and changes across the media industry to sharpen acquisition campaigns; looking within the gaming industry and outside of the industry for inspiration - Collaborate at both micro & macro campaign/promotion levels with CRM, analytics, creative, product, and customer services organizations- Ensures all media buys are in line with State regulatory requirements- Execute in an intense, fast-paced, and highly iterative environment
Job ID
2021-82851
Position Type
Regular Full-Time
Category
Marketing & Entertainment
Casino Property
Penn Interactive Ventures - Philadelphia
Job Locations US-PA-Philadelphia
- Assist with the strategy, development, build, and maintenance of paid media campaigns for both online sportsbook and online casino products - Hands-on-keyboard support of paid media efforts across multiple platforms to possibly include Google, Apple, Facebook, Twitter, Programmatic DSPs- Assist with creative requests, ad copy generation, and creative sharing with media vendors- Frequently analyze and optimize the performance of paid media campaigns to find insights and learnings that will continually improve performance- Continual focus on developments and changes across the media industry to sharpen acquisition campaigns; looking within the gaming industry and outside of the industry for inspiration - Collaborate at both micro & macro campaign/promotion levels with CRM, analytics, creative, product, and customer services organizations- Ensures all media buys are in line with State regulatory requirements- Execute in an intense, fast-paced, and highly iterative environment
Job ID
2021-82850
Position Type
Regular Full-Time
Category
Marketing & Entertainment
Casino Property
Penn Interactive Ventures - Philadelphia
Job Locations US-OH-Toledo
.ESSENTIAL DUTIES AND RESPONSIBILITIESThe following and other duties may be assigned as necessary: - 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.
Job ID
2021-80895
Position Type
Regular Full-Time
Category
Marketing & Entertainment
Casino Property
Hollywood Casino at Toledo
Job Locations US-MO-St. Louis
•    Ensures the proper administration, coordination, and communication of reserved ticket blocks to maximize ticket sales and customer satisfaction.•    Issues stay over tickets in accordance with procedures.•    Completes all transactions in a timely manner with attentiveness to customer service.•    Issues new and replacement Player cards to guests.•    Establishes new and replacement Cashless, Promotional and Bonusing Accounts for guests.·         Issues and redeems complimentary vouchers based on tracked play and internal comping guidelines. (No redemption for cash, only merchandise)·         Responsible for taking turnstile meter readings.·         Redeems promotional giveaway mailings, vouchers, certificates and issues the awards/prizes/cash/gift for giveaways.
Job ID
2021-82783
Position Type
Regular Full-Time
Category
Marketing & Entertainment
Casino Property
Hollywood Casino St. Louis
Job Locations US-PA-Philadelphia | US-NV-Las Vegas
- Develops the product vision to create an unrivaled customer experience on all Penn digital products.- Responsible for the overall product development process.- Develops and coordinates internal digital marketing launch plans between Marketing and IT.- Responsible for gathering product requirements. Partners with IT to define the product and stakeholders.- Pioneers user experience within Company’s products.- Authors and develops user stories. - Responsible for ongoing testing, analysis and optimization of digital distribution channels to drive higher performance, including but not limited to feature tests or assessing feedback from digital strategy.- Develops marketing requirements/backlog for app and website enhancements. - Develops and manages marketing requirements/backlog for marketing tools for the following:- Advertising studio- Digital analytics - Partners with internal stakeholders to build requirements to implement comprehensive hotel revenue pixel tracking.- Manages business requirements for future iterative app development. Makes improvements as needed.- 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 ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Director.- Maintains strict confidentiality in all departmental and company matters
Job ID
2020-76768
Position Type
Regular Full-Time
Category
Marketing & Entertainment
Casino Property
Penn Interactive Ventures - Philadelphia
Job Locations US-OH-Youngstown
- Assists in resolving guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.- Develops relationship with players to grow customer base and increase Company revenues by assuring customer retention and repeat business. - Attracts and manages customers through weekly telemarketing and in person contact on the gaming floor. Exercises discretion to provide guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.- Proactively seeks out new business on gaming floor, introducing the benefits of and soliciting enrollment for the Rewards program. - Highly knowledgeable of credit procedures, if applicable. Encourages the use of credit and may extend lines of credit when appropriate and permissible by state regulatory law.- Devotes significant time being visible and available on the gaming floor in order to meet and greet guests during individual visits as well during special events. - Resolves guest opportunities, conflicts, and complaints on behalf of the Company in a fair and equitable manner.- Makes decisions regarding valuable complimentaries based on a consideration of recorded play, earned points, comp availability and customer profitability.- Utilizes telemarketing, correspondence, referrals, email and events to solicit and grow existing business.- Achieves departmental sales and growth goals.- Develops in-house invitation lists for special events and other significant hosting events.- 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 hosts.- 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 variety levels of 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 at special events as needed.- Provides professional representation on behalf of the Company 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.
Job ID
2021-78267
Position Type
Regular Full-Time
Category
Marketing & Entertainment
Casino Property
Hollywood Gaming at Mahoning Valley Race Course
Job Locations US-MS-Vicksburg
ESSENTIAL DUTIES AND RESPONSIBILITIESThe following and other duties may be assigned as necessary:- Responsible for monitoring and upkeep of the property Facebook, Instagram, Twitter pages. - Develops and executes against a paid social media content calendar. - Maintains daily assigned workflow and follows through with execution of organic social media. - Develops social media strategy for property and partners with all outlets on property to ensure strategy aligns with property mission.- Monitors and responds to online reviews/reputation management for the property.- Monitors, responds, and administrates the electronic guest survey program for the property. - Creates copy and imagery for organic social posts.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. - Conducts social media and internet research activities for the property marketing team as applicable. Makes market recommendations according to research results.- Partners with the Corporate Design Studio as needed for access to professional photo shoot assets and rights usage.- Partners with the property marketing team to submit requests for paid social media advertising through InMotion.- Provides organic social media analytics reporting as needed. Makes changes to organic, social strategy as needed.- Adheres to all deadlines in accordance to content calendar and all other assignments. - 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.
Job ID
2021-83841
Position Type
Regular Full-Time
Category
Marketing & Entertainment
Casino Property
Ameristar Casino Hotel Vicksburg
Job Locations US-LA-Baton Rouge
- Provides personalized service and uses guest name - Resolves service problems according to guidelines - Serves as ambassador of goodwill while working and at customer and public relations functions; appears in publicity photos Promotes casino events and programs - Monitors guest consumption of alcohol and intervenes as needed according to guidelines - Takes drink orders, communicates with bartender, assists in the preparation of drinks and presents drinks to guests - Works well with others, especially beverage servers, bartenders, barbacks, beverage supervisor, and slots supervisor
Job ID
2021-81997
Position Type
On-Call
Category
Marketing & Entertainment
Casino Property
L' Auberge Casino Hotel Baton Rouge
Job Locations US-LA-Baton Rouge
*This role is pending regulatory approval.- Performs comprehensive analysis of CRM campaign and market research data.  Makes recommendations for improvement and delivers information based upon analysis findings.- Utilizes business intelligence reporting tool and SQL to construct marketing performance analytics as required. - Analyzes customer data, defines actionable segments and creates targeted lifetime value/customer life-cycle engagement campaigns and programs. Makes recommendations for campaigns based upon findings.- Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager. - Partners with the Director to lead the development, execution and management of the CRM strategy. This includes but not limited to the development and execution of omni channel loyalty marketing and CRM initiatives to optimize acquisition, retention, win-back, dynamic personalization and promotional strategies. - Defines combined functionality of new and existing marketing channels.  Develops realistic and executable road maps for successful function. - Prepares analysis for measuring marketing performance across the property including but limited to areas of CRM Marketing, customer loyalty program, promotions, amenity offers, internet/social media engagement.- Serves as a liaison between business units and Project Team in all areas of support and enhancements. - Leads the analysis and business requirement gathering to develop detailed functional requirements for project scopes. - Creates clear, concise, and complete functional specifications and requirements documents.- Collaborates with BI team to test and verify that solutions will be successful.- Maintains current knowledge of emerging CRM (i.e. Salesforce or Tableau), app technologies, and solutions. - Provides training support to end users of business intelligence reporting and CRM tools as needed.- Maintains CRM dashboards. Troubleshoots as needed and escalates issues to Manager.- Performs data mining for campaigns and audits according to established guidelines. Presents information and makes recommendations for improvement. - Develops database queries for counts and lists of records based upon real time analytics. Runs queries and develops detailed reporting upon findings.  Makes recommendations for database improvement.- Prepares ad-hoc reporting.- Identifies performance opportunities across marketing initiatives. Develops and presents recommendations for improvement.- Creates presentations for budget meetings and operational reviews.- Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. - Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.
Job ID
2021-79110
Position Type
Regular Full-Time
Category
Marketing & Entertainment
Casino Property
L' Auberge Casino Hotel Baton Rouge
Job Locations US-NJ-Cherry Hill
Role and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. - Demonstrable experience in consultative relationship building- Demonstrated passion for excellence with respect to treating and caring for players- Ability to maintain a friendly disposition under pressure.  Some players may be frustrated when they contact us- Build and maintain relationships with our highest value player database and cater to their needs immediately- Demonstrate empathy and care with VIPs to ensure that their issues are resolved promptly and thoroughly- Collaborate with the Marketing Team to identify who is a VIP player and who needs expeditated service when requested- In partnership with the CRM team identify unique and creative ways to establish value for high end players- Complete applicable workflows to meet player satisfaction criteria- Perform other duties as assigned
Job ID
2021-83187
Position Type
Regular Full-Time
Category
Marketing & Entertainment
Casino Property
Penn Interactive Ventures - NJ

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