Lead Player Services Rep - Full-Time


Hollywood Casino Joliet

Hollywood Casino Joliet

<h3>COME JOIN THE FUN AT</h3> <span style="font-size: 40px;">HOLLYWOOD CASINO JOLIET</span> <h5>A PENN ENTERTAINMENT PROPERTY</h5>

keywords: summary,management,assist,compliance,operations,culture,education,experience,skills,knowledge,schedule

Regular Full-Time

$16.00 per hour

Overview: We&rsquo;re always looking for talent that believes in having fun. At PENN Entertainment, you&rsquo;ll get to be a part of an exciting industry, where the days and nights are fast paced. You&rsquo;ll work with an incredibly diverse set of co-workers driven by their enthusiasm for helping people find and have more fun. You&rsquo;ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities. <br /> <br />Click&nbsp;<a href="https://www.pennentertainment.com/careers/life-at-penn" target="_blank" rel="noopener noreferrer"><u>HERE</u></a>&nbsp;to learn more about our Day 1 Benefits, 401k Program, Company Perks, Career Opportunities, Advancement Programs, Scholarships and more!
Responsibilities: <ul> <li>Oversees the operations of the Player Services area, including supervision of Player Services Representative staff in the absence of a Marketing Services Supervisor, ensuring accuracy and integrity of database information and maintaining the highest level of guest service for casino players.</li> <li>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.</li> <li>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.</li> <li>Assists Marketing Services Supervisors and Marketing department with daily operations.</li> <li>Ensures compliance with and has a strong understanding of the internal Control Systems (iCS) and the Minimum internal Control Standards (MiCS), as relevant to the Marketing department.</li> <li>Exhibits role model behavior for all Marketing Services Representatives.</li> <li>Oversees and ensures effective, efficient operation of the Player Services program.</li> <li>Performs opening and closing duties.</li> <li>Assists with staff direction, monitors breaks, and ensures departmental policies and procedures are being adhered to.</li> <li>Provides guidance on player tracking system and departmental policies to Marketing Services Representatives.</li> <li>Responsible for establishing new accounts for players, maintenance of database files, redemption of Direct Mail offers, and authorizing necessary overrides.</li> <li>Responsible for offering and issuing casino complimentary.</li> <li>issues promotional amenities while maintaining accurate records and monitoring inventory controls.</li> <li>Assists in execution of special promotional events, player parties, drawings, and duties as deemed necessary.</li> <li>Updates accounts with information changes and obtains missing information on player accounts.</li> <li>Assists in the organization and implementation of special events/promotions within the Marketing department.</li> <li>Answers questions about Club Hollywood program and gaming.</li> <li>Enrolls guests in point promotions, adjusts points accordingly, and redeems Direct Mail offers.</li> <li>Demonstrates knowledge of all property promotions and amenities including food outlet options, hours of operation.</li> <li>Is forward thinking, plans appropriately, and meets all deadlines.</li> <li>Maintains open communication with Marketing Services Supervisors and Department Manager.</li> <li>Duties and responsibilities may be changed, expanded, reduced, or deleted by management to meet the needs of the Marketing department and Hollywood Casino Joliet.</li> </ul>
Requirements: <ul> <li>High School Diploma or GED equivalent and 2+ years of related experience required.</li> <li>Guest/customer service experience.&nbsp; Knowledge of Marketing Services areas a plus.</li> <li>Prior team leader experience preferred but not required.</li> <li>Must understand and speak the English language.</li> <li>Accurate data entry skills required.</li> <li>Must display the ability to be a team player and interface with other departments to develop key relations to ensure maximum efficiency in completing job tasks.</li> <li>Must take accountability for their own performance and growth.</li> <li>Ability to prioritize, organize, and complete multiple tasks.</li> <li>Strong communication skills required; able to adjust communication style based on unique customer/employee interactions and needs.</li> <li>Ability to be flexible with schedule. - Ability to work the following schedule:&nbsp;Sunday, 11:45a-8:15p, Off Monday &amp; Tuesday, Wed &amp; Thursday 11:45a-8:15p, Friday &amp; Saturday 2:30p-11p&nbsp;</li> </ul>