Ability to pass a background check for Delaware State Lottery
Strong organizational, verbal, and written communication skills
Excellent leadership and interpersonal skills
Knowledge of MS Office, Casino Marketplace, and PKMS preferred
Ability to maintain confidentiality of sensitive information
Responsibilities
Manage payroll, hiring, training, and scheduling of staff in various departments
Ensure service excellence and compliance with regulations
Act as a role model, coaching team members and setting clear expectations
Handle guest complaints with professionalism and tact
Collaborate on guest satisfaction surveys to enhance overall experience
Develop and implement employee service programs that promote engagement
Oversee Player Rewards Store and Gift Shop operations
Benefits
Opportunity for professional growth within a dynamic environment
Exposure to high-level operational management in a casino setting
Engagement in enhancing guest experiences through direct feedback
Collaboration with senior management in marketing initiatives
Flexible scheduling accommodating nights and weekends
Involvement in unique promotions and events to boost guest satisfaction
Full Job Description
JOB RESPONSIBILITIES:
Oversee Player's Club, Platinum Services, Player Development & Promotions & Special Events staff and the gift shop.
Responsible for providing the execution of service excellence.
Acts as a role model and coaches while developing team members using a consistent, approachable demeanor and clearly articulating expectations.
Ensures adherence to department & company procedures and compliance with Delaware Lottery Rules and Regulations, and other regulations as required.
Development of all Managers, Executive Hosts, Supervisors and Representatives to meet the standards and expectations of company mandated service standards.
In conjunction with the Vice President of Marketing, consistently updates and analyzes guest satisfaction surveys to identify ways to enhance the overall guest experience.
Address and resolve all guest issues with tact and care in accordance with department policies, procedures and recommendations.
Develop and implement employee-based service programs that generate fun and anticipation for front line team members to drive strong email capture and better guest satisfaction survey scores.
Maintain professionalism and confidentiality at all times when working with other team members and guests.
Communicate (both written and verbal) with all related departments regarding special events, promotions and marketing calendar programming.
Assists staff at all events, promotions, drawings and tournaments.
Execution and maintenance of the Executive Host incentive plan in conjunction with Planning & Analysis and Vice President of Marketing.
Adheres to the approved Marketing budget at all times and assists in the pre and post analysis for events, promotions, drawings and tournaments.
Performs all other duties as assigned.
JOB REQUIREMENTS:
College Degree required
A minimum of five (5) years of related Casino Marketing experience required
Must be able to successfully complete the background check and licensing process, required by the Delaware State Lottery.
Strong organizational, verbal and written communication skills required.
Must possess strong leadership, interpersonal and customer relations skills.
Knowledge of MS Office, Casino Marketplace and PKMS preferred.
Ability to work directly supervised, independently with minimal supervision and collaboratively in groups.
Maintains confidentiality with regards to employee concerns and sensitive department information.
Must be able to work a flexible schedule according to business needs, including nights, weekends and holidays.
Ability to consistently comprehend, retain, and/or execute written, verbal and/or demonstrated directions, explanations and guidance.
Must be able to lift, pull, or push up to fifty (50) lbs. without difficulty.
