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Horseshoe Casino Marketing Coordinator

SUMMARY: Promote guest relations which include, but are not limited to, assisting Hosts with guest information.
Teamwork and Values
Teamwork: Collaborates with workgroup and all support departments to ensure player satisfaction. Communicates all relevant information to co-workers and management to maintain consistency and avoid potential problems. Works with team members to achieve common goals
Confidentiality/Integrity: Maintains high standards of courtesy, professionalism and discretion in all communications to, about, or with customers including their arrangements and finances. Maintains confidentiality of all player account information
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Consistently deliver exemplary customer service
Establish and maintain the goodwill of players based on personal knowledge of individual
Follow Casino Marketing Comp Guidelines, Processes and Procedures
Casino Host Desk:
Coordinate with Host/Executive for all guest needs or requests.
Ensure fulfillment for all requests through constant communication and consistent follow-up with all support departments (i.e. restaurants, limo, etc.).
Inform new prospects about benefits of Total Rewards Program
Make reservations for guests and hosts as requested
Reservations may include but are not limited to: shows, golf, dinner, etc.
Work closely with Room Service to ensure guest amenities are prepared and arranged accordingly as requested by Host/Executive or guest.
Keep abreast of current events pertaining to TU3 and the city of Memphis.
Work in different areas of VIP Services as requested by Marketing Management
Diamond Lounge:
Greet all Diamond Lounge guests/exceptions explaining the services provided by the Diamond Lounge.
Converse with guests about the quality of service they receive at each property and track all comments on spreadsheet.
Maintain the proper criteria for guests who are entitled to use the Diamond Lounge.
Verify guest passes and keep accurate records on the log sheets.
Answer phones and assist guests with questions.
Provide concierge services as requested.
Maintain the cleanliness of the Diamond Lounge.
Utilize WiNet, LMS, CMS, and EMS systems to extract data for required information.
Utilize player-rating system for comp worth determination.
Support and maintain Horseshoe courtesy guidelines at all times.
Promote outstanding guest relations.
Perform other duties as assigned.
ADDITIONAL DUTIES / JOB DIMENSIONS: Attendance, which may be modified by the Horseshoe from time to time, is an essential function of the job and is required to successfully perform in this position. Employees with irregular attendance will be subject to Horseshoe disciplinary action procedures up to and including termination of employment.
Due to the cyclical nature of the hospitality / entertainment industry, employees may be required to work varying schedules to reflect business needs of the property.
Upon employment, all employees are required to fully comply with Horseshoe policies and procedures for the safe and efficient operation of company facilities. Employees who violate company policies and procedures are subject to disciplinary action up to and including termination of employment.
QUALIFICATION REQUIREMENTS: 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 to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
High School Diploma/GED
Telemarketing and Sales experience preferred
Computer literacy and ability Good communication skills including the ability to successfully communicate in person and over the phone
Knowledge of cross property marketing
LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedures manuals. Ability to speak effectively before groups of customers or employees
REASONING ABILITY: Must 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 and resolve to the satisfaction of both the customer and the company
OTHER SKILLS AND ABILITIES: Ability to perform effectively with a minimum of supervision.
Ability to work as a team player
Ability to obtain the appropriate work authorization per gaming regulations required
Ability to work in a drug free environment and pass a chemical dependence test
Strong organizational skills
Ability to quickly and accurately multi-task under stressful situations while maintaining composure
WORK ENVIRONMENT: The 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.
Employee is frequently exposed to cigarette/cigar smoke. The noise level in the work environment is usually moderate.
I hereby acknowledge that I have read and understand this job description. I understand that I must be able to perform the listed duties and responsibilities with the designated level of knowledge, skill, and ability and in a satisfactory manner. I further certify that I can perform these duties and responsibilities within the described environment.
SUMMARY: Promote guest relations which include, but are not limited to, assisting Hosts with guest information.
Teamwork and Values
Teamwork: Collaborates with workgroup and all support departments to ensure player satisfaction. Communicates all relevant information to co-workers and management to maintain consistency and avoid potential problems. Works with team members to achieve common goals
Confidentiality/Integrity: Maintains high standards of courtesy, professionalism and discretion in all communications to, about, or with customers including their arrangements and finances. Maintains confidentiality of all player account information
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Consistently deliver exemplary customer service
Establish and maintain the goodwill of players based on personal knowledge of individual
Follow Casino Marketing Comp Guidelines, Processes and Procedures
Casino Host Desk:
Coordinate with Host/Executive for all guest needs or requests.
Ensure fulfillment for all requests through constant communication and consistent follow-up with all support departments (i.e. restaurants, limo, etc.).
Inform new prospects about benefits of Total Rewards Program
Make reservations for guests and hosts as requested
Reservations may include but are not limited to: shows, golf, dinner, etc.
Work closely with Room Service to ensure guest amenities are prepared and arranged accordingly as requested by Host/Executive or guest.
Keep abreast of current events pertaining to TU3 and the city of Memphis.
Work in different areas of VIP Services as requested by Marketing Management
Diamond Lounge:
Greet all Diamond Lounge guests/exceptions explaining the services provided by the Diamond Lounge.
Converse with guests about the quality of service they receive at each property and track all comments on spreadsheet.
Maintain the proper criteria for guests who are entitled to use the Diamond Lounge.
Verify guest passes and keep accurate records on the log sheets.
Answer phones and assist guests with questions.
Provide concierge services as requested.
Maintain the cleanliness of the Diamond Lounge.
Utilize WiNet, LMS, CMS, and EMS systems to extract data for required information.
Utilize player-rating system for comp worth determination.
Support and maintain Horseshoe courtesy guidelines at all times.
Promote outstanding guest relations.
Perform other duties as assigned.
ADDITIONAL DUTIES / JOB DIMENSIONS: Attendance, which may be modified by the Horseshoe from time to time, is an essential function of the job and is required to successfully perform in this position. Employees with irregular attendance will be subject to Horseshoe disciplinary action procedures up to and including termination of employment.
Due to the cyclical nature of the hospitality / entertainment industry, employees may be required to work varying schedules to reflect business needs of the property.
Upon employment, all employees are required to fully comply with Horseshoe policies and procedures for the safe and efficient operation of company facilities. Employees who violate company policies and procedures are subject to disciplinary action up to and including termination of employment.
QUALIFICATION REQUIREMENTS: 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 to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
High School Diploma/GED
Telemarketing and Sales experience preferred
Computer literacy and ability Good communication skills including the ability to successfully communicate in person and over the phone
Knowledge of cross property marketing
LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedures manuals. Ability to speak effectively before groups of customers or employees
REASONING ABILITY: Must 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 and resolve to the satisfaction of both the customer and the company
OTHER SKILLS AND ABILITIES: Ability to perform effectively with a minimum of supervision.
Ability to work as a team player
Ability to obtain the appropriate work authorization per gaming regulations required
Ability to work in a drug free environment and pass a chemical dependence test
Strong organizational skills
Ability to quickly and accurately multi-task under stressful situations while maintaining composure
WORK ENVIRONMENT: The 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.
Employee is frequently exposed to cigarette/cigar smoke. The noise level in the work environment is usually moderate.
I hereby acknowledge that I have read and understand this job description. I understand that I must be able to perform the listed duties and responsibilities with the designated level of knowledge, skill, and ability and in a satisfactory manner. I further certify that I can perform these duties and responsibilities within the described environment.



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