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About the Role

The Marketing Shift Manager supervises the daily operations of the Promotions department, overseeing motor coach arrivals, distributing group packages, and handling guest issues. This role involves managing staff, ensuring adherence to company policies, and handling administrative aspects of promotions and bus operations.

Responsibilities

• Supervise the day-to-day operations of the Promotions department.
• Oversee motor coach arrivals and distribute group packages.
• Record guest head counts and handle problems with guests or group leaders.
• Assist staff in issuing guest accounts accurately and professionally.
• Develop, coordinate, and implement aspects and activities of promotions.
• Ensure staff is knowledgeable and follows company internal controls, policies, and procedures.
• Directly supervise all departmental employees, including training and evaluation.
• Communicate effectively with patrons and other departments professionally.
• Assist with day-to-day operations of marketing booths and promotions/events.
• Ensure incentive packages, coupons, and controlled forms are accurately counted, issued, and reconciled daily.
• Manage all bus and promotional paperwork and ensure correct reconciliation.
• Maintain assigned files and record keeping, ensuring accuracy and integrity of database information.
• Organize and run current promotional events.
• Oversee and implement all phases of busses arriving at the property.
• Perform assigned duties under frequent time pressure in an interruptive environment.
• Assist with direct mailing, including updating customer account information and questions.
• Interact with all casino-related departments to coordinate group activities.
• Liaise with internal auditors to communicate information and resolve problems.
• Write routine reports and correspondence.
• Prepare purchase orders, invoices, and order office supplies.
• Issue timely performance evaluations on subordinates and offer guidelines and resources.
• Relay Player Club card uses and benefits to each guest and describe current/upcoming promotions.
• Make public announcements as required.
• Supervise Players Club Representatives and Guest Service Ambassadors, including interviewing, hiring, training, and ensuring compliance.
• Handle all telephone communication in a professional manner.
• Ensure all coupons are accurately counted and in accordance with Seneca Gaming Authority and Income Audit department.
• Educate and train Players Club Representatives and Guest Service Ambassadors in customer service and policies/procedures.
• Present a positive image of the Casino to guests and vendors and assist them as required.
• Participate in and promote the development of a Customer Service Training program.
• Track information and complete reports as needed/required.
• Maintain the strictest confidence of any and all confidential information.
• Maintain regular inventory of promotion items.
• Maintain a current understanding of all policy and guidelines regarding information security.
• Provide exceptional customer service to all patrons and communicate in a pleasant, friendly, and professional manner.
• Maintain a professional work environment with supervisors, managers, and staff.
• Meet attendance guidelines and adhere to regulatory, departmental, and company policies.
• Complete all required SGC Training programs within nine months of employment.
• Attend all necessary meetings.

Requirements

• Must be 18 years of age or older upon employment.
• High school diploma or its equivalency required.
• Three years of previous customer service experience required.
• Management / Leadership Proficiency required.
• Accounting & computer competency.
• Must possess excellent communication skills.
• Ability to write routine correspondence and to speak effectively to the public, employees, and customers.
• Ability to deal effectively and interact well with customers and employees.
• Ability to resolve problems/conflicts in a diplomatic and tactful manner.
• Must be able to stand for extended periods of time (up to eight hours minimum), walk, and move through all areas of the casino.
• Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment.
• Must be able to work in an environment where smoking is permitted.
• Must maintain the strictest confidence of any and all confidential information.
• Must complete all required SGC Training programs within nine (9) months from commencement of employment.
• Hours are determined by a 24-hour schedule.

Skills

• High attention to detail
• Oral communication skills
• Phone communication skills
• Strong customer service orientation
• Excellent communication skills
• Ability to write routine correspondence
• Ability to speak effectively to the public, employees and customers
• Ability to deal effectively and interact well with the customers and employees
• Ability to resolve problems/conflicts in a diplomatic and tactful manner
• Management / Leadership Proficiency

Location

• Casino environment

Work Type

• Full-time

Experience Level

• Supervisory experience preferred
• Three (3) years previous customer service experience required

Education Level

• High school diploma or its equivalency required

Salary/Compensations

• $43,344.65
• Compensation is negotiable based on experience and education.

About the Company

• All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives.
• Seneca Gaming Corporation Acceptable Use Policy.