Specialist Casino Telemarketing

Position Summary

This position is responsible for booking hotel accommodations for Casino Marketing invited players, providing complimentary offers or casino rates, event bookings, maintaining RSVP lists and supporting Casino Marketing initiatives.

Position Responsibilities/Duties

• Strong interpersonal skills including experience building and maintaining relationships with a diverse network of individuals and organizations.
• Contact guests to communicate all events, promotions and campaigns to customers when confirming event booking, hotel or food and beverage reservations.
• Assist with providing and entering reservations to guests, including upselling special offers, upgraded rooms and cross-selling different services throughout the hotel.
• Answer incoming casino marketing calls and respond to voicemails.
• Ability to employ active listening and questioning techniques to facilitate effective telephone communication and sales interactions.
• Handle phone calls efficiently, including transfers, messages, callbacks, holds, interruptions, and accidental disconnects.
• Resolve customer issues calmly and efficiently.
• Maintains a positive attitude when communicating with guests.
• Ability to build a positive rapport with all manner of guests over the phone to create a pleasant experience for the customer and draw them back to our resort for future visits.
• Deploy confirmations to guests outlining special requests upon completion of booking or RSVP with accuracy.
• Maintain RSVP details for campaigns within the Konami Management system and status reports. Ensuring accuracy and integrity of all offers, customer lists and customer records.
• Compile weekly reports and assist in special projects as required by management.
• Identify opportunities to increase volumes for property via enhancements or knowledge base in support of operations strategy.
• Arrange events while following all company and safety standards.
• Welcome guests, address their needs, and provide exceptional customer service.
• Prepare and execute a detailed outline of the event needs.
• Breakdown the event signage and decorations once the event has ended.
• Other duties as assigned.
  
  

Knowledge, Skills, And Abilities

• Ability to communicate effectively in English, in both written and oral forms.
• Ability to communicate effectively with various departments and all levels of management.
• Ability to solve routine problems.
• Time management skills.
• Ability to prioritize a large volume of tasks.
• Strong communication and organization skills.
• Attention to detail.
• Ability to multi-task.
• Self-motivation, enthusiasm and willingness to learn. *
• MINIMUM REQUIREMENTS:
• High School Diploma or equivalent
• At least 2 years of experience in Marketing, Hospitality Operations or Gaming Operations preferred.
• Previous experience working in a similar resort setting.
• Ability to plan, organize, and execute multiple projects with timeliness and accuracy.
• Ability to initiate and complete projects that create competitive advantage for the company.
• Excellent customer service skills.
• Have interpersonal skills to deal effectively with all business contacts.
• Professional appearance and demeanor.
• Work varied shifts, including weekends and holidays.
• Working knowledge in Microsoft Office programs including (Outlook, Word, Excel and Power Point).
• Strong organizational skills.
• Data entry experience.
• Must be able to comprehend all information and documentation.
  
  

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 20 pounds at times.
• Ability to work in an environment that is subject to varying levels of noise, crowds, and smoke.
• Follow all safety procedures as established by the company.
  
  

This job description in no way states or implies that these are the only duties to be performed by the team member in this position. It is not intended to give all the details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Downtown Grand is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act. Downtown Grand will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current team members to discuss potential accommodation with the team member.