CASINO HOTEL SVCS ASST MANAGER

Responsibilities

• Performs and assists in maintaining excellent customer service utilizing the departmental training standards and Job Specific standards in all interactions with customers, employees and other departments.
• Facilitates all incoming e-mails, phone calls and other tasks from our Executive offices, Player Development, Group Sales Department and Poker Stars.
• Assists in Junket Marketing Administrative Duties, handles all aspects of Junket needs in absence of Junket Specialist.
• Responsible for implementing and maintaining department goals, to include auditing levels on a weekly basis.
• Coaches, counsels and delegates with direction to new and existing representatives to insure service and productivity standards are met.
• Oversees the proper coordination of all customer information in regards to accommodations, entertainment, dining, & transportation for complimentary or cash reservations.
• Orchestrates and evaluates all aspects of LMS and ACSC system training.
• Ensures company and departmental standards are being maintained by department. This includes, but is not limited to:
  • Departmental Customer Service Standards. 
  • Complimentary Criteria Guidelines
  • Calls Answered vs. Conversion volume by representative
  • Data Entry volume
  • Cross-selling and up-selling technique
• Facilitates departmental reviews for both Casino Services and PBX
• Maintain daily reports and communication for hotel occupancy and room status.
• Verbal and written communication to staff and interacting departments.
• Recommendations and suggestions to management for the enhancement of the operation and cost saving results.
  • This position issues comps but does not comp to the level which requires a casino key employee license as required in 19:41-1.1(b)5 and 19:45-1.9b.
• Promotes positive and professional public relations within the office and in interactions with other departments, management, and customers.
• Performs other duties as assigned.

Qualifications

• College degree (may substitute additional experience for degree).
• Minimum of two (2) years of Casino Marketing experience.
• Minimum of one (1) year call center experience.
• Strong supervisory and management leadership, organizational, and customer service skills.
• Strong decision making, planning, and ability to reprioritize with a sense of urgency
• Strong administrative and communication skills.
• Dependable and flexible to work various shifts and hours
• Ability to manage and lead through change.
• Strong coaching and counseling skills.
• Ability to coach staff to up-sell and cross-sell

Essential Functions

** All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations.

ESSENTIAL PHYSICAL FUNCTIONS

(O) Standing

(O) Walking

(C) Sitting

(N) Kneeling

(N) Running

(N) Lifting                                                                                  Max Weight: n/a      

(N) Pushing                                                                               Max Weight: n/a    

(N) Pulling                                                                                 Max Weight: n/a    

(N) Carrying                                                                              Max Weight: n/a      

(N) Bending

(N) Stooping

(O) Climbing Stairs

(N) Climbing Ladders                                                               Max Height: n/a

(N) Working at a Height Level Above The Floor                       Max Height: n/a

(C) Finger Dexterity

(C) Full Use of Both Hands

(N) Crawling

(N) Balancing

(N) Throwing

(N) Twisting

(N) Reaching                                                                          Max Height: n/a

(N) Driving

(N) Working On or With Moving Machinery

(N) Working at Rapid Work Speed

(N) Working in Isolation

(C) Working Around People

(C) Hearing Conversation

(C) Hearing High Acuity

(C) Speaking Clearly

(C) Seeing Near

(C) Seeing Far

(N) Seeing – Depth Perception

(N) Seeing - Color Vision

ESSENTIAL MENTAL FUNCTIONS

(C) Writing English

(C) Reading English

(C) Speaking English

(C) Working under Pressure/Stress

(C) Speaking With Guests/Customers

(C) Speaking With Employees

(C) Working with Basic Math Skills

(C) Making Decisions Based On Facts

(C) Making Decisions Based On Data

(C) Making Decisions Based On Personal Judgment

(C) Making Accurate Measurements According To Set Standards

(C) Planning and/or Supervising the Activities Others

ESSENTIAL INTERACTIVE FUNCTIONS

(C) Working under Close Supervision

(C) Working under Minimal Supervision

(C) Working and Interacting With Management in a Professional and Courteous Manner

(C) Working and Interacting With Co-Workers in a Professional and Courteous Manner

(C) Working and Interacting With Guests in a Professional and Courteous Manner

ESSENTIAL ENVIRONMENT FUNCTIONS

(C) Working Inside

(N) Working Outside

(C) Working in a Fast Paced Environment

(N) Exposed To Chemicals Describe:

(N) Exposed To Dust, Fumes, Gases, Describe:

(N) Exposed To Smoke

(N) Exposed To Excessive Noise

(N) Working in Dimly Lit Areas

(N) Working in Sudden Marked Changes of Temperature and Humidity

Key

Not Applicable          (N)

Occasional                (O) Under 2 hours

Frequent                    (F) 2 hours to 5 hours

Constant                    (C) more than 5 hours