specialist - player communications - Gary, United States - Hard Rock Hotel and Casino

Description

Overview

POSITION SUMMARY:

Under the direction of the Director of Player Development, the Player Communications Specialist uses sales and marketing techniques to build customer loyalty, increase visitation, and generate gaming revenue. The incumbent will actively market to customers through outbound telephone & email communication. Administrative, customer service, sales and systems expertise will be vital in all inner workings of this role.

Responsibilities

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Actively participate in telephone solicitation by executing outbound sales calls to a specified customer group.
• Demonstrate a thorough understanding of Hard Rock Northern Indiana's offerings and clearly communicate available marketing offers.
• Personalize customer interactions to build rapport and brand loyalty.
• Accurately process customer reservations and provide timely responses to inquiries.
• Assist Player Development Hosts & Marketing to ensure a quality guest experience.
• Take ownership of guest requests and seek assistance if outside the scope of position.
• Must be knowledgeable and provide answers to guests' questions including, but not limited to, special events on and off property, restaurant information and Hard Rock's portfolio of properties.
• Proactively communicate guest feedback with management.
• Utilize CMP system to perform guest transactions and administrative functions as needed.
• Demonstrate a willingness to teach, mentor, train and share information with the team.
• Meet pre-determined productivity, quality, and sales targets.

NON-ESSENTIAL JOB FUNCTIONS

• Attend seminars when needed .

Qualifications

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

• Must obtain and maintain all licenses / certifications per Federal, State, and Indiana Gaming Commission.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must have exceptional guest service skills
• Must have the ability to resolve problems and handle stressful situations
• Must be able to make sound decisions
• Must be ambitious, driven to succeed and possess a passion for the business
• Must be twenty-one (21) years of age.

KNOWLEDGE OF:

• Procedures, methods, and equipment including computers and applicable software applications such as Microsoft Word, Outlook and Excel.

ABILITY TO:

• Execute sales & marketing strategy as directed by Player Development leadership.
• Complete a high volume of outbound sales-oriented telephone calls for an extended period.
• Demonstrate strong organizational and time management skills.
• Communicate clearly and concisely, both orally and in writing.
• Make decisions in the best interest of Hard Rock while positively impacting customer visitation and experience.
• Establish and maintain effective working relationships.
• Present an image of excitement and enthusiasm for the Hard Rock brand.
• Work in a fast-paced, busy, and stressful environment.
• Operate various types of office equipment..
• Be flexible to work varying shifts and time schedules as needed.
• Work at a desk for much of the day in a seated position.
• Work flexible schedules, including nights, weekends, and holidays.
• Comply with state regulations.

Additional Details

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of team members assigned to this job. The Team Member understands that employment with the Company is at-will and that no express and/or implied contract of employment exists unless it is in writing and signed by the Department Head. The Team Member further understands that conditions may require the Company to modify this Job Description and that the Company reserves the right to exercise its discretion to make such changes.