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    Marketing Operations Manager - Danville, United States - Caesars Entertainment

    Caesars Entertainment
    Caesars Entertainment Danville, United States

    3 weeks ago

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    Description
    Job Description

    JOB SUMMARY:

    Lead a specialized team of service professionals in providing an exceptional on-property experience for Caesars very best guests. This role will put you at the helm of all promotions and special events activities, requiring you to own all aspects of the customer service journey while consistently striving to delight our guests and garner loyalty to our product. The ideal candidate for this position will have an innate passion for customer care and an extensive background in delivering outstanding customer service. This person will be self-motivated, extremely organized, and inspiring, and have experience leading, training, and coaching highly collaborative service teams.

    ESSENTIAL JOB FUNCTIONS:
    • Ensures the growth of property marketing performance and programming.
    • Hires, motivates, trains, coaches, mentors, and directs departmental team members who possess the aptitude to provide excitement
    • Responsible for ongoing hiring and performance management for a team of highly talented service professionals.
    • Ensures the team provides efficient guest services, customer satisfaction, and profitability.
    • Responsible for ongoing hiring, coaching, motivation, and development of a team.
    • Acts as a role model providing service excellence, inspiring team through best practices and those of other divisional hospitality leaders.
    • Provides regular feedback and coaching.
    • Conducts annual and mid-year reviews for direct reports using available HR tools, as well as arrival alerts, gaming floor marketing, ad-hoc intercepts, and surveillance when needed.
    • Oversees overall budgets and shift scheduling for the department.
    • Ensures organizational improvements and efficiencies by seeking out best practices and opportunities for innovation.
    • Coordinates Service programs, activities, special events, and databases with general marketing programs and systems.
    • Develops annual business plans for the Service teams that identify revenue potential and describe Service programs that will attain benchmark levels of revenue by key segment.
    • Anticipates and reacts to changes in planning assumptions and alters plans as necessary.
    • Analyses cost and revenue reports for areas of responsibility and recommends actions to be taken.
    • Presents updates to plans and provides appropriate explanations and solutions to variances.
    • Provides regular feedback and coaching as well as annual and mid-year reviews for direct reports using available HR tools.
    • Gathers information from other Marketing managers in the division and company about best practices.
    • Provides current information on all property events, promotions, and marketing offers for up-selling and cross-selling opportunities.
    • Responsible for P&Ls and shift scheduling for the department.
    • Identifies business opportunities and best practices while managing expenses to achieve desired profitability goals.
    • Works closely with other Managers across the property to ensure appropriate coverage and service of the marketing team.
    • Assists the Director of Marketing and other department leaders, as needed.
    EDUCATION/EXPERIENCE:
    • minimum of three (3) to five (5) years of successful management experience is preferred.
    • Three (3) to five (5) years of successful experience in casinos/hotels is preferred.
    • customer service or host experience (luxury brand experience preferred).
    • College degree or equivalent experience preferred.
    • Must be able to obtain a Virginia Gaming License.
    • Excellent interpersonal, communication, problem-solving, leadership, and analytical skills required.
    • Must have a systematic and process-oriented mindset to ensure seamless end-to-end customer experiences.
    • Ability to motivate, coach, and train.
    • Strategic problem-solving skills.
    • Ability to deal with day-to-day operations.
    • Must be a proactive change agent.
    • Should have a track record of success in both taking risks and making prudent business decisions.
    • Must be able to read, write, speak, and understand English.
    PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:
    • Must be able to maneuver in and around the entire casino and hotel area.
    • Must be able to tolerate areas containing secondary smoke.
    • Must be able to converse over the telephone in situations where there is loud and disruptive background noise.
    • Able to handle more than one function at a time by being well organized.
    • Must be able to work long hours any day of the week and be able to stand for long periods (8-10 hours).
    • Must be able to bend, stoop, crouch, kneel, twist, balance, and work at a desk when performing clerical functions.
    • Respond to visual and aural cues.
    • Must be able to respond to visual and aural cues.
    • Must present a well-groomed appearance.
    Disclaimer:
    This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).
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