Description

Position Overview:

The Director of Marketing Operations is responsible for the directing, planning, operation and execution of Player Club Card Services , Promotions, as well as Bus Sales while ensuring superior service to all guests and patrons of the Hotel/Casino. All duties are to be performed within the guidelines of the Mount Airy Casino Resort policies and procedures, Internal Control standards and Pennsylvania Gaming Control Board regulations.

Essential Job Functions:

• Assists the staff as necessary to facilitate the handling of guest interactions efficiently and professionally.
• Ability to issue guest complimentaries in accordance with the approved comp matrix including discretionary gaming/e-bonus.
• Develops strategies to improve customer service, drive store sales and increase profitability.
• Promotes positive guest, employee and public relations at all times.
• Responsible for the quality, consistency and presentation of all services delivered to guests.
• Ensures customer needs are met, complaints are resolved, and service is quick and efficient.
• Ensures all products and displays are merchandised effectively to maximize sales and profitability.
• Develops implements and enforces departmental policies, procedures and standards, including complimentary criteria guidelines.
• Assists the Executive Director of Casino Marketing in the preparation of budgets and/or forecasts and business plans.
• Adjusts sales goals and procedures as appropriate for the store based on goals set by the Executive Director of Casino Marketing.
• Assist in creating marketing efforts to accomplish the department goals. Primary marketing efforts include mass market promotions, special events and gate show type events. Also responsible for media relations, community relations and retailer productivity.
• Researches and develops pricing policies and recommends appropriate sales channels.
• Prepares detailed sales reports, as needed.
• Sets departmental goals, objectives and guidelines.
• Develops and implements training programs to encompass general information, complimentary criteria, system/PC software use, policies and procedures and service standards.
• Designs, develops and implements promotional offers through mass media and direct mail programs; Strategize opportunities to increase incremental business through promotions with management.
• Plans and directs the day-to-day operations of the Marketing Department.
• Coordinate advertising efforts within the scope of the Marketing plan as it relates to Promotions.
• Ensure adequate disbursement internal controls are in place to meet regulations and Income Audit standards.
• Maintain proper tracking and reporting of all promotions.
• Maintain and distribute monthly calendar of events.
• Maintain employee files, including attendance records.
• Coordinate with Finance Departments to ensure proper payment of authorized transactions in accordance to purchase orders, invoices and disbursement requests.
• Ensures appropriate staffing levels to meet business needs.
• Reviews complimentary reports to ensure adherence to guidelines.
• Monitors all systems and applications for appropriateness and accuracy.
• Fosters good working relationships, coordinates efforts and communicates information with all related departments to ensure effective guest service and internal service.
• Investigates and resolves all guest complaints and concerns. Responds to all guests’ concerns, complaints or incidents in a timely and courteous manner. Implements service recovery actions to remedy service failures.
• Effectively communicates all job/property related and pertinent information to superiors and subordinates. Promptly communicates any concerns and issues to management.
• Interviews, hires and schedules staff to maintain appropriate staffing levels according to budgeted allocations and business needs.
• Evaluates and addresses employee job performance, providing praise, motivation and counseling appropriately.
• Handles payroll processes and departmental expenses, adhering to budgets.
• Ensures timely and appropriate issuance of performance appraisals for all direct reports and subordinates.
• Maintains a clean, safe, hazard and harassment free work environment.
• Attends meetings as needed.
• Assists in other projects and handles job tasks as deemed appropriate.
• Meets attendance guidelines and adheres to regulatory, departmental and company policies.

Qualifications

Essential Requirements:

• Must be able to perform each of the essential functions and responsibilities satisfactorily.
• Must be a minimum 21 years of age or older upon employment.
• Bachelor’s degree in either Marketing, Communication , Public Relations, or other related field highly preferred.
• Three to five years of Marketing Operations management experience required or an equivalent combination of education and experience. Casino experience preferred.
• Relies on experience and judgment to plan and accomplish goals.
• Strong knowledge of casino management, reservations and player tracking systems preferred.
• Possesses excellent customer service, organizational, communication and multi-tasking skills.
• Strong interpersonal, motivational and leadership qualities.
• Must have excellent organizational, communication, customer service skills, multitasking, and flexibility with scheduling. Must have proficient computer skills including Microsoft Office and Excel.
• Ability to communicate clearly and effectively both orally and in writing in the English Language; ability to logically and independently plan, organize and complete work; initiative; well developed inter-personal skills; ability to set and achieve high standards of performance.
• Excellent analytical, problem-solving, critical thinking and decision-making skills.
• Ability to express ideas or make recommendations concerning job related issues; learn specific job duties and complete detailed work assignments; maintain knowledge of basic concepts and techniques.
• Ability to prepare and deliver formal presentations before public and private concerns.
• Ability to perceive quality of work, read materials, review documents and receive instructions.
• Must be able to perform each of the essential functions and responsibilities satisfactorily.
• Flexible to work any scheduled shifts and/or days, including weekends and holidays. Long work hours might be required at times, nights and weekends.
• Ability to perform basic calculations and understand, analyze, interpret and communicate guest or operational data and information to achieve objectives.
• Must be able to be approved for and maintain a valid PGCB License.

ADA Requirements:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described are representative of those an employee encounters while performing the essentials functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Must be able to stand, walk and move through all property areas. Must be able to stand or sit for long periods.
• Maintain physical stamina and proper mental state of mind to work under pressure in a fast paced environment and effectively deal with guests, management, employees and members of the business community.
• Adequate manual dexterity to operate office equipment and engage in light lifting.

Other Skills/Abilities:

• Must be able to handle exposure to areas where smoking is permitted.
• Must be able to speak, read, write and understand English. Must have oral and aural acuity and ability to respond to cues.

Employment is contingent upon a favorable outcome of a background investigation and drug screening.

Mount Airy Casino Resort is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation.