Specialist Casino Telemarketing

General overview of position: This position is responsible for describing the ideal hotel accommodations for Casino Marketing reservations, providing complimentary offers or casino rates, event bookings, maintaining RSVP lists and supporting Casino Marketing initiatives.

Responsibilities and Job Functions The following statements are intended as general illustrations of the work in this class and are not all inclusive for specific positions.

* Strong interpersonal skills including experience building and maintaining relationships with a diverse network of individuals and organizations.

* Time management skills and ability to prioritize a large volume of tasks.

Strong communication and organization skills, proper telephone etiquette, active listening skills, data entry, ability to relate to others, patience, good judgment, attention to detail, professionalism, proactive problem solving, ability to multi-task, negotiation skills, excellent computer skills.

* Self-motivation, enthusiasm and willingness to learn.

* Effectively reach out/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 incorporate active listening skills and questioning techniques that support effective telephone communication and sales skills.

* Utilize an effective approach to handle special telephone tasks such as call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.

* Effectively deal with job stress, angry callers, and upset customers.

* Understand the impact of attitude when speaking 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.

* Attend meetings.

* Arrange event while following all company and safety standards.

* Welcome guests address any needs and provide superior 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.

Working Conditions/Essential Functions * Always communicate effectively with all levels of employees and customers.

* Use the equipment associated with the position, including but not limited to computer keyboard.

* Review and comprehend all necessary documentation.

Required: * 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). * Able to effectively communicate in English, in both written and oral forms.

Preferred: * At least 2 years of experience in one or more of the following fields: * Marketing * Hospitality Operations or Gaming Operations.

* Previous experience working in a similar resort setting.

Regulatory and Compliance Responsibilities In addition to the other duties described herein, each and every employee has the following responsibilities related to compliance with laws and regulations: * Attend required training sessions offered by Downtown Grand.

* Perform the duties described in compliance with local laws and regulations.

* Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.

* Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the employee's department.

* Have knowledge of the company's programs to address problem gambling.

* Consults with the appropriate individuals and maintains and effective system of written policies, procedures, and internal controls to ensure compliance with Nevada Gaming Regulations and Minimum Internal Control Standards.

* Takes the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management.

* Reports items addressed by the "Compliance Questionnaire" as they occur to the Compliance Officer or his designate.

* Reports any acts of wrongdoing on behalf of any staff member that they have knowledge of.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Full-time