REP III - MARKETING OPS DR Supervisor Players club

Job Description

Overview

At Hard Rock we are a diverse group of team members who possess a friendly disposition, attention to detail and an unwavering dedication to superior guest service. Hard Rock is committed to providing the best experience any customer can have, so exceptional guest service is our #1 priority, and our team members are our most valuable asset.

Responsibilities

Reporting directly to the Marketing Operations Supervisors, a representative will enhance the guest experience working in the promotion area. Must be able to explain and communicate current casino programs and promotions to players.

Essential Functions

Demonstrate a sense of urgency while performing duties.

Anticipates needs of the guest and provides fast, flawless service.

Creates atmosphere of fun and excitement for guests while maintaining upbeat, positive attitude, friendly and helpful demeanor, positive energy and enthusiasm from one interaction to the next.

Perform back to back procedures when deemed necessary.

Ability to adapt quickly to rapidly changing business levels and values the differences of others.

Attend department meetings and information sessions.

Greets and welcomes customers with a smile as a company representative.

Serves as Hard Rock guest service role model for other employees.

Constantly seeks ways to improve friendly, helpful service and reduce customer waiting time to positively impact department’s customer service ratings.

Prepares promotion areas for promotions and events

Executes promotions, assisting patrons participating in promotions by helping them swipe into invitation programs, distributing gifts, and aiding with any task regarding a promotion.

Collaborates with work-group and all support departments to ensure player satisfaction.

Communicates all relevant information to co-workers and management to maintain consistency and avoid potential problems.

Must be knowledgeable of all Swag Shop merchandise and communicate this knowledge in a friendly and helpful manner to customers

Answer questions concerning location, price, and use of merchandise

Must be able to use suggestive selling techniques with guests

Must be able to review price sheets for price change/adjustment, must be able to collect cash, check, charge for each transaction.

Stock shelves, counters, tables, displays, etc.

Obtains merchandise from stockroom when merchandise is not on floor.

Must have working knowledge of garment construction, fabric and styles.

Re-hangs garments according to size on display rack.

Ensures integrity and confidentiality of all customer data. Complies with all state, federal and regulatory policies and procedures.

Be proficient in comps, cash back, voids, new accounts, reprints and redeeming procedures.

Understands, values, and supports loyalty program and special events, promotions, and player programs.

Effectively and enthusiastically communicates the benefits of the customer loyalty program and provides players with a compelling reason to play at Hard Rock Casino every time.

Cross sells property events (shows, promotions, etc.) and amenities (hotels, restaurants, etc.).

Ensures that promotions/event/Loyaltyareas are stocked with necessary supplies, decorations and secures items at conclusion of promotion/event.

Creates and maintains customer accounts using Hard Rock computer systems.

Qualifications

Knowledge, Skills & Abilities

Must present a well-groomed appearance.

Must have strong customer service, written/verbal communication, interpersonal and organizational skills.

Taking direction from multiple Leads/Supervisors/Managers from multiple areas

Maintain upbeat and positive attitude across multiple tasks and environments

Must be available to work a flexible schedule that includes nights, weekends, and holidays.

Acts as a role model to other team members and always presents oneself as a credit to Hard Rock and encourages others to do the same.

Must have excel and Microsoft office knowledge at an above proficient level

Must be able to work both in a team and independently

Must be able to stand and sit for long periods of time

Education and Experience

High School Diploma or GED equivalent required.

Literate and fluent in English

1 year Customer Service experience

Full-time