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, inspiring, and have experience leading, training, and coaching highly collaborative service teams.

GENERAL REQUIREMENTS:

Must possess a minimum of three (3) to five (5) years of successful management experience. Must have three (3) to five (5) years of successful experience in casinos/hotels, customer service or host experience (luxury brand experience preferred). College degree or equivalent experience preferred. Must be able to obtain a Louisiana Gaming License. Excellent interpersonal, communication, problem solving, leadership, and analytical skills required. Must have a systematic and process-oriented mind-set 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 track record of success in both taking risks and making prudent business decisions.  Must be able to read, write, speak, and understand English.                                     

ESSENTIAL JOB FUNCTIONS:

Ensures the growth of property marketing performance and programming.  Responsible for on-going hiring and performance management for a team of highly talented service professionals. Ensures team provides efficient guest services, customer satisfaction, and profitability.  Responsible for on-going hiring, coaching, motivation, and development of a team.  Acts as a role model providing excellence in service, 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 altering 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. 

DEMANDS NECESSARY TO COMPLETE ESSENTIAL JOB FUNCTIONS:

PHYSICAL & MENTAL:

Must be able to work long hours any day of the week and be able to stand for long periods of time (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.

WORK ENVIRONMENT:

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. 

CAESARS RESERVES THE RIGHT TO MAKE CHANGES TO THIS JOB DESCRIPTION WHENEVER NECESSARY.