Director of Casino Marketing (Wilmington)

• Responsible for the payroll, supervision, hiring, training, scheduling of the Player’s Club, Platinum Services, Player Development & Promotions & Special Events staff and the gift shop.
• Responsible for providing the execution of service excellence in all areas of oversight, at all times.
• Acts as a role model and coaches while developing team members using a consistent, approachable demeanor and clearly articulating expectations.
• Ensures adherence to department & company procedures and compliance with Delaware Lottery Rules and Regulations, and other regulations as required.
• Responsible for handling sensitive information in the overall operation of all departments.
• Development of all Managers, Executive Hosts, Supervisors and Representatives to meet the standards and expectations of company mandated service standards.
• Listens, evaluates and responds to all guest complaints and inquiries and exercises good judgment in the resolution of all.
• In conjunction with the Vice President of Marketing, consistently updates and analyzes guest satisfaction surveys to identify ways to enhance the overall guest experience and eliminate barriers to service.
• Address and resolve all guest issues with tact and care in accordance with department policies, procedures and recommendations.
• Develop and implement employee-based service programs that generate fun and anticipation for front line team members to drive strong email capture and better guest satisfaction survey scores.
• Maintain professionalism and confidentiality at all times when working with other team members and guests.
• Ability to resolve guest / team member complaints and concerns with professionalism and efficient follow-up.
• Communicate (both written and verbal) with all related departments regarding special events, promotions and marketing calendar programming.
• Assists staff at all events, promotions, drawings and tournaments.
• Maintains oversight of the Player Rewards Store and Gift Shop. Including but not limited to, staffing, product inventory and sales.
• Execution and maintenance of the Executive Host incentive plan in conjunction with Planning & Analysis and Vice President of Marketing.
• Adheres to the approved Marketing budget at all times and assists in the pre and post analysis for events, promotions, drawings and tournaments.
• Performs all other duties as assigned.

• College Degree required
• A minimum of five (5) years of related Casino Marketing experience required
• Must be able to successfully complete the background check and licensing process, required by the Delaware State Lottery.
• Strong organizational, verbal and written communication skills required.
• Must possess strong leadership, interpersonal and customer relations skills.
• Knowledge of MS Office, Casino Marketplace and PKMS preferred.
• Ability to work directly supervised, independently with minimal supervision and collaboratively in groups.
• Maintains confidentiality with regards to employee concerns and sensitive department information.
• Must be able to work a flexible schedule according to business needs, including nights, weekends and holidays.
• Ability to consistently comprehend, retain, and/or execute written, verbal and/or demonstrated directions, explanations and guidance.
• Must be able to lift, pull, or push up to fifty (50) lbs. without difficulty.

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