Marketing Manager

JOB SUMMARY:

Lead a specialized team of service professionals in providing an exceptional on property experience for Caesars very best guests. This is a dual-property role so the candidate will manage Hospitality Team at Horseshoe Lake Charles. This role will put you at the helm of all VIP service activity, requiring you to own all aspects of the customer service journey from arrival to check-out, 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, inspiring, and have experience leading, training and coaching large and highly collaborative service teams.

GENERAL REQUIREMENTS:

Must possess a minimum of three (3) to five (5) years of successful General 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 the VIP Hospitality program, Air Program, Branch office and Junket/Rep gaming revenues. Growth opportunities include but are not limited to through the development and execution of Commercial Block Seat and Junket/Rep operations, and the regional Bus program

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 both HET 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.

Manages staff to develop personal relationships with VIP players in both slots and table games.

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.

Develops annual business plans for the VIP Hospitality team that identifies revenue potential by key market segments and describes Account Development programs, Player Development activities and services that will attain acceptable levels of revenue by key segment.

Provides regular feedback and coaching as well as annual and mid-year reviews for direct reports using available HR tools.

Completes design and management of VIP Hospitality and Real Time Casino Marketing operations including day to day activities, environment, attitude and ongoing opportunities for innovation.

Gathers information from other Casino Marketing managers in the division and company with regard to 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 in Casino Marketing and across the properties to ensure appropriate coverage and service of the Hospitality Teams.

Assists the Director of Casino 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.