National Casino Marketing Administrator
US-PA-Wyomissing
Careers (PNG Apply)
Req #: 123893
Type: Regular Full-Time
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Overview: We're always looking for talent that believes in having fun. At PENN Entertainment, you'll get to be a part of an exciting industry, where the days and nights are fast paced. You'll work with an incredibly diverse set of co-workers driven by their enthusiasm for helping people find and have more fun. You'll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities. Come, join us. It'll be fun. Responsibilities: Within Penn National Gaming's customer-focused and team-oriented environment, the NCM Administrator role is best performed by a thoughtful and effective leader with excellent communication and leadership skills. This position provides superior service to outside sales, team members, and casino guests, specifically making reservations for guests (air, hotel, spa, golf, etc.). Is responsible for coordinating, overseeing, and executing various projects within the National Casino Marketing Department to assist properties in developing and cultivating new and existing customers through the coordination of various casino marketing programs. ESSENTIAL DUTIES AND RESPONSIBILITIES The following and other duties may be assigned as necessary: * Manages property NCM (National Casino Marketing) event calendar. Compiles a calendar of all events into one document and reviews document for conflicts, such as scheduling high end events at the same time at different properties. * Facilitates cross property reservations for hosts and VIP groups * Will be required to handle escalated casino customer calls or emails received in Guest Service inbox that require specialized attention, including further player evaluation and/or authority. They will also provide "host-level" care and service to Penn's top clients. * Assist in reviewing reservation error reports and submitting feedback to customer contact center (SITEL) management * Assist properties with processing credit card authorizations where needed through centralized secure terminal * Maintain property knowledge repository for contact center and Cross Property * Adheres to NCM scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction. * Coordinate various events and other cross marketing opportunities with properties and partnerships * Acts as liaison between property personnel and Independent Agents ensuring communication is provided as needed * Oversees compliance and licensing coordination for the Independent Agent program * Manage the coordination of group and individual travel for Independent Agent, Cross Property and Branch Office programs to include scheduling, setting criteria, and commercial seat block maintenance * Creation of trip criteria and post event analysis for National Casino Marketing trips * Work with properties to develop processes and procedures for various casino marketing programs, such as the air program, event bookings, etc. * Administrate the payment of Independent Agent commissions * Supports the efforts and projects of the Guest Engagement Manager and/or National Casino Marketing leader as requested. * Analyzes the effectiveness and success of National Casino Marketing efforts and the Independent Agent program. * Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise. * Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management. * Maintains strict confidentiality in all departmental and company matters. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age. * Associates Degree (A.A.) in marketing, finance or related area; or equivalent combination of education and experience. One year of administrative or marketing experience in casino industry required. * Must have excellent verbal, written, and interpersonal skills * Must have technical proficiency and knowledge in Microsoft Applications (Word, Excel, and Outlook) * Possess excellent oral and written communication skills; strong client interface and presentation skills preferred. * Must have demonstrated ability to drive toward results. * Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. * Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner. SUPERVISORY RESPONSIBILITIES This role has no supervisory responsibilities. REQUIRED TRAVEL Approximately 10 - 20 % LANGUAGE SKILLS Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required. REASONING ABILITY Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving concrete variables in standardized situations. CERTIFICATES, LICENSES, REGISTRATIONS Team member must be able to qualify for licenses and permits required by federal, state and local regulations. PHYSICAL DEMANDS They physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The team member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job involve close vision, color vision, and peripheral vision. The team member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 30 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces. WORK ENVIRONMENT The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The team member is frequently exposed to moving mechanical parts, risk of electrical shock, and vibration. The noise level in the work environment is usually moderate. Team member could be exposed to an environment containing unrestricted second-hand tobacco smoke.
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