Coordinator - Relationship Marketing Job Listing at Wind Creek Hospitality in Bethlehem, PA (Job ID 279)

Description

Description

The primary responsibility of the Coordinator – Relationship Marketing is to assist in the support for Directors - Player Development, Exec Hosts - Player Development (Executive Host – Player Development) and Hosts - Player Development by creating, implementing and executing direct mail programs for coded players. Additional responsibilities include focusing on customer service and team member assistance, modifying hotel rates and blocks as necessary.

• Works closely with ED - Relationship Mktg (Executive Director – Relationship Marketing) and Director - Relationship Mktg (Director – Relationship Marketing) to implement player programs.
• Utilizes customer related analysis reports to assist in developing business.
• Works diligently to coordinate communication and service requests from other related departments including Player Development, Wind Creek Rewards, Direct/Database marketing, Special Events, Food/Beverage and Casino Floor Operations.
• Responsible for system coding of new players to Player Development accounts. 
• Administrative role in adjusting Patron point balances related to points and or comp issuance per the direction of Player Development.
• Oversees casino services: Focus on customer service, call volumes, call abandonment, staffing, and reservations/revenue production.
• Meets regularly with Special Events to ensure the Player Development team has the most up to date information on future events.
• Assists with Telemarketing monitoring, tracking and reporting.

• Maintains the department schedule.

• Ensures that Casino Marketing operation complies with current operating criteria/policies and procedures.
• Updates CMP with new enrolls, iGaming exclusions, self-exclusions, state exclusions, and sportsbook exclusions.

• Addresses IT concerns, system needs, personnel resources, and upgrade requirements routinely. 
• Sets and maintains high standards of service and practices throughout the property.
• Ordering of office supplies.
• Respond to customer correspondence.
• Completes all paperwork in accordance with Pennsylvania Gaming Control Board and approved Wind Creek standards.
• Perform additional duties as directed by senior management.

• Possess a working knowledge of all department and company policies and procedures and Rules of Conduct and must enforce the same.
• Render advice, and provide expertise or judgment based on information gathered, studied, analyzed or reviewed.
• Arrange timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments.
• Work on actual project or service to help achieve the objectives of the department.
• Evaluate information to render an opinion or take action based on that information that will impact the department or function.
• Focus on achieving the goals or objectives of the department.
• Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
• Develop a working knowledge of all PGCB rules, regulations and Internal Controls applicable to your position.
• Must read and understand the Wind Creek Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company's diversity commitment; adherence to the company's status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements.
• Other duties as assigned.

• Authority to issue a complimentary in accordance with the Wind Creek Comp Matrix.

• 18 years of age, proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
• Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
• Maintain a professional, neat and well-groomed appearance adhering to the Wind Creek appearance standards.
• Maintain consistent adherence to the Wind Creek customer service standards.
• Must be able to work varied shifts, including weekends and holidays.

• Bachelors' Degree in related field.

• OR Two (2) years in positions of increasing responsibility within casino marketing AND One (1) year Hotel Yield Management or reservation experience required. 

• Must possess superior Hospitality customer service skills.
• High call volume or multi-line phone knowledge is preferred. 
• Must be proficient in Microsoft Word and Excel. 
• Must have excellent communication and computer skills. 
• Must possess excellent time management and organizational skills. 
• Physical ability to access all areas of the property.