Overview

POSITION SUMMARY:

 The incumbent in this position is responsible for supporting the Marketing department by conducting telemarketing outreach to mid-tier players to encourage participation in promotions and special events. The incumbent is also responsible for delivering exceptional service to guests by promoting Players Club programs, assisting guests with account inquiries, and providing complimentary services based on established guidelines.

Responsibilities

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Creates an engaging and welcoming atmosphere that encourages guests to choose Hard Rock Casino Rockford for their gaming entertainment experience.
• Issues complimentary services to qualified guests and utilizes available amenities to enhance guest experience, in alignment with company guidelines.
• Coordinates and facilitates comp paperwork, including accommodations, food and beverage, transportation, and special events for Casino Hosts, VIP Services, and other casino personnel.
• Aggressively promotes and fills special events to maximize attendance and return on investment.
• Conducts telemarketing outreach to mid-tier guests to promote property visits and participation in exclusive events.
• Stays informed on current marketing promotions and contributes to planning sessions to support event development and guest engagement strategies.
• Pursues new member signups from premium guests and encourages credit play where appropriate.
• Utilizes a variety of special services and comping options to enhance guest experience and encourage extended stays.
• Tracks and reports outreach and sales activity against established performance benchmarks.
• Performs data entry, documentation, inventory, and administrative tasks with accuracy and efficiency.
• Resolves guest concerns professionally and escalates complex issues as needed.
• Maintains a positive and professional demeanor in all guests and team interactions.
• Adheres to all Company policies, procedures, and practices, and reports irregularities to the appropriate authority.
• Support the Player’s Club desk when needed.
• Complies with all Illinois Gaming Regulations.
• Other duties as assigned.

NON-ESSENTIAL JOB FUNCTIONS

• Attend seminars when needed.

KNOWLEDGE OF:

• Understanding of and experience in the property’s regional gaming market. 
• Casino marketing functions including, but not limited to data base, advertising and branding. 
• Operations, services and activities of a comprehensive marketing and database programs.
• Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
• Pertinent federal, state, and local laws, codes, and regulations.

ABILITY TO:

• Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
• Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• Analyze marketing and promotions data.
• Communicate clearly and concisely, both orally and in writing.
• Operate various types of office equipment.
• Be a strategic, analytical, ethical, and effective motivator.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Be flexible to work varying shifts and time schedules as needed.
• This position spends time on the Casino floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.
• Must be able to stand for the duration of shift.
• Ability to lift and carry up to 50 lbs.  

Qualifications

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year for year basis)

• High school diploma or equivalent required.
• Associate of Bachelor’s degree preferred.
• 1-3 year of experience in gaming, hospitality, or customer service role, with direct interaction with high-value clientele preferred.
• Experience with Casino Management Systems such as CMP and Halo is preferred.
• Equivalent combinations of education and experience will be considered.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

• Must obtain and maintain all licenses / certifications per Federal, State, and Illinois Gaming Commission.
• Must successfully pass background check.
• Prior experience in the Gaming industry strongly preferred.
• Must be twenty-one (21) years of age.
• Must be able to work holidays and weekends, as well as flexible shifts.

Additional Details

Hard Rock Casino Rockford is an equal opportunity employer and does not discriminate because of race, color, religion, sex (including gender identity, sexual orientation, or pregnancy), national origin, age, disability, or genetic information.

Any job posting or information about careers at Hard Rock Casino Rockford is from 815 Entertainment dba Hard Rock Casino Rockford and you will work for 815 Entertainment as your prospective employer. This means your application is submitted to and reviewed solely by this location, who will make any hiring decisions. If hired, 815 Entertainment dba Hard Rock Casino Rockford will be your employer and is alone responsible for any employment related matters.

Age Requirements