Marketing Services Representative

Introduction 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 coworkers 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. Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment. Responsibilities Provides superior guest service by demonstrating and up-selling with expert knowledge all levels of the Player’s card benefits, current promotions and/or events, the casino floor layout, and any Direct Mail offers. Guest interactions will include engaging, efficient, informative assistance. Promotes the Player’s Club program by recruiting, enrolling, and educating guests on how to use the players card whereby supporting the operation of the program. Additionally, conducts in-bound and out-bound calling, providing quality service and effective selling through the use of a telecommunications database and telephonic system. Expediently handles guest concerns, inquiries, and requests. Performs the professional and courteous handling of incoming guest calls and reservation requests while realizing campaign goals, fulfilling data entry requirements, and achieving call time and volume objectives. This position is responsible for providing a high level of guest service and promoting a positive attitude to create a fun and entertaining experience for our guests and team members. Understands and adheres to all property and departmental standards, policies, and procedures. Must be knowledgeable in all Marketing Services areas. Consistently performs duties in compliance with all departmental service standards, department-specific policies and procedures, and policies set forth within the property Employee Guidance Manual. Receives in-bound calls and dispatches or handles appropriately. Performs out-bound calling efforts as scheduled and prioritized by the supervisor or ETS system. Performs basic functions, data input, and acquires information from the following: CDS, LMS, and PBX. Achieves established levels of activity and meets objectives for number and length of calls attempted, calls completed, sales results, abandoned calls, up-selling, and the accuracy and completeness of data input. Maintains detailed awareness regarding current and upcoming property events, promotions, entertainment, packages, Club benefits, food specials, and other offers for information dissemination and up-selling. Handles reservation requests for invitational events, hotel, and concerts. Utilizes event manifests, RSVP spreadsheets, and fact sheets as needed to fulfill Call Center initiatives. Provides regular updates on reservation status and response summaries. Directly handles guest issues and concerns, determining alternate solutions and resources in order to resolve issues. Works in harmony with supervisor and other department personnel to elevate the handling of guest issues as needed to remedy guest dissatisfaction. Delivers phone scripts in a compelling and confident manner, effectively offers tool box amenities, and establishes follow up action when executing outbound calls. Carries out several simultaneous tasks: takes rapid-arriving incoming calls in succession, provides courteous, personalized, and professional service, and immediately and accurately enters and assesses data across multiple systems and programs. Consistently follows the processes and procedures outlines for handling calls including up-selling, personalization, standardization, and quality control measures. Performs a variety of record keeping, filing, indexing, and other general administrative functions. Operates a variety of communication equipment. Remains patient and friendly at all times, communicating clearly, succinctly, and with utmost enthusiasm. Consistently performs critical guest engagement behaviors during every phone transaction. Responsible for establishing new accounts for players, maintenance of database files, and redemption of Direct Mail offers. Responsible for offering and issuing casino complimentaries. Issues promotional amenities while maintaining accurate records and inventory controls. Assists in execution of special promotional events, player parties, drawings, and duties as deemed necessary. Demonstrates knowledge of all property amenities including food outlet options, hours of operation, hotel services, and retail offers. Provides feedback on guests' satisfaction related to facility, programs, and services. Implements all property Customer Service requirements and any additional guest satisfaction skill requirements outlined by the department. Creates fun for guests appropriate to a casino environment. Maintains open communication with Marketing Services Supervisors and Department Manager. Duties and responsibilities may be changed, expanded, reduced, or deleted by management to meet the needs of the Marketing department and Hollywood Casino. All other duties and/or responsibilities as assigned. Requirements High School Diploma or equivalent required. Must be 18 years of age or over. Must have knowledge of computer programs and ability to toggle between different programs required to perform essential functions. Must possess general administrative and/or secretarial skills. Guest Service, Sales, or Call Center experience is preferred (length of experience commensurate with level of consideration). Must understand and speak the English language. Strong communication skills required; able to adjust communication style based on unique guest interactions and needs. Negotiation and persuasive communication skills are a plus. Accurate data entry skills required. Must be comfortable in a fast-paced, performance-based call center where calls are monitored, recorded, and assessed for accuracy, speed and quality of service, and sales delivery. Must be willing to work outside of normal office hours and work the hours per day determined by the Call Center, Club Hollywood, and the needs of the business. Must be able to sit and/or stand for long periods at a time. Must display a passion for their duties. Must maintain a positive attitude and be a team player at all times. Ability to accurately prioritize, organize, and complete multiple tasks. Must take accountability for their own performance and growth. Must display the ability to be a team player and interface with other departments to develop key relations to ensure maximum efficiency in completing job tasks. PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand and walk. The employee is occasionally required to sit, reach with hands and arms; stoop, kneel, and crouch. The employee must occasionally lift and/or move up to 50 pounds. The employee requires manual dexterity to operate all necessary equipment. Specific vision abilities required by this job include close vision and distance. The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. #J-18808-Ljbffr