Casino Services Coordinator

This is an Entry-Level marketing position that coordinates the customer service staff at the Casino Services Desk. 

PRIMARY JOB FUNCTIONS

1. Trains, and develops the Casino Services team with the goals of complete customer satisfaction and teamwork.
2. Monitors, reviews, and distributes work to Casino Services Representatives and investigates escalated customer service issues.
3. Makes recommendations regarding the selection of new Casino Services Representatives.
4. Relays performance standards and work goals for Casino Services Representatives from Casino Management. 
5. Continually assesses the customer service levels provided by staff. 
6. Partners with Casino Management to set department goals and strategies.

Marketing Functions:
1. Assists with Social Media, email, website, and SMS marketing campaigns. 
2. Creates and delivers graphics/visuals and content output to designated web mediums.
3. Tracks and reports on social media results
4. Documents and archives (through photography and/or writing content) the Casino’s marketing events.
5. Promotes and markets the Casino’s Player’s Club Card, social events, and other Casino programs to new and existing guests. 
6. Effectively handles guest complaints and discrepancies in an efficient and courteous manner.
7. Analyzes telemarketing, mail and other marketing techniques to increase visitation patterns among targeted customers.
8. Makes decisions on guest comps, incentives on customer programs, offsite group events, and complimentary guest transportation.
9. Utilizes the player tracking system to promote increases in player’s club participation and compensates casino players within levels as approved.
10. Increases the growth of gaming revenues through development of a targeted guest bases and creates short- and long-range revenue increase planning with casino management and the Marketing department. 
11. Assists in the development of customer incentive programs, goals, special events and marketing programs.
12. Safeguards the confidential nature of all departmental and general property records. 
13. Maintains extensive knowledge of casino and gaming commission policies, procedures, guidelines, decision-making concepts, principles, and processes, and the ability to apply them properly and effectively.

Education: College degree in Marketing, Hospitality or Business or equivalent experience required.

Work Experience: Casino experience and Bilingual skills (Mandarin, Cantonese, Vietnamese, or Korean) preferred. 

Must possess an ability to work with minimal supervision and make educated ethical decisions as necessary. Must be able to resolve conflicts and have effective communication skills with all levels of employees and be able to work effectively and collaboratively in a team environment. Must demonstrate an ability to work independently, prepare detailed professional correspondence, memoranda, policies, procedures as well as regulations related to the employee’s duties. A general knowledge of the Windows based computer operating systems is also required.

Company Description

WHERE THE WORLD COMES TO PLAY
The Commerce Hotel & Casino is located in Los Angeles by the Citadel Outlets and offers a comprehensive benefits package to include medical, dental, vision, life, flexible spending accounts, 401(k), vacation time, and much more!

Work location: Commerce, CA