JOB RESPONSIBILITIES:

• Oversee Player’s Club, Platinum Services, Player Development & Promotions & Special Events staff and the gift shop.
• Responsible for providing the execution of service excellence.
• Acts as a role model and coaches while developing team members using a consistent, approachable demeanor and clearly articulating expectations.
• Ensures adherence to department & company procedures and compliance with Delaware Lottery Rules and Regulations, and other regulations as required.
• Development of all Managers, Executive Hosts, Supervisors, and Representatives to meet the standards and expectations of company-mandated service standards.
• In conjunction with the Vice President of Marketing, consistently updates and analyzes guest satisfaction surveys to identify ways to enhance the overall guest experience.
• Address and resolve all guest issues with tact and care in accordance with department policies, procedures, and recommendations.
• Develop and implement employee-based service programs that generate fun and anticipation for front-line team members to drive strong email capture and better guest satisfaction survey scores.
• Maintain professionalism and confidentiality at all times when working with other team members and guests.
• Communicate (both written and verbal) with all related departments regarding special events, promotions, and marketing calendar programming.
• Assists staff at all events, promotions, drawings, and tournaments.
• Execution and maintenance of the Executive Host incentive plan in conjunction with Planning & Analysis and the Vice President of Marketing.
• Adheres to the approved Marketing budget at all times and assists in the pre- and post-analysis for events, promotions, drawings, and tournaments.
• Performs all other duties as assigned.

JOB REQUIREMENTS:

• College Degree required
• A minimum of five (5) years of related Casino Marketing experience required
• Must be able to successfully complete the background check and licensing process required by the Delaware State Lottery.
• Strong organizational, verbal, and written communication skills required.
• Must possess strong leadership, interpersonal, and customer relations skills.
• Knowledge of MS Office, Casino Marketplace, and PKMS preferred.
• Ability to work directly supervised, independently with minimal supervision, and collaboratively in groups.
• Maintains confidentiality with regard to employee concerns and sensitive department information.
• Must be able to work a flexible schedule according to business needs, including nights, weekends, and holidays. 
• Ability to consistently comprehend, retain, and/or execute written, verbal, and/or demonstrated directions, explanations, and guidance.
• Must be able to lift, pull, or push up to fifty (50) lbs. without difficulty.