Marketing Manager

Reports to:

Director of Marketing

Supervises:

In collaboration with the Director of Marketing, will oversee the following: Executive Casino Host, Players Club, Marketing Specialist (Media), Promotions Coordinator, and Entertainment Coordinator.

Job Summary:

The Marketing Manager is responsible for the successful overall direction and management of all activities related to player development, casino services, and the maintenance of the casino customer base. The position with coordinate with the Director of Marketing to develop promotions and marketing department strategy

Essential Functions:

• Ensure compliance with the applicable Tribal, Federal, and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures.
• Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions.
• Develop and maintain superior relationships with guests by equal utilization of professionalism and personality. Seek new and targeted players to inform them of the benefits of all player development programs.
• Prepare, coordinate and host/administer all complimentary and guests events. Track and monitor guest feedback and participation on an on-going basis to determine program effectiveness.
• Maintain high levels of guest service, confidentiality, and discretion in all communication to and about guests.
• Actively develop and maintain guest loyalty and incremental visitation through personal contact such as on-property hosting, off-property entertaining, telemarketing, direct mail, and email using available services and promotional opportunities.
• Market to predetermined active and inactive guests by phone, mail, and in person to further develop brand loyalty and visitation to the casino.
• Maintain professional business appearance and attire.
• Maintain familiarity with all current and upcoming special events, promotions, entertainment, and all casino facilities.
• Walk through casino to identify registered and prospective guests.
• Develop, maintain, and analyze database for opportunities and productivity.
• Attend guest events, interact with invited guests, and provide guest service in a professional and courteous manner.
• Track operational performance, ROI, and revenue goals of the Casino Host Program.
• Supervise the Casino Hosts, including the management and reassignment of player blocks.
• Coordinate with the Marketing team to develop print, media, and special events strategies.
• Develop promotions and creative marketing programs targeted at hosted and VIP players.
• Identify new business as well as developed dormant and existing guest base.
• Create player development objectives, strategies, and tactics in coordination with the Director of Marketing.
• Manage and update host blocks in accordance with Standard Operating Procedures.
• Anticipate, respond to, and consistently meet or exceed the needs of guests, including but not limited to, transportation and meal arrangements.
• Coordinate with Casino Hotel on frequent basis regarding the host room block.
• Support and cultivate new ideas and methods to deliver business solutions. Identify ways to increase efficiencies or improve product or service.
• Clearly communicate programs/services to host and marketing teams.
• Stay up to date with the latest developments in the industry, current market trends and all on-property and competitor events.
• Manage departmental team members to be active in communicating and relationship building efforts including, but not limited to, activities on the gaming floor.
• Identify and implement strategies for targeted direct marketing to non-paragon customers including members of the loyalty clubs of other casinos.
• Assist in the creation, development, and implementation of an effective strategy designed to maximize profitability by ensuring revenue opportunities meet or exceed expectations while prudently utilizing available resources.
• Ensure assigned department team members accurately prepare detailed daily, weekly, and monthly operating reports as well as the forecasted budget for the following year.
• Monitor and ensure expenses remain within operational projections to ensure property wide revenue producing capabilities are maintained or enhanced and guest/team member safety is maintained.
• Facilitate the flow of information throughout the Marketing Department by organizing and presiding over regularly scheduled meetings with the members of Marketing team.
• Review operations and make recommendations to Director of Marketing. Participate in budgeting process for property, as well as specific projects.
• Coordinate with all external marketing resources.
• Assist in identifying and procuring of traditional and non-traditional advertising placements, media buys, and search engine optimization, etc.
• Demonstrate and promote KLECH core values and MAD skills.
• Manage and maintain security of confidential information entrusted to position.
• Attend and satisfactorily complete all required training as assigned.
• Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports, and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.
• The essential functions listed above are not an all-inclusive list, but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.
• Perform other duties as assigned.

Minimum Requirements to Qualifications:

• High school diploma or equivalent required;
• Bachelor's degree preferred.
• Three (3) years of player development experience required.
• Ability to resolve any problem or perceived guest inconvenience in order to ensure guest satisfaction.
• At least five (5) years of experience in casino marketing.
• At least three (3) years of supervisory experience.
• At least three (3) years of experience developing and executing marketing promotions and direct mail strategies.
• Experience performing pro- and post-forma marketing analysis.
• Ability to utilize budget, financial and vendor management strategies and techniques.
• Proven experience utilizing marketing and player development strategies.
• Demonstrated ability to perform tasks, and meet deadlines around an irregular work schedule and frequent time pressures.
• Demonstrated strong organizational and execution skills. Ability to solve problems with strong analytical skills and ability to translate data to provide decisions.
• Demonstrated ability to present solutions in a clear and concise manner.
• Sales experience preferred.
• Strong communication skills in English both written and oral. Spanish or other language skills a plus.

Other Criteria:

Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.

Skills and Abilities:

• Ability to work independently with minimal supervision.
• Ability to maintain effective relationships with the General Manager, Directors, Managers and all team members.
• Ability to work under pressure in a fast paced, stressful environment.
• Ability to meet multiple deadlines and multi-task.
• Ability to have strong critical thinking, analytical, and guest service skills.
• Must possess a positive attitude with strong organizational and leadership qualities.
• Ability to add, subtract, multiply, and divide in all units of measure.
• Ability to define problems, collect data, establish facts, and draw conclusions.
• Ability to understand complex instructions and material.
• Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds, and with co-workers of all levels.
• Ability to work effectively with individuals, and demonstrate leadership and team building skills with empathy and enthusiasm.
• Ability to maintain confidentiality.
• Ability to follow and comply with established Casino guest service programs.

Physical Demands:

• While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, bend for extended periods; reach with hands and arms; talk and listen on a regular basis.
• The team member must be able to concentrate for prolonged periods.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.
• The team member must be able to communicate effectively in person, or using telecommunications equipment.
• The team member must have the hand-eye coordination, and manual dexterity to operate a keyboard, touch-screen display, telephone, and calculator.
• Frequently lift and/or move up to 30 lbs.

Work Environment:

• Normal office setting and casino floor.
• Frequent walking and standing in a smoke filled environment, and frequent contact with the general public.
• Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.
• Extended hours and irregular shifts may be required including nights, weekends, and holidays.
• Must be able to perform under pressure and work long hours under stressful conditions.
• May be exposed to the risks associated in attempting to resolve issues with difficult guests and irate team members.
• May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.
• Travel may be required to perform one or more essential functions of this position.