Job Description

The Casino Marketing Manager’s responsibility will be to lead a specialized team of service professionals in providing exceptional on property experience for Horseshoe’s very best guests. This role is at the helm of all VIP service activities, requiring the Casino Marketing Manager to own all aspects of the customer service journey, while consistently striving to delight our guests and garner loyalty to our product and brand. Oversee development, negotiation and implementation of Horseshoe Special Events and Promotions programs, with focus on revenue growth and image enhancement. Supports the social media, website, and advertising segment of marketing. Generates excitement for VIP guests and other segments through the execution of creative and unique events and promotions. They will work with the Regional Marketing and Property VIP Marketing teams to provide a wide variety of programming that is fresh and exciting for our guests. Creates and ensures a fun-filled, entertaining and exciting environment where the flawless delivery and execution of service excellence is paramount. Serves as a dynamic, positive leader, while fostering teamwork, employee morale, motivation and open communication. Acts as a role model and coach while developing employees using a consistent, approachable demeanor and clearly articulating expectations. Ensures that team members clearly understand and are held accountable for their service performance expectations. Provides appropriate recognition and rewards to individuals and groups when consistent superior service performance is attained. Works as a change agent to improve and streamline department operations, through the continuous assessment of policies and procedures, work processes and program effectiveness and value. Demonstrates excellent facilitator skills in resolving conflicts between different points of view. Demonstrates leadership skills in determining a vision, aligns and inspires the team to achieve the vision. Coordinates with other departments to ensure total guest satisfaction and efficient operations in a safe, friendly, comfortable environment, by well-trained, motivated employees. Recommends and implements change to improve overall employee and guest satisfaction. Participates in the financial operating and capital planning processes and makes recommendations that achieve desired financial results. Establishes and endorses the business and service objectives, ethics and values of the Company in accordance with the Code of Commitment.

• Responsible for on-going hiring and performance management for teams of highly talented service professionals to provide for efficient guest services, customer satisfaction and profitability.
• Role model excellence in sales and service, inspiring your team through both Caesars’ and Horseshoe’s best practices, and cross selling/up-selling our product.
• Provide regular feedback and coaching as well as annual and mid-year reviews for direct reports using available HR and performance management tools.
• Responsible for department P&Ls and shift scheduling.
• Champion organizational improvements and efficiencies by seeking out best practices and opportunities for innovation.
• Coordinate Service programs, activities, special events and databases with general marketing programs and systems.
• Develop proactive outreach strategies for on-property service team through RTCM and other technologies
• Partner with Caesars Rewards and Executive Host Team to identify service opportunity and effect change management to implement.
• Analyze cost and revenue reports for areas of responsibility and recommend actions to be taken to improve financial performance. Formally present updates to plans and provide appropriate explanations and solutions to variances.
• Develop annual strategy plans for the VIP Hospitality team, Promotions & Events, and advertising/media.
• Assist with administrative duties within the Marketing department.
• Is a motivator, coach and trainer.
• Responsible for all aspects of each Special Event / Promotion, from conception to completion, including but not limited to: themes, defining target audience through analysis of database lists, pre- and post pro-forma, prize structures, food and beverage, entertainment, décor, PKMS programs, offer redemptions, expense tracking in PET, IGC notifications and submissions, etc.
• Work closely with Direct Marketing, Advertising and Entertainment to evaluate and execute strategies to maximize ROS, GGR and event/promotion attendance.
• Ability to be flexible and adaptable to change, including revising marketing strategies based on monthly performance and customer demand, often with short notice.
• Responsible for event and promotion collateral requests that are complete with images and submitted to Marketing Communications/Advertising departments in timely manner.
• Responsible for internal/external communication of all Special Events/Promotions
• Coordinate and facilitate Special Events/Promotions with in-house departments such as Food and Beverage, Entertainment, VIP, Caesars Rewards, IT, Facilities, etc. as well as outside vendors
• Responsible for development and testing of all PKMS programs utilized for Promotions, Events and execution of Core offers and all other offers.
• Responsible for overseeing all PKMS testing and documentation of PKMS program testing in compliance with established standard operating procedures.
• Responsible for working closely with Regulatory Compliance and ensuring crisp communication, accuracy and adherence to all approved promotional rules.
• Communicates all relevant marketing programs and promotions to all related areas.
• Maintains awareness of changes in the marketplace that may impact the nature of events planned at the facility.
• Manager social media programming, property website, and advertising with the help of the Entertainment Marketing Manager

• Minimum 3 years casino experience with a background in player rating, complimentary issuance, casino systems utilization and customer service.
• Strong skills in analysis, planning and development and communication required.
• Administrative skills require a detail oriented individual; leadership ability essential
• Excellent written and oral communication skills, personable character traits, neat appearance and professional attitude required.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Flexible to work various shifts, weekends, and holidays
• Must qualify for, obtain, and maintain a gaming license from the Indiana Gaming Commission, if applicable.
• Access to the vessel is required.

ADDITIONAL REQUIREMENTS

• Must be able to lift/carry objects up to 25 pounds.
• Ability to work with confidential data required.
• Ability to effectively present information in one-on-one and small group situations to guests and other employees of the organization.
• Ability to effectively manage time and perform multiple tasks simultaneously.
• Must be able to listen and respond to visual and aural cues.
• Must be able to work in a loud and smoky environment.
• Must be able to work in warm/cold temperatures and/or weather conditions.
• Must be able to stand/walk for 6-10 hours of your shift.
• Must be able to bend, reach, push, pull and stretch repetitively.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Join the thousands of winners at Horseshoe Casino Hammond! Located just 20 minutes from downtown Chicago, Horseshoe Hammond is the premier entertainment and gambling destination in Chicago and Northwest Indiana. Horseshoe boasts more than 2,100 slot machines and over 100 table games. Even appetites win at Horseshoe Casino! Enjoy fresh dining options from The Eatery: Café and H Burger. Horseshoe Hammond has been awarded Best Place To Work for the last 9 years!