Marketing Services Representative

Seneca Gaming Corporation; City of Niagara Falls (NY); On-site; USD 22,000 - 28,000; Full time

Job summary

Seneca Resorts & Casinos is seeking a Marketing Services Representative to provide quality guest service via telephone inquiries and coordinate reservations for hotels, entertainment, dining and more. The role supports a high-volume environment and requires excellent communication and service skills.

Both part-time and full-time openings are available, with salary starting at $16.00 per hour. Training and adherence to Seneca policies and security procedures are required.

Qualifications

• Must possess excellent customer service skills and speak clearly when communicating with the public, employees and customers.
• Ability to write routine correspondence and to speak effectively.
• Ability to resolve problems and conflicts in a diplomatic and tactful manner.

Responsibilities

• Answer high-volume telephone inquiries about hotels, dining, spa, entertainment, and services.
• Book show tickets, hotel, restaurant, and golf reservations.
• Coordinate with multiple departments to fulfill guest requests and ensure excellent service.
• Assist in training new staff and maintain compliance with company policies.

Skills

Customer service

Communication

Telephone etiquette

Problem solving

Education

High School diploma

Job description

Great teams make the #Best8Hours of your day. At Seneca Resorts & Casinos, we work hard, celebrate often, and build a culture people actually want to be part of.

The Marketing Services Representative provides quality guest service to a high volume of telephone inquiries. All functions will be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives.

**We have part and full time openings available**

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• 1. Answer telephone inquiries requesting information on hotels, restaurants, retail shops, spa & salon, entertainment, transportation, and other available services. Prepare arrangements for customers as requested in accordance with established policies and procedures.
• 2. Respond to routine patron requests, such as qualifications for hotel and restaurant services or availability.
• 3. Book show tickets, hotel, restaurant, and golf reservations.
• 4. Verify invitations and respond to casino promotions regarding invited guests, tournaments and events.
• 5. Interact daily with player development, hotel, entertainment, food & beverage, retail, spa and salon, transportation, hotel sales and other department personnel as needed to fulfill guest requests.
• 6. Assist in the training of new staff members.
• 7. Perform all other related and compatible duties as assigned.
• 8. Cooperate with the Seneca Gaming Authority to ensure compliance with all rules and regulations of the Seneca Gaming Corporation.
• 9. Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times.
• 10. Provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff.
• 11. Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.
• 12. Must complete all required SGC Training programs within nine (9) months from commencement of employment.
• 13. Attend all necessary meetings.
• 14. Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule.

QUALIFICATIONS/REQUIREMENTS:

Education/Experience:

• 1. Must be 18 years of age or older upon employment.
• 2. High School diploma or equivalent preferred.
• 3. Must have excellent customer service skills, speak in a clear, pleasant voice, and have good hearing to ensure effective telephone communication.

Language Skills and Reasoning Ability:

• 1. Must possess excellent communication skills.
• 2. Ability to write routine correspondence and to speak effectively to the public, employees and customers.
• 3. Ability to deal effectively and interact well with the customers and employees.
• 4. Ability to resolve problems/conflicts in a diplomatic and tactful manner.

Physical Requirements and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. When on the casino floor, the noise levels increase to loud. Must be able to work in an environment where smoking is permitted.

• 1. Position requires confined sitting 90% of the time, telephone communication 70% of the time and computer keyboarding 80% of the time.
• 2. Must be able to stand, walk, and move through all areas of the casino/hotel.
• 3. Maintain physical stamina and proper mental attitude to work under pressure in a fast‑paced, casino/hotel environment and effectively deal with customers, management, employees, and members of the business community in all situations.
• 4. Must have adequate manual dexterity to operate office equipment.
• 5. Occasional light lifting required.
• 6. Occasional travel necessary.
• 7. Must be able to effectively understand and communicate to candidates and employees.

Salary Starting Rate:

$16.00

Compensation is negotiable based on experience and education.

Each position has varying minimum qualifications. In the absence of fully qualified candidates, some requirements may be waived.