Director of Marketing Services Position Available In Niagara, New York

Director of Marketing Services 3.0 3.0 out of 5 stars Niagara Falls, NY Directs activities of reservations, communications and Guest Services departments, and criteria management and participates in formulating and administering departmental policies and procedures and promote top quality customer service and will also assist with limo operations, butler operations, and hotel revenue management. All functions will be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

1. Coordinate with the hotels (Seneca Niagara and Seneca Allegany), Player Development/Hosts, Entertainment, Food & Beverage and Hotel Sales to forecast and establish group block requirements. 2. Establish and administer player rating system requirements within the Marketing Services department. 3. Research new and innovative ways of improving guest satisfaction and work applications. 4. Establish and implement standards and procedures to ensure the highest level of guest service. 5. Prepare accurate and informative reports providing information and recommendations; prepare detailed financial reports and ensure compliance with established budgets. Prepare and create budgets. 6. Prepare ongoing detailed management and operational analysis; oversees and ensures operational functions and proper staffing, including employee retention. 7. Direct investigation into causes of customer complaints and employee issues and responds accordingly. 8. Work directly with IT department and ensure the latest and most efficient systems are functioning and in use. 9. Work with general marketing in yielding and controlling suite assignments. 10. Work with player development and Asian marketing to develop and manage transportation for our clients (air, ground etc.) 11. Control and supervise all butler operations 12. Manage, forecast and control all gourmet restaurant seating 13. Maintain a clean, safe, hazard-free work environment within area of responsibility. 14. Participate as a panel member on SGC’s Board of Review as needed.

STANDARD REQUIREMENTS

1. Develops, mentors and trains enrolled Seneca Nation members for future senior management positions within the company. 2. Oversees departmental administrative matters and ensures HR is consulted as appropriate. Meets with staff on a regular basis and with entire department no less than 3 times per year. 3. Ensures effective recruitment, hiring, training, recognition, evaluation, coaching and discipline, terminations and other personnel related issues. 4. Responsible for ensuring the department adheres to all company policies and internal controls, including but not limited to Compact, Human Resources, TERO compliance guidelines and Purchasing. 5. Prepares the annual budget and monitors to ensure attainment of goals. Manages labor and scheduling to ensure adequate coverage at all times while minimizing overtime. 6. Liaise with other department/company management to ensure consistency and smooth flow of information, policies and procedures. 7. Maintains a strong network of contacts throughout the industry to facilitate both formal and informal gathering of information. 8. Runs the department and design policies and training that result in exceptional customer service to all patrons. Maintains a professional work environment with supervisors, managers and staff. 9. Keeps abreast of industry trends, new technology and practices as they relate to his/her area(s) of responsibility. 10. Must complete all required SGC Training programs within nine (9) months from commencement of employment. 11. Attends all necessary meetings to stay informed; including company and community meetings. 12. Oversees an operation that is 24/7 and requires hours that can extend up to 60 hours per week or more, and be inclusive of work weeks that consist of 6 or 7 days. This individual is on-call and requires accessibility 24/7. 13. Perform any other duties as assigned.

QUALIFICATIONS/REQUIREMENTS

Education/Experience:

1. Must be 21 years of age or older upon employment. 2. High School diploma required. 3. Bachelor’s degree or equivalent work experience required. 4. Must have a minimum of ten years of work experience with at least (5) to seven (7) years of successful Reservations management experience, preferably in a 300-plus room hotel -OR- an equivalent combination of experience and college education can be substituted. 5. Must have at least three (3) years of supervisory experience. 6. Guest Services experience in the Gaming Industry in required. 7. Must have proficient computer skills. 8. Must have excellent customer service skills.

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. Must have the ability to deal effectively and interact well with the customers and employees. 4. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner. 5. Must possess interpersonal and negotiating skills necessary to manage others and communicate with all levels of management and clientele. 6. Must use discretion and maintain confidentiality when handling sensitive material. 7. Ability to plan long-term goals and the financial knowledge necessary to develop and maintain detailed financial records. 8. Ability to exercise independent judgment.

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. Must be able to stand, walk, and move through all areas of the casino/hotel. 2. 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. 3. Must have adequate manual dexterity to operate office equipment. 4. Occasional light lifting required. 5. Occasional travel necessary. 6. Must be able to effectively understand and communicate to candidates and employees.

Salary Starting Rate:

$89,960.59 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.