Customer Relations Manager - Ottawa, Canada - Hard Rock International (USA), Inc.

Hard Rock International (USA), Inc.

Verified Company

Ottawa, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Overview:

Under the direction of the Director of Marketing, the Customer Relations Manager and his or her team are responsible for providing excellent customer service and maintaining good public relations at our gaming facility.

Responsibilities:

Responsible for managing the Customer Relations employees, including training, hiring, scheduling, supervising and evaluating.
Works closely with the Director of Marketing in the development and execution of site and corporate marketing plans, including promotions, loyalty and player development programs, and site entertainment programs.
Responsible for developing and controlling departmental budget. Providing explanations for variances.
Reports results of past site promotions and develops strategies for improvement to stakeholders.
Lead the team in compliance with Alcohol and Gaming Commission of Ontario (AGCO) regulations and all applicable laws, policies and procedures.
Maintains up to date knowledge of all electronic gaming machines, player tracking systems, promotions, events, entertainment and general property information.
Further assists with hiring, training, supply management, payroll and scheduling.
Monitors activities that could affect efficiencies and effectiveness of the department including internal controls, department rules and regulations and equipment maintenance.
Promotes Hard Rock Hotel and Casino by interacting with customers in an enthusiastic, helpful manner.
Maintains confidentiality of company documents.
Ensures consistent service standards are maintained.
Resolves customer complaints and takes appropriate action.
Investigates issues related to customer service and makes recommendations to improve service.
Communicates service standards to staff and trains staff to perform to the standards
Coaches, trains, administer discipline and assists with annual performance appraisals.
Reviews and approves recorded time worked in accordance with schedules.
Other duties as required.
Lives the brand

This job description reflects the position's essential functions; it does not encompass all of the tasks that may be assigned.

Qualifications:
EXPERIENCE, EDUCATION, AND CERTIFICATIONS

A university degree in Marketing, Business or Economics
Managerial experience in a related field of five (5) or more years; Experience in direct gaming or tourism would be an asset
Working knowledge of Microsoft Word, Excel and Power Point, as well as cash back procedures
Good interpersonal, organizational and multitasking skills
The ability to obtain registration as a Category 1 Gaming Assistant with the Alcohol and Gaming Commission of Ontario

SKILLS

Strong leadership behaviors coupled with the technical skill set to drive the business toward success.
Excellent written and verbal communication skills, with the ability to prepare reports and analysis, also good mathematics and analytical skills are required
Ability to effectively present information in oneonone and small group situations to customers, clients, and other employees of the organization.

PHYSICAL DEMANDS

The working conditions are those typically found in an indoor, climate controlled office environment. Will be exposed to casino related factors including but not limited to excessive noise, large crowds and stress related to servicing guests in a high pressure and fast paced environment. Must be able to stand for an entire shift and be able to move throughout the Casino and/or Hotel areas.
The Casino environment is hectic, fastpaced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to excessive noise and constant exposure to general public.

The employee is expected to adhere to all company policies and to act as a role model.

YOUR CAREER WITH US

Whether you want to make your debut or go back on tour after a long hiatus, starting a career at Rideau Carleton Casino can be very rewarding.

This property is the premier Gaming entertainment destination of Ottawa & features the hottest slot machines. Owned & operated by Hard Rock International, this electrifying casino destination boasts three delicious restaurants.

OUR COMMITMENT TO SERVICE:

We don't have customers, we have Guests.

Unparalleled Service isn't just a part of our mission statement at Rideau Carleton Casino; it's a commitment to each and every one of our current & future Guests.

Our team members spend their time making sure that every single one of our guests gets the rock star treatment, but the Rideau Carleton Casino family also rolls out the red carpet for our employees with competitive vacation, benefits, pension & a great work environment.

BENEFITS & PERKS:

We offer rockin' benefits that include Medical, Dental, Vision & Life Insurance options, generous Paid Time Off & much more

Additional Details: