Provides analytical and technical support for VIP functions including Player Contact System, Real Time Casino Marketing, and contact/relationship marketing strategy. Updates employees as to new policies and procedures and current/future property events. Stays informed and aware of all hotel functions and available amenities. Follows and enforces all department policies, i.e., dress code, customer relations, procedures, etc. Performs administrative duties as required, completes necessary reports, and other related assignments and projects in a timely fashion. Participates in the coordination and delivery of property promotions. Notifies the Director of Marketing and takes action to resolve severe problems immediately, i.e. system problems, customer issues, employee issues, etc. Responsible for on-going hiring and performance management for a team of highly talented service professionals to provide for efficient guest services, customer satisfaction and profitability. Role model excellence in service, inspiring your team through both Hollywood Casino St. Louis best practices. Provide regular feedback and coaching as well as annual and mid-year reviews for direct reports using available HR and performance management tools. Player Development activities and services that will attain acceptable levels of revenue by key segment. Redeems promotional giveaway mailings, vouchers, certificates and issues the awards/prizes/cash/gift for giveaways. SUPERVISORY RESPONSIBILITIES This job will have supervisory responsibilities. Responsible for staff development and training programs. Responsible for rewards and recognition program to maximize employee engagement. Evaluates team members within department and delivers constructive feedback to employees in regards to performance. Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs. Manages work procedures and expedites workflow. Responsible for employee performance (disciplining, coaching, counseling). BRING US YOUR BEST. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age. Bachelor's degree (B. A.) from four-year college or university; or minimum of three (3) years in a customer service leadership role and/or training; or equivalent combination of education and experience. Must have a minimum of two (2) years Casino Guest Service experience, including but not limited to Player Development, Slots, or Table Games. Two (2) years of hosting experience with adequate customer following preferred. Must have excellent verbal, written, and interpersonal skills. Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook). Strong client interface and presentation skills preferred. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Must have demonstrated ability to drive toward results.