Customer Relations Manager

Location

Ottawa, ON | Canada

Job description

Under the direction of the Director of Marketing, the Customer Relations Manager and their team are responsible for providing excellent customer service and maintaining good
public relations at our gaming facility in all guest facing areas.

• Responsible for managing the customer relations employees, including training, hiring, scheduling, supervising and evaluating.
• Works closely with the Marketing Director, Database Specialist and PD Manager in the development and execution of site
and corporate marketing plans, including promotions, loyalty and player development programs, and site entertainment
programs.
• Manages rock shop/coat check team and valet
• Understands the need to work during peak periods and that the customer experience is the priority in all we do.
• Responsible for developing and controlling departmental budget. Providing explanations for variances.
• Work in a fast paced environment with attention to detail while balancing multiple priorities, strong time management skills and
project management capabilities related to short timelines and reporting
• Reports results of past site promotions and develops strategies for improvement to stakeholders.
• You will lead your team in compliance with Alcohol and Gaming Commission of Ontario (AGCO) regulations and all applicable
laws, policies and procedures.
• Responsible for consistent growth of guest service scores through surveys and other customer touch points. Overall
management of the survey platform.
• 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 performance improvement plans 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.

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 MCMP, EBS or other casino loyalty platforms
• Good interpersonal, organizational and multi-tasking 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 one-on-one and small group situations to customers, clients, and other employees
  of the organization.
• Bilingual in French is a strong advantage and preferred, with fluency in written and spoken communications

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, fast-paced 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! 

Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

Please contact Human Resources at [email protected] if you require accommodation at any time throughout the hire process. 

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Salary