📌 Core Information
🔹 Job Title: Director of Marketing Services
🔹 Company: Seneca Gaming Corporation
🔹 Location: Niagara Falls, New York
🔹 Job Type: Full-Time, On-Site
🔹 Category: Gaming & Casinos
🔹 Date Posted: June 26, 2025
🔹 Experience Level: 10+ years
🔹 Remote Status: On-Site
🚀 Job Overview
Key aspects of this role include:
- Directing reservations, communications, and guest services departments
- Promoting top-quality customer service and managing hotel revenue
- Overseeing butler operations and ensuring compliance with company policies
- Collaborating with various departments to forecast and establish group block requirements
ASSUMPTION: This role requires a high level of leadership, management, and customer service skills, with a focus on driving excellence in guest experiences and operational efficiency.
📋 Key Responsibilities
✅ Direct and coordinate reservations, communications, and guest services departments
✅ Establish and administer player rating systems and criteria management
✅ Research and implement innovative ways to improve guest satisfaction
✅ Prepare accurate reports, manage budgets, and ensure operational compliance
✅ Collaborate with various departments to manage transportation, suite assignments, and restaurant seating
✅ Maintain a clean, safe, and hazard-free work environment
✅ Participate in the company's Board of Review as needed
ASSUMPTION: This role involves a high level of responsibility and requires strong leadership, management, and organizational skills to effectively oversee multiple departments and ensure high-quality customer service.
🎯 Required Qualifications
Education: High school diploma required, Bachelor's degree or equivalent work experience preferred
Experience: Minimum of ten years of work experience, with at least five to seven years in reservations management, preferably in a 300-plus room hotel
Required Skills:
- Proven leadership and management skills
- Excellent communication and interpersonal skills
- Strong problem-solving and conflict resolution abilities
- Proficient computer skills
- Excellent customer service skills
- Ability to work under pressure and manage multiple tasks
- Familiarity with the gaming industry and hotel operations
Preferred Skills:
- Experience with butler operations and hotel revenue management
- Knowledge of IT systems and operational analysis
- Fluency in additional languages
ASSUMPTION: Candidates with a strong background in reservations management, leadership, and customer service are well-suited for this role. Experience in the gaming industry is highly preferred.
💰 Compensation & Benefits
Salary Range: $89,960.59 (negotiable based on experience and education)
Benefits:
- Competitive benefits package (details not specified)
Working Hours: Up to 60 hours per week, including on-call and accessibility 24/7
ASSUMPTION: The salary range provided is based on the company's listing. However, it is recommended to verify the salary and benefits package directly with the employer.
📌 Applicant Insights
🔍 Company Context
Industry: Gambling Facilities and Casinos
Company Size: 1,001-5,000 employees
Founded: 2002
Company Description:
- Operates world-class facilities offering more than 6,000 slot machines, 140 table games, 1,000 hotel rooms, a championship golf course, and other related amenities
- Employs over 4,000 people across three locations in Western New York
- Focuses on providing exceptional guest experiences and high-quality customer service
Company Specialties:
- Gaming and resort destinations
- Hospitality and spa services
- Culinary and advertising & marketing
Company Website: http://www.SenecaCasinos.com
ASSUMPTION: Seneca Gaming Corporation is a well-established company in the gaming industry, offering a wide range of career opportunities and focusing on providing exceptional guest experiences.
📊 Role Analysis
Career Level: Senior Management
Reporting Structure: This role reports directly to the company's management and oversees multiple departments, including reservations, communications, and guest services
Work Arrangement: On-site, with a flexible schedule that may include evenings, weekends, and holidays
Growth Opportunities:
- Potential for career advancement within the company
- Opportunities to develop and mentor enrolled Seneca Nation members for future senior management positions
- Chance to gain experience in various aspects of casino and hotel operations
ASSUMPTION: This role offers significant growth opportunities for candidates with strong leadership and management skills, as well as a passion for driving excellence in customer service.
🌍 Location & Work Environment
Office Type: Casino and hotel resort
Office Location(s): Niagara Falls, New York
Geographic Context:
- Niagara Falls is a popular tourist destination, offering a variety of attractions and activities
- The area has a humid continental climate, with warm summers and cold winters
- Niagara Falls is located near the Canadian border, offering easy access to international travel
Work Schedule: Flexible schedule, including evenings, weekends, and holidays
ASSUMPTION: The work environment is fast-paced, with a focus on providing high-quality customer service in a casino and hotel resort setting.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening
- In-person or virtual interview with hiring manager
- Background check and reference verification
- Job offer and onboarding
Key Assessment Areas:
- Leadership and management skills
- Customer service and communication abilities
- Problem-solving and conflict resolution skills
- Industry knowledge and familiarity with hotel operations
Application Tips:
- Highlight relevant experience in reservations management, leadership, and customer service
- Tailor your resume and cover letter to emphasize skills and experiences that match the job requirements
- Prepare for behavioral interview questions that focus on your problem-solving, leadership, and customer service skills
ATS Keywords: Reservations management, customer service, leadership, hotel operations, gaming industry, budget management, operational analysis, IT coordination, policy development
ASSUMPTION: The application process for this role is competitive, and candidates should be prepared to demonstrate their leadership, management, and customer service skills throughout the interview process.
🛠️ Tools & Technologies
- Hotel and casino management software
- Customer relationship management (CRM) systems
- Operational analysis and reporting tools
- Budgeting and financial management software
ASSUMPTION: Familiarity with hotel and casino management software, as well as operational analysis and reporting tools, is beneficial for this role.
👔 Cultural Fit Considerations
Company Values:
- Exceptional guest experiences
- High-quality customer service
- Teamwork and collaboration
- Integrity and professionalism
Work Style:
- Fast-paced and dynamic work environment
- Focus on driving excellence in customer service
- Collaborative and team-oriented culture
- Opportunities for career growth and development
Self-Assessment Questions:
- Do you have a proven track record of success in reservations management and leadership roles?
- Are you passionate about driving excellence in customer service and guest experiences?
- Do you thrive in a fast-paced, dynamic work environment?
- Are you committed to working collaboratively with a team to achieve common goals?
ASSUMPTION: Candidates who are strong leaders, excellent communicators, and passionate about driving excellence in customer service are well-suited for this role and the company's culture.
⚠️ Potential Challenges
- Managing multiple departments and ensuring high-quality customer service across all areas
- Working under pressure and managing a high-volume workload
- Adapting to a fast-paced, dynamic work environment
- Collaborating effectively with various departments and stakeholders
ASSUMPTION: This role presents unique challenges that require strong leadership, management, and customer service skills, as well as the ability to thrive in a fast-paced, dynamic work environment.
📈 Similar Roles Comparison
- Director of Guest Services (Casinos & Resorts)
- Director of Reservations (Hotels & Resorts)
- Director of Customer Experience (Various Industries)
ASSUMPTION: This role is unique to the gaming industry and requires specific experience in reservations management, leadership, and customer service within a casino and hotel resort setting.
📝 Sample Projects
- Implementing a new reservations management system to improve efficiency and guest satisfaction
- Developing and executing a marketing campaign to promote a new hotel or restaurant opening
- Conducting an operational analysis to identify areas for improvement and cost savings
ASSUMPTION: These sample projects demonstrate the range of responsibilities and initiatives that a Director of Marketing Services may undertake to drive excellence in customer service and operational efficiency.
❓ Key Questions to Ask During Interview
- What are the key priorities for this role in the first 90 days?
- How does this role collaborate with other departments and stakeholders to ensure consistent, high-quality customer service?
- What opportunities are there for career growth and development within the company?
- How does the company support work-life balance for employees in this role?
- What are the most challenging aspects of this role, and how can I best prepare to succeed in them?
ASSUMPTION: Asking thoughtful, insightful questions during the interview process demonstrates your interest in the role and your commitment to driving excellence in customer service and operational efficiency.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience in reservations management, leadership, and customer service
- Prepare for behavioral interview questions that focus on your problem-solving, leadership, and customer service skills
- Research the company and industry to demonstrate your knowledge and enthusiasm for the role
- Follow up with the hiring manager within one week of submitting your application to express your interest in the position
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
