Community Manager Bilingual

Description

Job Overview

Within Wind Creek Casino, the Community Manager is responsible to and for the members (on-line or on-site) of this community. The Community Manager is responsible for the management of the Trust Relationship Cycle. The Community Manager is the primary lead between members and management of the online community. The Community Manager assures that on-site activities and resources necessary to support Wind Creek Casino are available and ready upon entry of members to a property. The Community Manager facilitates the ability of members to organically grow the Hub through their own interests and initiatives, and aids identified Brand Advocates to grow their influential worth.

Purpose

Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

Duties And Responsibilities

• Acts as the key trust and relationship builder in the virtual community and actively manages the Trust Relationship Cycle
• Determines and employs an appropriate communication tactic in both verbal and written communications
• Serves as and manages the key point of contact for inbound requests & connect with relevant department leads to facilitate a meaningful response
• Engages with customers, provides meaningful response(s) to their requests and needs and engages in dialog both in public and in private where appropriate
• Creates conditions within the virtual community that discourage anonymity
• Mediates disputes within the virtual community
• Identifies, elevates, and amplifies brand advocates
• Identifies, embraces, and defuses detractors
• Shapes editorial for outbound messaging within the virtual community
• Works with multiple internal stakeholders to constantly plan, schedule, create, publish content and follow up with community members on a daily basis
• Authors blog posts and participate in group discussions to communicate and reinforce key messaging, offers and feature across the virtual community
• Escalates issues, observations, opportunities, and insights to the executive team
• Other jobs and duties as assigned

Job Requirements

(Please Ensure You Meet The Listed Requirements Prior To Applying)

• High School Diploma or GED or currently enrolled and successfully complete a GED program within six (6) months from start date as a condition of continued employment- required
• Must be 21(twenty-one) years of age or older- required
• Proficiency with Microsoft Office products; Outlook and Word (a skills test will be administered and must pass with a 70% pass rate)- required
• Demonstrated ability to articulate thoughts both verbally and in writing using proper grammar and sentence structure; a typing test will be administered with a 25 WPM pass rate- required
• Ability to speak fluently in both Spanish and English (Bilingual)– required
• Six (6) months of customer service experience - required
• One (1) year work experience in CMP or two (2) years’ work experience with an equivalent guest/data tracking tool – preferred
• Working knowledge of Opera, Open Table and Open Course - preferred
• Prior work experience or training in advertising, PR, online marketing or similar field-
• Experience working with popular social media tools such as Facebook, Twitter, Pintrest, et.al.
• Demonstrated ability to conceive and implement ideas in an ambiguous environment absent explicit directive
• Demonstrated ability to effectively share your ideas with others
• Demonstrated ability to stay up-to-date on new and fun things from diverse sources and disciplines that are for web savvy users as well as everyday people
• Demonstrated ability to show that your ideas are analytically sound
• Demonstrated ability to identify risks and opportunities in user generated content
• Outstanding organizational skills and ability to handle multiple projects simultaneously while meeting deadlines
• Must be willing to solve people’s problems
• Must be willing to proactively enhance the customer experience
• Must be willing to work hard and enjoy learning
• Must thrive on the excitement of working as part of a goal-oriented team
• Must be an independent, creative self-starter who loves running with things while keeping other stakeholders in the loop
• Ability to communicate results to management and in a fast paced environment
• Must be willing to travel and participate in training as recommended or required
• Must have a Tribal Gaming License (or the ability to obtain and maintain a license) is required for this position
• Must have a Pennsylvania Gaming License (or the ability to obtain and maintain a license) is required for this position
• Must have willingness and ability to work in a smoke/secondary smoke environment
• Must be willing to work odd and irregular hours including nights, weekends and holidays.

Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.