Player Services Manager

TSG Developments Investments Inc.•Hallandale Beach, FL

15h•$0 - $84,000•Onsite

About The Position

Oversee all aspects of the guest experience efforts made by the Players Club and Casino Host Team, for all Gulfstream guests.

Requirements

Two years prior experience in the hospitality/customer service industry
Three years’ experience in the following: supervision/management, goal setting and strategy development, budget development
Ability to obtain and maintain a valid Florida gaming license
Ability to resolve problems in a diplomatic and tactful manner
Must be able to work effectively with peers, staff members, and regulatory agency personnel.
Strong computer skills to include effective working knowledge of Microsoft Office Products.
Strong written and oral communication skills required.
Ability to solve problems and deal with a variety of situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Nice To Haves

One to two years of work experience in a job dealing in person and on the telephone directly with guests would be preferable.

Responsibilities

Responsible for the daily operation of the Champions Club and Player Development.
Oversees a staff of 2 Players Club Supervisors, 1 Lead Club Rep, 3 Club Reps. and Casino Host team.
Exercises full complimentary authority and assure patron satisfaction.
Assures that the Champions Club Supervisors are performing all their responsibilities to include scheduling, employee discipline, payroll and inventory.
Handle supply orders and invoice payments.
Handle customer issues via phone, email or in person and guarantee that the guests are receiving the highest levels of customer service.
Troubleshot inconsistencies with the slot rating system.
Support development of player database.
Develop and implement player development activities for slot players.
Responsible for the implementation of Player Development quarterly goals, such as the revenue, booking special events, telemarketing efforts and consistently meeting with individual hosts to update progress.
Conduct on/off-site events and promotional parties to maintain customer loyalty and to obtain new business.
Liaises with Casino Marketing to determine and assist with the execution of promotional programs to include monthly sweepstakes, slot tournaments, promotions, and gift giveaways.
Review and ensure that all processes are completed in compliance with internal controls.
Promotes and maintains the utmost integrity and the highest caliber of guest service and respect to all patrons and Gulfstream employees.
Maintains a clean and safe work environment and complies with safety procedures including use of required safety equipment and identifies unsafe practices or conditions.
Perform other duties as assigned.
Responsible for training new or existing employees on job responsibilities; documenting safety related issues and concerns; ensuring employees are appropriately trained in recognizing safety hazards; partaking in accident/incident investigations; addressing safety issues or unsafe working conditions; creating, implementing, and communicating safety initiatives for the department.