Player Services Manager
About The Position
Our mission is to be Waukegan’s premier gaming and entertainment destination, known for exceptional hospitality and an outstanding guest experience. We are committed to investing in our team’s growth and well-being by providing career advancement opportunities and fostering a positive, enjoyable, and fulfilling workplace culture. As a company focused on excellence and continuous growth, we seek adaptable, coachable individuals who share our passion for hospitality and service. Join us and be part of Lake County’s fastest-growing industry, where your development and success matter. Who WE are looking for: We are seeking a motivated professional with strong customer service and managerial skills. The ideal candidate excels at building positive relationships with guests, team members, and the community. Excellent communication skills, professionalism, and the ability to lead by example are essential to ensuring a consistently positive experience for guests, vendors, and staff. What is expected of YOU: In this role, you will oversee daily staff operations while delivering exceptional guest service. Responsibilities include issuing Player Cards, promoting our loyalty program, and ensuring full compliance with all gaming regulations and company policies through the use of the SYNKROS system. Lead and oversee all Player Services (Players Club) operations to ensure an exceptional internal and external guest experience. Develop, manage, and execute Player Services programs designed to grow membership, increase player loyalty, and support overall casino revenue objectives. Communicate and implement current promotions, events, procedures, and operational updates to Player Services team members. Oversee the maintenance, accuracy, and integrity of all Player Services databases, guest accounts, and related systems. Prepare, analyze, and manage monthly and annual departmental reports including budget, payroll, enrollment, and performance metrics. Collaborate with the Director of Sales & Marketing to develop, implement, and maintain departmental policies, procedures, and service standards. Oversee the distribution and control of guest win/loss statements in accordance with company policy and regulatory requirements. Foster positive guest and employee relations while maintaining a professional, service-focused environment. Partner with other departments to ensure Player Services employees are informed of casino-wide initiatives that impact daily operations. Promote teamwork and collaboration within the department and across all casino departments. Ensure all marketing activities remain compliant with regulatory requirements and internal policies. Perform other related duties and special projects as assigned by management to support the overall success of the casino and marketing department. Supervisory Responsibilities: Directly supervise, coach, and develop a team of player services professionals. Assign tasks, set performance goals, and monitor progress to ensure departmental objectives are met. Provide ongoing training, mentorship, and performance feedback to support team growth and professional development. Conduct regular team meetings to communicate updates, share best practices, and encourage collaboration. Oversee scheduling, time management, and workload distribution for marketing team members. Address and resolve personnel issues in accordance with company policies and procedures. Foster a positive, inclusive, and high-performance work environment that aligns with American Place Casino’s values and service standards.
Requirements
- Bachelor’s degree in Marketing, Business, Hospitality, or related field (preferred).
- 1-3 years of experience in casino marketing or a related hospitality marketing role.
- Proficiency in guest service software and casino management software (SYNKROS preferred).
- Proficiency in Google Docs, Forms, Mail, Sheets, and Slides or similar software.
- Ability to initiate, follow-up on, and complete special projects as assigned.
- Excellent verbal communication skills necessary. Role involves discussing promotions with customers.
- Proficiency in multitasking.
- Ability to type and talk simultaneously while assisting customers.
- Strong computer skills essential.
- Must be able to sit, stand, or walk for extended periods of time throughout the shift.
- Ability to lift, carry, push, or pull up to 25 pounds as needed for event setup or marketing materials.
- Frequent use of standard office equipment, including computers, phones, printers, and copiers.
- Must be able to work in a fast-paced, sometimes noisy, casino environment with varying levels of lighting and temperature.
- Occasional travel within the region may be required for offsite promotions or training.
- Must be able to obtain and maintain all required gaming licenses and work authorizations.
Nice To Haves
- Bilingual; Spanish preferred.
- Previous Players Service Managerial experience.
Responsibilities
- Oversee daily staff operations while delivering exceptional guest service.
- Issuing Player Cards, promoting our loyalty program, and ensuring full compliance with all gaming regulations and company policies through the use of the SYNKROS system.
- Lead and oversee all Player Services (Players Club) operations to ensure an exceptional internal and external guest experience.
- Develop, manage, and execute Player Services programs designed to grow membership, increase player loyalty, and support overall casino revenue objectives.
- Communicate and implement current promotions, events, procedures, and operational updates to Player Services team members.
- Oversee the maintenance, accuracy, and integrity of all Player Services databases, guest accounts, and related systems.
- Prepare, analyze, and manage monthly and annual departmental reports including budget, payroll, enrollment, and performance metrics.
- Collaborate with the Director of Sales & Marketing to develop, implement, and maintain departmental policies, procedures, and service standards.
- Oversee the distribution and control of guest win/loss statements in accordance with company policy and regulatory requirements.
- Foster positive guest and employee relations while maintaining a professional, service-focused environment.
- Partner with other departments to ensure Player Services employees are informed of casino-wide initiatives that impact daily operations.
- Promote teamwork and collaboration within the department and across all casino departments.
- Ensure all marketing activities remain compliant with regulatory requirements and internal policies.
- Perform other related duties and special projects as assigned by management to support the overall success of the casino and marketing department.
- Directly supervise, coach, and develop a team of player services professionals.
- Assign tasks, set performance goals, and monitor progress to ensure departmental objectives are met.
- Provide ongoing training, mentorship, and performance feedback to support team growth and professional development.
- Conduct regular team meetings to communicate updates, share best practices, and encourage collaboration.
- Oversee scheduling, time management, and workload distribution for marketing team members.
- Address and resolve personnel issues in accordance with company policies and procedures.
- Foster a positive, inclusive, and high-performance work environment that aligns with American Place Casino’s values and service standards.
Benefits
- Medical, Dental, Vision
- Matches 50% of your contribution, up to 4% of eligible contribution
- Educational Tuition Reimbursement
- Ventra Program, EAP programs, etc.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
