Player Services Manager

Full House Resorts•Waukegan, IL

4d•Onsite

About The Position

This role oversees 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. The Player Services Manager will lead and oversee all Player Services (Players Club) operations to ensure an exceptional internal and external guest experience. They will develop, manage, and execute Player Services programs designed to grow membership, increase player loyalty, and support overall casino revenue objectives. This includes communicating and implementing current promotions, events, procedures, and operational updates to Player Services team members, and overseeing the maintenance, accuracy, and integrity of all Player Services databases, guest accounts, and related systems. The role also involves preparing, analyzing, and managing monthly and annual departmental reports including budget, payroll, enrollment, and performance metrics. Collaboration with the Director of Sales & Marketing is key for developing, implementing, and maintaining departmental policies, procedures, and service standards. The manager will oversee the distribution and control of guest win/loss statements, foster positive guest and employee relations, and partner with other departments to ensure Player Services employees are informed of casino-wide initiatives. Ensuring compliance of marketing activities with regulatory requirements and internal policies, and performing other related duties and special projects as assigned by management are also part of the role.

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 obtain and maintain all required gaming licenses and work authorizations.

Nice To Haves

Bilingual; Spanish preferred.
Previous Players Service Managerial experience.

Responsibilities

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.