Player Services Supervisor

Muckleshoot Casino Resort • Auburn, WA

8h • Onsite

About The Position

The Player Services Supervisor is a key representative of MCR, responsible for exemplifying company values and providing excellent guest service. This role involves supervising and training Player Services Representatives, managing player tracking disputes, and representing the Marketing Department on the casino floor. Key duties include creating schedules, monitoring attendance, approving PTO, and ensuring compliance with guest service goals and Standard Operating Procedures. The supervisor also controls and tracks inventory, maintains the Muckleshoot Rewards database, and keeps casino information current, including TV programming and machine locations. A significant part of the role involves coordinating, facilitating, and executing casino promotions and off-site events, including creating promotional rules, managing payouts, and assisting with advertising and collateral. Administrative tasks such as creating purchase requisitions, setting up vendors, and initiating check requests are also part of the job. The supervisor is expected to maintain a positive and safe work environment and report issues to management.

Requirements

• Two (2) years of Guest/Player Services experience, and Casino Promotions or related experience with at least one (1) year lead experience.
• One (1) year of gaming/hospitality industry experience.
• Public speaking experience.
• Computer training.
• Knowledge and skill using player tracking and relevant functional systems and application software.
• Knowledge of player rating criteria and benefits of Muckleshoot Rewards.
• Knowledge of regulatory, departmental, and company policies.
• Ability to perform the duties of the Player Services Representatives at an advanced level.
• Ability to adhere to regulatory, departmental, and company policies in addition to working with and maintaining confidential materials.
• Ability to communicate effectively, both orally and in writing.
• Ability to read, write, and speak English fluently.
• Ability to work effectively in a high volume, high-pressure, high-stress environment.
• Ability to receive and accept direction and instruction in a positive and cooperative manner.
• Ability to utilize portable radio or cell phone to be in constant contact with the Department, as needed.

Nice To Haves

• Experience with database marketing.

Responsibilities

• Be the face of MCR for new hires and team members; exemplify MCR’s values and set a great example by always demonstrating excellent guest service and professionalism.
• Supervise and monitor the training of newly hired Player Services Representatives while promoting positive guest relations.
• Represent the Marketing Department on the casino floor by answering guest questions and settling player tracking disputes.
• Create and update Player Services Representative files, schedules, and attendance trackers.
• Monitor and approve Player Services Representative requests for PTO and sign off on Muckleshoot Rewards timecards in accordance with established time & attendance practices and software.
• Communicate the latest information regarding current and future promotions, entertainment, food and beverage specials, and other Casino related news to assigned Player Services Representatives.
• Keep the Player Services Representatives up to date with all related Standard Operating Procedures (SOPs) and department training manuals.
• Verify Player Services Representatives are maintaining compliance with Guest Service Goals.
• Control and track inventory including Muckleshoot Rewards supplies and player promotional gifts, ensuring the quality of items are housed in applicable storage location and accuracy of item quantity. Oversee the handling, storage, and safekeeping of records, documents, and casino assets.
• Maintain the Muckleshoot Rewards database and guest accounts.
• Keep current and maintains TV scheduling/programming and keep up to date on all new machines along with their locations throughout Casino.
• Perform the duties of the Player Services Representatives as needed. Assist other departments with player redemptions and makes promotional announcements as necessary.
• Monitor Muckleshoot Rewards embosser, copier, and Boca printers, keeping them stocked and operating.
• Recommend correction action to the Player Services Manager/Asst. Mgr.; with approval and supervision, will prepare and administer corrective actions.
• Make sure all collateral on the casino floor is accurate and current. Ensuring Player Services Representatives change out, monthly collateral. Similarly, check all poster back-lights to make sure they are operational. If not, create a work order and monitor the completion of the work order.
• Ensure the cleanliness of the Player Services Desk.
• Coordinate, facilitate, and execute Casino promotions and off-site events/tradeshows.
• Create and coordinate promotional rules from beginning to end for approval and presentation to proper authorities.
• Coordinate accurate payout of guests for promotional drawings and tournaments.
• Utilize the Muckleshoot Rewards database and CMP to maximize and track promotions.
• Answer questions about the Casino and Muckleshoot Rewards.
• Assist and coordinate the creation of advertisements and collateral dealing with promotions.
• Maintain promotional files and historical information.
• Works with casino staff to ensure proper on-site and off-site representation and promotional coordination.
• Advise management of project tasks and assignments.
• Assist with negotiating, purchasing, and managing promotional inventory.
• Create purchase requisitions using Redrock.
• Set up vendors with vendor numbers through the finance department.
• Initiate check requests for approval when needed.
• Creates, maintains, and facilitates a positive and safe work environment; promotes positive team member relations and reports issues to the appropriate personnel.
• Perform other duties as assigned.

Benefits

• Competitive salary starting at $32.00/hr. with discretionary performance bonuses 2x a year!
• Fully paid medical, prescription drug, dental and vision coverage for you and competitive premiums for your dependents.
• Complimentary meals and covered team member parking.
• Employer-paid life insurance, long-term disability and accidental death and dismemberment coverage. Flexible Spending Account options for health care expenses.
• Company-paid gaming licenses (Class A & Class B)
• Variety of additional voluntary benefits and retirement plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees