Players Club Shift Manager

Angel Of The Winds Casino Resort • WA

79d • $25

About The Position

At Angel Of The Winds Casino Resort, we require all Team Members to provide exceptional guest service with a positive and out-going attitude. We value all guests and Team Members through our guiding values; Welcoming, Engaged, Accountable, Customer Experience, and Team. We have a commitment to understand, define, and deliver what our guests want and represent our company by being professional and courteous to all.

Requirements

• Exceptional guest service skills required.
• Casino experience preferred.
• Minimum of two years’ supervisory experience and/or training; or equivalent combination of education and experience.
• Previous hospitality, retail and/or event planning experience preferred.
• Exceptional organizational, communication, leadership and interpersonal skills.
• Ability to assist in establishing procedures for the effective implementation of the Guest Services Manager’s directives.
• Ability to interact positively with guests and solve guest problems.
• Skills in identifying and resolving administrative problems under pressure conditions.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Must have strong customer service skills and a background in Telemarketing, Room Reservations, VIP Services or Casino Services preferred.
• High call volume or multi-line phone data entry/typing skills are strongly preferred.
• Ability to follow directions with minimal supervision.
• Knowledge of proper telephone etiquette.
• Must be customer service oriented and have excellent verbal and written communication skills with the ability to multi-task and work independently.
• Ability to work in a challenging environment dealing with sensitive issues and maintain confidentiality with strong attention to detail and excellent problem solving, organizational, and time management skills.
• Ability to maintain professional, courteous, and effective working relationships with all levels of the organization and outside business contacts.
• Proven intermediate skills in Windows, MS Office Programs (Word, PowerPoint, Excel), and experience with database systems.

Responsibilities

• Supervises and implements promotions, preferred player events and other casino events or promotions.
• Interacts with guests to increase awareness of the Players Club and other casino promotions.
• Monitors activity to ensure guest satisfaction and adherence to applicable policies, rules, and regulations.
• Oversees event ticket sales in accordance with gaming regulations and internal control standards.
• Provides input and assists in the planning and development of gaming promotions.
• May assist in specialized services to tour groups and VIP guests.
• Assists with evacuation plans and routes.
• Manages priorities and assignments of staff, including shift coverage and work schedules for Players Club and Event Coordinators.
• Handles complaints and refers unresolved issues to immediate manager.
• Conducts job applicant interviews and assists with the hiring of new staff.
• Evaluates staff performance and rewards or disciplines staff as necessary.
• Coaches, counsels and assists in career development of staff in the areas of guest service, hospitality, policies and procedures.
• Maintains a high level of professionalism, teamwork, and competence in the staff.
• Assists in assessing, creating, and implementing staff training programs.
• Assists with monitoring and making recommendations for the adjustment of staffing levels.
• Contributes in staff meetings of operations personnel, or confers with subordinate personnel to discuss operations problems or explain procedural changes or practices.
• Participates in formulating and administrating company policies and developing long-range goals and objectives for the Guest Services Department.
• Accurately completes paperwork and maintains logs.
• Assists gaming and other departments as needed.
• Monitors Players Club areas for minimal accidents and incident reports.
• Ensures compliance with Tribal, State, Federal, and NIGC regulations.
• Ensures control/protection of company assets.
• Work nights, weekends and holidays as required.
• Performs other duties as assigned.
• Oversees and assists all activities of the Players Club/Call Center.
• Helps hire and develop staff in the areas of Core Values, customer service, hospitality and policies and procedures.
• Oversee the daily process to ensure guest satisfaction by consistent delivery of both product quality and service in a prompt and courteous manner.
• Serves as a first point of contact for internal and external guests.
• Answers and directs incoming calls to appropriate individuals and/or departments.
• Takes reservations along with other requests from Casino and Hotel guests.
• Remains up to date on Casino promotions, events, Club benefits, and Food & Beverage offerings.
• Upholds the Resort’s commitment to hospitality.
• Performs outbound calls to guests to confirm reservations while informing the guest of any current promotions.
• Uses persuasive selling techniques to sell rooms and to promote other services of the hotel and casino.
• Maintain patience and composure while exemplifying excellent guest service with upset, angry, and/or frustrated guests using compassion and empathy.
• Partners and helps resolves unusual occurrences or requests.
• Respects guest privacy and maintains confidentiality.
• Acts as a backup for the Player Development Team and will issue comps based on play.
• Creates, implements, and executes casino promotions.
• Communicates with all departments regarding all casino events and promotions.

Benefits

• Starting Wage: $25.25/hr

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level