Supervisor Player Services
About The Position
Oversees the shift operations of the Player's Club. Responsible for ensuring an environment that promotes positive guest and team member relations to increase loyalty. Provides effective leadership to ensure guests receive friendly, efficient and accurate services and information. Maintains operational procedures for quality standards to ensure maximum guest service and cost effectiveness. Has a proactive plan when problems arise (computer/kiosk failure, callouts, etc.). Resolves guest concerns and complaints promptly with accurate information. Finds answers when unclear. Verifies valid/acceptable photo ID in accordance with the casino and NYSGC standards with every transaction. Promotes the success of the Players Club by explaining the program to guests and demonstrating the value and benefits of the club. Maintains and safeguards the confidentiality of guest/player information; discusses confidential guest information only with appropriate department and division heads. Maintains accurate personnel and departmental files. Ensures there is sufficient workforce available to provide the most efficient guest service possible. When guest volume exceeds staffing levels, Supervisors are required to work a computer when not resolving guest or team member issues. Spends the majority of the shift observing Representatives and giving necessary feedback to improve performance. Assists Representatives by stepping in to resolve guest disputes/concerns. Passes guest concerns to VIP services when necessary/applicable. Takes initiative to make decisions regarding department needs and looks for answers when unclear. Maintains open communications in order to keep the Manager informed of all pertinent information and/or irregularities. Reviews the operations of each shift and makes recommendations to improve operational efficiency and enhanced guest service. Monitors player club functions to ensure that all areas are in compliance with departmental and New York State Gaming Commission procedures. Monitors Player’s Club to ensure that all guests are treated fairly and equitably. Monitors Player’s Club to ensure that all areas in public view are kept neat, clean and properly stocked. Effectively manages department personnel through planning, directing, and assigning work; addresses team member complaints and resolves conflicts, provides coaching and counseling and disciplinary action as needed, gives feedback on team member performance through the evaluation process and regular one-on-one meetings. Participates in marketing events, special events and promotions as necessary. Greets guests and distributes offers as they exit their bus at the casino. Ensures new guests are entered into the system and prints player’s cards as needed. Assists special events and marketing promotions. Ensures promotional give away and inventory is unpacked and ready to be distributed prior to the event. Assists the marketing team with special events check-ins and other promotions. Performs additional duties as directed.
Requirements
- Outstanding interpersonal communications skills (verbal and written) to effectively interface with guests and team members
- Ability to remain professional in stressful situations
- Ability to withstand high pressure, fast-paced environments
- Previous supervisory experience in a customer relations/marketing position is essential
- Strong leadership and planning skills, demonstrating ability to handle multiple tasks
- Strong time management skills are a must
- Thoroughly trained and have a full understanding of various computer systems and their software, including, but not limited to Microsoft Excel and Microsoft Word
- Meet attendance guidelines of the position; available to work various shifts and days, including weekends and special events/promotions
- Full working knowledge of the casino industry
- Ability to operate a variety of office machinery
- Ability to communicate with team members and guests
- Ability to be a TEAM player
- Ability to successfully fulfill the pre-employment process
- Must be able to lift and/or move objects of 25 lbs.
- Ability to obtain and maintain all necessary licensing
Nice To Haves
- Prior player club supervisory experience
Responsibilities
- Ensuring an environment that promotes positive guest and team member relations to increase loyalty
- Providing effective leadership to ensure guests receive friendly, efficient and accurate services and information
- Maintaining operational procedures for quality standards to ensure maximum guest service and cost effectiveness
- Having a proactive plan when problems arise (computer/kiosk failure, callouts, etc.)
- Resolving guest concerns and complaints promptly with accurate information
- Verifying valid/acceptable photo ID in accordance with the casino and NYSGC standards with every transaction
- Promoting the success of the Players Club by explaining the program to guests and demonstrating the value and benefits of the club
- Maintaining and safeguarding the confidentiality of guest/player information
- Maintaining accurate personnel and departmental files
- Ensuring there is sufficient workforce available to provide the most efficient guest service possible
- Observing Representatives and giving necessary feedback to improve performance
- Assisting Representatives by stepping in to resolve guest disputes/concerns
- Passing guest concerns to VIP services when necessary/applicable
- Taking initiative to make decisions regarding department needs
- Maintaining open communications to keep the Manager informed of all pertinent information and/or irregularities
- Reviewing the operations of each shift and making recommendations to improve operational efficiency and enhanced guest service
- Monitoring player club functions to ensure compliance with departmental and New York State Gaming Commission procedures
- Monitoring Player’s Club to ensure all guests are treated fairly and equitably
- Monitoring Player’s Club to ensure all areas in public view are kept neat, clean and properly stocked
- Effectively managing department personnel through planning, directing, and assigning work
- Addressing team member complaints and resolving conflicts
- Providing coaching and counseling and disciplinary action as needed
- Giving feedback on team member performance through the evaluation process and regular one-on-one meetings
- Participating in marketing events, special events and promotions as necessary
- Greeting guests and distributing offers as they exit their bus at the casino
- Ensuring new guests are entered into the system and printing player’s cards as needed
- Assisting special events and marketing promotions
- Ensuring promotional give away and inventory is unpacked and ready to be distributed prior to the event
- Assisting the marketing team with special events check-ins and other promotions
- Performing additional duties as directed
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
