Supervisor, Players Club

Hard Rock Hotel & Casino Ottawa•Tampa, FL

4d•Onsite

About The Position

The Players Club Supervisor is responsible for overseeing all of the Player's Club Leads and Representatives who solicit and identify new gaming customers for the Players Club program. They also maintain customer information, assuring the highest standards of data entry. This role involves managing staff, promotions, and ensuring compliance with gaming laws, while working closely with various departments to resolve player and inter-departmental challenges. The supervisor also assists the Player's Club Manager with equipment, supplies, and training, and supports Hard Rock's customer service standards.

Requirements

High School Diploma, GED, or equivalent required.
Must possess the ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
Must display commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
Must be able and willing to work flexible schedules, to include evenings, weekends and holidays.
Must possess a strong knowledge of CMP and GHS systems and must be proficient in Microsoft Excel, Access, and Word.
Candidates are required to obtain gaming licensure by successfully completing a background check with Seminole Gaming Compliance and Regulations, prior to beginning employment. These background checks may include, but are not limited to: Credit Check, Criminal Background Check, Drug Screen.

Nice To Haves

A college degree preferred and/or combination of education and work experience.
1-3 years of casino marketing or slot host experience preferred or 1-3 years of customer service supervisory experience.

Responsibilities

Oversees all of the Player's Club Leads and Representatives who solicits and identifies new gaming customers for the Players Club program.
Maintains customer information assuring the highest standards of data entry.
Interviews, hires, and trains employees; plans, assigns and directs work; appraises performance; rewards and disciplines employees; addresses complaints and resolves problems.
Maintains staff schedule to optimize service levels and maintain fiscal responsibility.
Ensures that all scheduling deadlines are met on a weekly basis.
Ensures compliance with State, gaming and Tribal laws.
Manages Player’s Club promotions and redemptions, including but not limited to gift days and free play offers.
Ensures Player’s Club Reports are processed and maintained.
Ensures comps and prize redemptions are issued in accordance with Hard Rock guidelines with the proper controls, auditing, surveillance and coordination in place.
Assists in the resolution of player and cross department challenges through interaction both on the casino floor and off.
Works closely with Player Development, slot department, table games department, and guest services / call service center.
Assists Player’s Club Manager with all Player’s Club activities including Player’s Club equipment ordering, installation and training.
Assists Player’s Club Manager with Player’s Club equipment maintenance, ordering of supplies and printed materials/cards.
Meets and greets players on floor, at special events and at promotions.
Monitors slot marketing systems and performance.
Supports and maintains Hard Rock courtesy guidelines and ensure subordinate participation.
Attends Hard Rock customer service and supervisor training and makes sure subordinates attend the appropriate training classes as well.
Maintains confidentiality of information and agrees to and signs the Hard Rock confidentiality agreement.
Responsible for maintaining a clean, safe and hazard free work environment.
Must be familiar with and follow, exactly, the secret shopper criteria.
Perform other duties as assigned.