Player Services Administrator

Job Description

As a Player Services Administrator, you will be responsible for supervising the activities of Player Services Representatives (PSRs), maintaining service standards, and ensuring compliance with all casino policies and gaming regulations. You’ll act as a key point of contact for guest interactions, staff training, and operational support, helping to create a welcoming and efficient gaming environment. This role requires strong leadership, communication, and organizational skills to manage multiple responsibilities without direct supervisory authority.

• Oversee daily supervision and scheduling of Player Services Representatives
• Monitor staff adherence to appearance, attendance, and conduct standards
• Verify and approve jackpots and cancel credits
• Resolve guest disputes professionally and escalate when necessary
• Conduct casino head counts during assigned shifts
• Train and evaluate new E-games personnel
• Perform coaching sessions and corrective actions for team members
• Recommend improvements to enhance employee and guest satisfaction
• Maintain knowledge of casino games, promotions, and amenities

• High School Diploma or GED required
• Minimum 1 year of casino operations experience or 3+ years in customer-facing supervisory roles
• Previous supervisory experience preferred
• Strong customer service, communication, and organizational skills
• Basic math proficiency and computer literacy (Excel, Word, Outlook)
• Ability to obtain and maintain a state-issued liquor license
• Completion of Alcohol Awareness training (CNE or equivalent)
• Ability to obtain and maintain licensing from the appropriate gaming authority
• Capable of standing and walking for extended periods and lifting up to 10 lbs.
• Willingness to work in environments with smoke, noise, and varied temperatures