Supervisor Player Services

Position Summary:

Oversees the shift operations of the Player's Club.

Job Title:

Supervisor Players Club

Department:
Players Club

Reports To:

Manager Players Club

FLSA Designation:
Exempt

License Type:
Gaming

Salary Range: $70,000-$85,000

Essential Job Functions:

* 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

* Have a proactive plan when problems arise (computer/kiosk failure, callouts, etc.)

* Resolve guest concerns and complaints promptly with accurate information. Finds answers when unclear

* Verifies valid/acceptable photo  accordance with the casino and NYSGC standards with every transaction

* Promote the success of the Players Club by explaining the program to guests and demonstrating the value and benefits of the club

* Maintain and safeguard the confidentiality of guest/player information;
Discuss confidential guest information only with appropriate department and division heads

* Maintain 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

* Spending the majority of the shift 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

* Take initiative to make decisions regarding department needs and look for answers when unclear

* Maintains open communications in order to keep the Manager informed of all pertinent information and/or irregularities

* Review the operations of each shift and make recommendations to improve operational efficiency and enhanced guest service

* Monitor player club functions to ensure that all areas are in compliance with departmental and New York State Gaming Commission procedures

* Monitor Player's Club to ensure that all guests are treated fairly and equitably

* Monitor Player's Club to ensure that all areas in public view are kept neat, clean and properly stocked

* Effectively manage department personnel through planning, directing, and assigning work; address team member complaints and resolve conflicts, provide coaching and counseling and disciplinary action as needed, give feedback on team member performance through the evaluation process and regular one-on-one meetings

* Participate in marketing events, special events and promotions as necessary

* Greet guests and distribute 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

Qualifications:

* Must possess 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.

* Prefer prior player club supervisory experience

* Must possess strong leadership and planning skills, demonstrating ability to handle multiple tasks

* Strong time management skills are a must. You are required to prioritize not only your time, but the time of those you supervise

* Must be 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

* Must have a 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

Working Conditions:

* Regularly required to see, talk and hear; use hands to finger, handle, or feel and reach with hands and arms; stand and walk

* Must occasionally lift and lift up to 25 pounds

* Frequently required to stoop, crouch or kneel

* Ability to interact with others while maintaining a courteous and positive demeanor