Supervisor, Players Club

Introduction

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our full list of Team Member Benefits please visit our career site:

• The Players Club Supervisor is responsible for oversees all of the Player's Club Leads and Representatives who solicits and identifies new gaming customers for the Players Club program.
• They also maintain customer information assuring the highest standards of data entry.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving 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.
• This includes attending Hard Rock customer service and supervisor training and making sure your subordinates attend the appropriate training classes as well.
• Maintains confidentiality of information and agree to and sign 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.

• High School Diploma, GED, or equivalent required.
• HA 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.
• 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.

• Duties and responsibilities are typically performed on the Casino Floor in a fast-paced, guest-smoking environment, with constant exposure to general public and excessive noise.
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell.
• The employee must frequently lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust…