SUPERVISOR - PLAYERS CLUB

The incumbent this position is Responsible for assisting the Player’s Club Manager in implementing, coordinating, and managing all Club programs in accordance with company directives. Duties will include enrolling members into the Player’s Club, embossing and issuing club cards, transporting supplies and forms, and assisting club members with questions, redemptions, and special requests.

Essential Duties

• Responsible for consistent execution of Player’s Club initiatives.
• Plans, schedules, and implements training of Rep – Player’s Club members on various Casino systems, department policies and marketing promotions. Focuses on meeting the monthly goals of email capture, phone capture and new member sign-ups.
• Maintains a strong knowledge of slot marketing programs regarding coin-in and table game ratings, comp issuance and patron response functions.
• Monitors daily operations of Player’s Club centers.
• Responsible for scheduling, directing performance appraisals, rewarding, and counseling team members.
• Responsible for addressing complaints and resolving problems both internal and external.
• Must provide and promote the highest level of guest service and outstanding guest relations.
• Works with the Promotions Manager to ensure one has a clear understanding of the kiosk program so that one can help update, maintain, and resolve issues.
• Assist in making reservations for guest requests including meals, drinks, tickets, etc.
• Will handle Player’s Club promotions and redemptions as applicable.
• Act as liaison between guests and management as relates to needs of guests’ complaints and concerns.
• Perform other duties as assigned

This knowledge and these abilities are typically acquired through a high school diploma or equivalent. Some demonstrated customer service experience and/or training or combination of education and experience required. Computer literate required. Good oral and written English communication skills with good phone etiquette mandatory.

SKILLS

• Strong leadership and interpersonal skills 
• Excellent interpersonal, oral and written communication skills.
• Meticulous, organized and accurate
• Extreme confidentiality.
• Familiarity with a variety of computer systems and applications.
• Be flexible to work varying shifts and time schedules as needed.
• Communicate effectively with all levels of employees and guests.
• Manage multiple details and tasks concurrently in a changing environment.
• Able to work effectively in a team environment.
• Analyze and think about how possible solutions impact on the entire operation.

PHYSICAL DEMANDS

• Ability to stand and sit for extended periods of time.
• Ability to walk distances.
• Ability to lift 30 to 40 lbs.
• 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. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.
• The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to excessive noise and constant exposure to general public.