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 ID in 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