PLAYERS SERVICES SUPERVISOR

TWO KINGS CASINO Job Description POSITION: Players SERVICES Supervisor PAY RANGE: $21.
50 per hour FLSA Status: Full-Time Non-Exempt Description The Players Services Supervisor supervise all operations within the Concierge, Guest Recreation, and Player Rewards departments, ensuring that guest and player requests, questions, and needs are being met in a positive, efficient, and courteous manner.
Incumbent reports to Players Services Manager and Assistant Manager and is responsible for assisting with developing an environment that creates excitement for guests and team members, promoting and retaining a highly skilled work force.
In addition, the Player Services Supervisor also assists with the responsibilities for overall daily operations and development of Two Kings Casino player development and promotions programs.
This position creates an atmosphere that induces guests to make Two Kings Casino their choice of gaming entertainment; assists with actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service.
Perform other duties as assigned and adheres to all Gaming Regulations.
Responsibilities: Responsible for consistent execution of Player’s Services initiatives.
Assists with plans, schedules, and implements training of Rep Player’s Services 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, comp issuance and patron response functions.
Monitors daily operations of Player’s Services centers.
Assist with 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.
Assist with Player’s Services promotions and redemptions as applicable.
Act as liaison between guests and management as relates to needs of guests’ complaints and concerns.
Maintains up to date knowledge of all electronic gaming machines, player tracking systems, promotions, events, entertainment, and general property information.
Supervision of Player Services Team Members and any other participating within the scope of player development to deliver and execute player development activities (this includes coaching and any other improvement activity, engagement events including accompanied play, assessments, fittings, active marketing events and engagements, nontraditional events, etc.
Evaluates current operational practices and recommends strategy to improve efficiencies while understanding dynamic business operations Excellent organizational and project management skills; experience with Microsoft Office programs; superior oral, written and interpersonal communication skills; ability to function both independently and in a team-oriented unit environment Created 8.
01.
22 Accountable for your own understanding and compliance with all regulatory guidelines, submissions, policies, and procedures and ensuring the Guest Service and Player Rewards team members understand and comply.
Adhere to the marketing plan set forth by marketing leaders by implementing promotions and giveaways as directed and providing staff with the necessary information to achieve a successful event.
Develop log and maintain an efficient stock of materials necessary for the Guest Service and Player Rewards department.
Resolving guest complaints and issues in a timely manner.
Report all resolutions and issues to the Guest Service and Player Rewards manager.
Maintain strict confidential guidelines concerning all guest interactions and records.
Knowledge and ability to implement training, evaluation, and scheduling of Guest Service and Player Rewards team members.
Conduct employee-counseling and coaching sessions including corrective action and report information to the Guest Service and Player Rewards management team.
Adheres to all regulatory, company and department policies and procedures Perform other duties as assigned Qualifications High School Diploma or GED required.
Two years of progressively responsible supervisory experience in the guest service field.
Guest Service Supervisor in casino marketing experience preferred.
Experience in casino marketing systems preferred.
Equivalent combination of education and experience will be accepted providing the required skills and knowledge for successful performance.
Conduct all employee yearly reviews, goal requirements, and the necessary paperwork in a timely manner.
Ability to work with minimal supervision, be detail and result-oriented, maintain a high level of accuracy and integrity, and have excellent time management skills Working knowledge of Microsoft Word, Excel, Access, and PowerPoint.
Basic computer skills including word processing, spreadsheets, database, and POS system preferred.
Must possess basic math skills.
Must role model company guest service program.
Perform other duties as assigned.
Ability to learn company-wide Marketing system, including setup, execution, and reporting/interpretation of promotions Must have ability to multi-task and work under pressure with quick problem-solving skills.
Must be able to work flexible schedules, including nights, weekends and holidays may be required.
Must be at least twenty-one (21) years of age.
Must be able to obtain a gaming license.
Physical Requirements Ability to lift up to 30 lbs.
Ability to work quickly and efficiently in a fast-paced environment.
Ability to sit, stand, walk, bend, reach, kneel, climbing on a step stool, and lifting.
Visual acuity and hearing.
Ability to move between hot, noisy, and conditions of bar and climate-controlled dining environment.
Created 8.
01.
22 Noise level may be moderate to high during busy times.
Catawba Indian Nation exercises INDIAN PREFERENCE Native American Indian preference shall apply to this position pursuant to the Indian Self-Determination and Education Assistance Act (24 U.
S.
C.
450, et seq.
), 25 CFR 271.
44 and other relevant laws (title 25, U.
S.
code, Section 472 & 473) EOE/AA: Minorities/Females/Veterans/Disabled