Player Services Supervisor

Position Summary:

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. Supervises the Marketing Ambassador by having clearly defined objectives, goals, schedules and actions. This position is also responsible for assisting the operation and execution of all Marketing functions, including but not limited to Drawings, Gift Giveaways, Entertainment and Free Play Giveaways.

Essential Duties and Responsibilities:
• Responsible for all Marketing Ambassador assignments as applicable.
• Maintain a working knowledge of Top Tier guests, utilizing the Rush Rewards program to cultivate close ties with guests to build loyalty.
• Anticipates, responds to, and consistently meets or exceeds the needs of guests including, but not limited to, F&B, special event, transportation and accommodation arrangements
• Responsible for assisting in the operation and execution of all Marketing programs, including but not limited to all drawings, gift giveaways, entertainment and free play giveaways.
• Responsible for supervising all aspects of the Rush Rewards Team Members.
• Responsible to assist the Mktg Ops with all operation and execution of all Marketing programs, including but not limited to all drawings, gift giveaways, entertainment and free play giveaways
• Responsible for assisting the Mktg Ops with all aspects of the Rush Rewards loyalty club and team.
• Provides all guests with undivided attention, providing the best possible service while maintaining boundaries.
• Work with Marketing to better serve guests and assist in resolving guest concerns/complaints when necessary.
• Work closely with Gaming Departments and Marketing personnel to ensure problem-free coordination of tasks associated with special events and promotions.
• 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.
• Resolve guest concerns and complaints promptly with accurate information. Finds answers when unclear.
• Complimentary privileges within prescribed limits in accordance with the approved Comp Matrix.
• Responsible for ensuring training/retraining all team members in the Marketing Ambassador Role.
• 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. (Team Member, Vendor, Product)
• Must be thoroughly trained and have a full understanding of various computer systems and their software including but not limited to Microsoft Office, Google Suite, Access and POS Systems.
• Responsible for scheduling in order to provide the most efficient guest service possible.
• When guest volume exceeds staffing levels, Supervisors are required to work in all areas or at a computer when not resolving guest or team member issues.
• Maintains open communications in order to keep the their leader informed of all pertinent information and/or irregularities.
• Scheduled to assist and/or execute promotions and events as assigned. This includes, but is not limited to gift giveaways, live shows, drawings, emceeing, training and overseeing assigned Team Members, adhering to all compliance and Standard Operating Procedures, and coordinating with other departments as necessary.
• Assist and/or oversee advance event set-up and post event wrap-up, including marketing kiosk system, operations and logistics, signage, and reporting.
• Review the operations of each shift and make recommendations to improve operational efficiency and enhanced guest service.
• Monitor Marketing functions to ensure all guests are treated fairly and equitably and that all areas are in compliance with departmental and PGCB procedures.
• 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
• Process reports and summaries for all areas as requested.
• Performs additional duties as directed.

Minimum Qualifications (Knowledge, Skills, and Abilities):
• Must possess outstanding interpersonal communication skills (verbal and written) to effectively interface with guests and Team Members.
• Must be able to remain professional and tolerate stress related to servicing public guests in a high pressure and fast-paced environment on the Casino gaming floor.
• Must possess strong leadership, prioritization, and planning skills, demonstrating the ability to handle and prioritize multiple tasks.
• Must be able to learn and retain knowledge of computer systems and software (including, but not limited to Microsoft Office, Google Suite, Micros, and player tracking/ casino management software), procedures and regulatory requirements.
• Must be able to constantly and accurately communicate effectively and politely in spoken English with Team Members and guests to answer questions, provide information and check for guest satisfaction or Team Member understanding.
• Must be able to successfully fulfill the pre-employment process.
• Must be able to work flexible shifts and days of the week including holidays.
• Must obtain and maintain all necessary licensing.