Player Services Supervisor

Job Summary:

Oversees the shift operations of Rush Rewards (Primary Team Players Services, Secondary Support from Ambassadors).

Shift: Day 11:00am- 7:30pm, Swing 4:30pm- 1:00am, On-Call

Supervisory Responsibilities:

• Yes, will supervise Senior Player Services Representatives, Player Services Representatives, and Marketing Ambassadors.

Duties/Responsibilities:

• Oversees the shift operations of Rush Rewards
• Responsible for ensuring an environment that promotes positive guest and team member experiences 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.
• Maintain a proactive approach to problem-solving and conflict resolution.
• Resolve guest concerns and complaints promptly with accurate information. Seeks answers when unclear.
• Verifies valid/acceptable photo ID in accordance with the casino and Virginia Lottery standards with every transaction.
• Drive membership in the Players Club by articulately explaining program features and showcasing exclusive member benefits to guests.
• Maintain and safeguard the confidentiality of guest/player information; Discuss confidential guest information only with appropriate department and division heads.
• When guest volume exceeds staffing levels, Supervisors are required to work a computer when not resolving guest or team member issues.
• 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 enhance guest service.
• Monitor player club functions to ensure that all areas are in compliance with departmental and Virginia Lottery Gaming 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 one-on-one meetings.
• Give feedback on team performance to the manager for the evaluation process.
• Participate in marketing events, special events, and promotions as necessary.
• Ensures new guests are entered into the system and prints player's cards as needed.
• Assists special events and marketing promotions.
• Assists the marketing team with special events check-ins and other promotions.
• Performs additional duties as directed.
• Process Win/Loss ensuring accuracy of paperwork and identification.
• Coordinate with Bus Tour Leader future visits at the direction of Player Services Manager and Director of Casino Marketing and/or Player Development.
• Communicates with the property specifics of future visits and available promotions specific to the bus.
• Communicate with the database team to create group incentives.
• Ensure all cards and promotions are prepped in advance.

Minimum Education and Experience Requirements:

• High school diploma or general education degree (GED).
• Must be 21 years of age or older.
• Prior player's club supervisory experience preferred
• Previous supervisory experience in a customer relations/marketing position is essential.

Certifications, Licenses, and/or Registrations:

• Gaming license/registration as required by jurisdiction(s).

Knowledge, Skills, and Abilities:

• Must have a working knowledge of the casino industry.
• Ability to operate a variety of office machinery.
• Ability to be a TEAM player.
• Ability to successfully fulfill the pre-employment process.
• Ability to obtain and maintain all necessary licensing.
• Must possess outstanding interpersonal communication 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.
• Must possess strong leadership and planning skills, demonstrating the 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 Google Suites.

Physical Requirements:

• 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.
• Ability to work flexible shifts and days of the week, including weekends and holidays.
• Ability to work in an environment with moderate to loud noise, bright lights, smoke, and dust.