Players Services Supervisor (64492)

Job Summary Catawba Two Kings Casino is searching for an outgoing Player’s Service Supervisor to join our growing team. This role will supervise Player’s Services team members on property and at offsite events. The supervisor ensures player requests, questions, and needs are met in a positive, efficient, and courteous manner. The incumbent reports to the Player’s Service Manager and Assistant Managers, supporting initiatives of Player Development, Marketing, Promotions, Data Analytics, and compliance departments. This position creates an environment where guests choose Catawba Two Kings Casino for gaming entertainment. Responsibilities Consistent execution of Player’s Services initiatives. Assist with planning, scheduling, and implementing departmental and property training on casino systems, department policies and marketing promotions. Maintain strong knowledge of slot and table games and loyalty marketing programs. Serve as a Customer Service liaison for the property. Ensure Player’s service meets and exceeds departmental KPIs and sign‑up targets. Understand marketing terminology and guest play including win/loss, comp issuance and patron response functions. Monitor daily operations of Player’s Services centers. Address complaints and resolve problems with internal and external guests. Promote the highest level of guest service and outstanding guest relations. Work with the Promotions Specialist to ensure clear understanding of all promotions. Maintain enrollment kiosks, help update and resolve issues. Assist in making reservations for qualified players based on their level of play. Assist with Player’s Services promotions and redemptions as applicable. Act as liaison between guests and management regarding customer requests, complaints, and concerns. Maintain up‑to‑date knowledge of all electronic gaming machines, player tracking systems, promotions, events, entertainment, and general property information. Evaluate current operational practices and recommend strategies to improve efficiencies. Show excellent organizational and project management skills. Understand and comply with all regulatory guidelines, submissions, policies, and procedures. Function as a mentor for Player Services employees. Resolve guest complaints and issues in a timely manner. Maintain strict confidentiality guidelines concerning all guest interactions and records. Implement training, evaluation and scheduling of Guest Service and Player Rewards team members. Conduct employee evaluations, coaching and counseling, issue progressive discipline including corrective action, and report information to the Player’s Services management team. Oversee and supervise telemarketing initiatives. Perform other duties as assigned. Safeguard the confidential nature of all departmental and company records. Demonstrate commitment to ensuring responsible gaming and responsible alcohol service by escalating situations appropriately. Ensure compliance with all regulatory practices and conduct in accordance with Gaming Commission and Catawba Indian Nation Gaming Authority policies and procedures. Qualifications High School Diploma or GED required; bachelor’s degree preferred. Minimum of two years’ progressive supervisory experience in the casino field. Guest Service Supervisor experience in casino marketing preferred. Basic computer skills including Word, Excel, PowerPoint; experience with casino systems preferred. Must be able to obtain and maintain a valid Catawba Gaming License. Must be at least twenty‑one (21) years of age. Knowledge, Skills & Abilities Proven history of productive situational de‑escalation. Ability to remain calm in a stressful, high‑volume environment. Ability to work with minimal supervision. Basic math skills. Excellent oral, written and interpersonal communication skills. Ability to function independently and collaboratively. Role model company guest service program. Ability to learn company‑wide marketing systems and interpret promotions reporting. Multi‑task and work under pressure with quick critical thinking skills. Flexible schedules, including nights, weekends and holidays as required. Follow verbal and written instructions. Communicate both verbally and in writing. Work an alternate schedule as needed. Work in a loud fast‑paced environment; may occasionally be exposed to secondhand cigarette smoke. Physical Requirements Perform duties that require reaching with hands and arms; bending to open/use lower drawers or cabinetry; talking, hearing, and seeing. Prolonged periods of sitting at a desk and working on a computer. Occasionally required to stand, walk, climb or balance; stoop, kneel, crouch, or crawl. Occasionally lift and/or move up to 30 pounds. Nothing in this job description restricts the management’s right to assign or reassign duties and responsibilities on this job at any time. Revised 10.05.22 – 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). #J-18808-Ljbffr Catawba Two Kings Casino