Players Club Lead

Job Description

Job Description

The Players Club Lead is a frontline leadership position responsible for overseeing the daily operations of the Players Club and supporting Gift Shop functions while ensuring exceptional guest service, player loyalty, and operational efficiency. Serving as the primary leader and point of contact when the supervisor is unavailable, the Lead trains, mentors, and supports Players Club Representatives, ensuring compliance with company policies, internal controls, gaming regulations, and Laguna Development Corporation (LDC) Core Values. The role is responsible for overseeing player enrollment into the Connections Club Card program, ensuring team members effectively communicate membership benefits, promotions, rewards, and casino amenities. The Players Club Lead provides outstanding guest service by resolving escalated customer concerns, fostering positive guest relationships, implementing promotional programs, coordinating events, safeguarding prizes, cash, vouchers, and promotional items, and maintaining confidentiality of guest information, financial data, and casino records. The position also requires maintaining thorough knowledge of promotions, events, games, and property offerings while regularly performing Players Club Representative duties as needed.

In addition to guest-focused responsibilities, the Players Club Lead supervises daily staff workflow, provides coaching, training, feedback, and disciplinary recommendations, and assists with evaluating promotional effectiveness through reports, documentation, and event summaries. The role maintains accurate inventory levels of Players Club materials, promotional merchandise, and retail items while ensuring all areas remain organized, stocked, and visually appealing. The Lead also supports light Gift Shop supervisory functions, including monitoring inventory, merchandising standards, pricing accuracy, point-of-sale assistance, and customer service support. Candidates must possess a high school diploma or GED and demonstrate leadership ability, with prior marketing, guest service, or casino experience preferred. The position requires proficiency in Microsoft Office applications, Kronos, Paramount, OASIS or AS/400 systems, Super PlayMate, and standard office equipment. Physical requirements include extensive sitting, standing, walking, speaking, hearing, seeing, and repetitive hand use, with occasional lifting, carrying, pushing, pulling, and transferring up to 50 pounds. The role requires strong problem-solving, decision-making, data interpretation, and communication skills, flexibility to work varied schedules, and the ability to work in an indoor casino environment with frequent exposure to cigarette smoke. Employees must successfully obtain and maintain a Pueblo of Laguna Gaming License, comply with Title 31 certification requirements under the Federal Bank Secrecy Act, pass pre-employment alcohol and drug screening, maintain regular attendance, act as a positive role model, and consistently demonstrate professionalism, respect, and reliability.