Supervisor, Players Club

Player's Club Representative

Our team members are the key to our company's success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.

Job Description:

The incumbent in this position is responsible for assisting the Player's Club Manager in implementing, coordinating, and managing all Club programs in accordance with company directives. Duties will include enrolling members into the Player's Club, embossing and issuing club cards, transporting supplies and forms, and assisting club members with questions, redemptions, and special requests.

Essential Functions:

• Creates an atmosphere that induces guests to make Hard Rock Casino Bristol their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service.
• Responsible for consistent execution of Player's Club initiatives.
• Plans, schedules, and implements training of Rep – Player's Club 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-in and table game ratings, comp issuance and patron response functions.
• Monitors daily operations of Player's Club centers.
• Responsible for 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.
• Will handle Player's Club promotions and redemptions as applicable.
• Act as liaison between guests and management as relates to needs of guests' complaints and concerns.
• Perform other duties as assigned and adheres to all Virginia Gaming Regulations.

Non-Essential Job Functions:

• Attend seminars when needed.

Education and/or Experience Requirements:

(Related education and experience may be interchangeable on a year for year basis)

This knowledge and these abilities are typically acquired through a high school diploma or equivalent. Some demonstrated customer service experience and/or training or combination of education and experience required. Computer literate required. Good oral and written English communication skills with good phone etiquette mandatory.

Additional Requirements: (Licenses, Certifications, Testing, etc.):

• Must obtain and maintain all licenses / certifications per Federal, State, and Virginia Lottery.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Prior experience in the Gaming industry strongly preferred.
• Must be at least twenty-one (21) years of age.
• Must be able to work holidays and weekends, as well as flexible shifts.
• Prior experience opening new properties/outlets strongly preferred.

Knowledge Of:

• Understanding of and experience in the property's regional gaming market.
• Casino marketing functions including, but not limited to data base, advertising, and branding.
• Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint.
• Pertinent federal, state, and local laws, codes, and regulations.
• Cash handling, marketing, and sales techniques.

Ability To:

• Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
• Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• Communicate clearly and concisely, both orally and in writing.
• Participate in the development and administration of goals, objectives, and procedures.
• Operate various types of office equipment.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Be flexible to work varying shifts and time schedules as needed.
• This position spends time on the Casino floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.