Player Services Supervisor

Job Description

Job Description

JOB DESCRIPTION

POSITION TITLE

Player Services Supervisor

DEPARTMENT

Player Services

REPORTS TO

Player Services Assistant Manager

LICENSING LEVEL

SALARY GRADE

G9-11 DOE

FLSA STATUS

Non-Exempt

POSITION SUMMARY

Oversees and coordinates the daily Player Services activities of the Marketing department. Supervises staff and operations to ensure a positive customer service experience. Ensures the successful completion of department functions in accordance with the strategic goals, objectives, and mission of the Shoshone-Bannock Casino Hotel, with established policies and procedures, and with all applicable tribal, state, and federal gaming regulations.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Works with management to implement a strategic plan to deliver services; communicates goals, objectives, policies, and procedures in accordance with the strategic plan.
• Increases staff effectiveness by recruiting, selecting, orienting, training, coaching, counseling, and disciplining Player’s Club Representatives; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing a climate for offering information and opinions; integrating functional objectives; and providing and participating in educational opportunities.
• Hosts pre-shift meetings to ensure communication among personnel regarding Player Services and property related activities.
• Helps to ensure departmental staffing is adequate to run shifts during promotions.
• Conducts evaluations of Player Services and works with staff to take appropriate steps to improve performance and/or customer service levels.
• Ensures the efficiency of Player Services operations and maximum level of service is achieved through a culture of teamwork and consistency.
• Contributes to the organization's effectiveness by offering information and opinion as a member of the management team.
• Complies with all property and department policies and procedures.
• Assists with coordination and execution of Player’s Club promotions and special events.
• Redeems Player’s Club members’ prizes, points, and offers.
• Maintains accurate inventory of Player’s Club supplies and notifies management when running low.
• Maintains complete and accurate department records.
• Receives and resolves guest inquiries and complaints and refers to management when appropriate.
• Reviews, corrects, and completes shift paperwork daily.
• Communicates directives from management to front line.
• Provides excellent customer service and solutions for all internal and external customers.
• Maintains a professional, organizational, and community reputation.
• Contributes to a team effort and accomplishes related results as required.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Goals, objectives, functions, policies, and procedures of Shoshone-Bannock Casino Hotel.
• Department organization, functions, objectives, policies and procedures.
• Applicable federal, state, tribal, and gaming laws, regulations, requirements, and principles.
• Principles and practices of public relations, promotions, and marketing.
• Compliance.
• Database and inventory management.
• Customer service standards.
  

Skill in:

• Operating various word-processing, spreadsheets, and database software programs in a Windows environment.
• Preparing, reviewing, and analyzing daily paperwork.
• Supervising, training, and evaluating assigned staff.
• Making effective decisions in emergency situations.
  

Ability to:

• Communicate efficiently and effectively both verbally and in writing, individually and in group settings.
• Maintain confidentiality.
• Work independently and meet strict timelines.
• Establish and maintain good working relationships with individuals of varying social and cultural backgrounds.
• Analyze situations and adopt appropriate courses of action.
• Establish and maintain professional relationships with the public and co-workers.
• Make solid decisions and exercise independent judgment.
  

MINIMUM QUALIFICATIONS

• High School Diploma or GED.
• Three (2) years of guest relations, Player’s Club, or related experience.
• One (1) year of supervisory experience in a gaming or hospitality environment.
• A combination of relevant education and related work experience may be considered.
• A valid driver’s license is required when driving vehicles for work-related purposes.
• Must be able to successfully pass a background screening/investigation according to the established requirements below.
• Tribal and Native American preference shall apply to all positions.
  

CERTIFICATIONS, LICENSES, AND/OR REGISTRATIONS

• Must be able to submit supporting documentation of education and training to support qualifications.
• Must be able to obtain and maintain a gaming license in good standing according to licensing rules and regulations.
• Must obtain and maintain a driver's license and qualify for insurance coverage on company vehicles.

Background Investigation Requirements

• Pre-employment drug screen.
• Personal reference check and employment verification.
• Federal, state, and/or tribal criminal history and sanction checks, including fingerprint verification.

PHYSICAL DEMANDS

While performing the duties of this job, the employee regularly is required to stand; walk; use hands to manipulate, touch, or grasp; use a computer and cellphone/telephone ; and talk or hear. The employee occasionally is required to sit, reach with hands or arms, and lift up to 50 pounds. The employee may rarely climb or balance, and taste or smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee regularly is exposed to dust, fumes, airborne particles, allergens, and/or second-hand smoke, and occasionally to hostile, offensive, and/or violent individuals.

WORK ENVIRONMENT

Work is generally performed in a casino setting with a moderate and occasionally high noise level. Evening and/or weekend work may be required. Tight time constraints and multiple demands are common. Travel may be required for training, meetings, conferences, presentations, and other events.