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.