DescriptionPosition Summary: Oversees the shift operations of the Player's Club.Job Title: Supervisor Players ClubDepartment: Players ClubReports To: Manager Players ClubFLSA Designation: ExemptLicense Type: GamingSalary Range: $70,000-$85,000Essential Job FunctionsResponsible for ensuring an environment that promotes positive guest and team member relations to increase loyaltyProvides 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 effectivenessHave a proactive plan when problems arise (computer/kiosk failure, callouts, etc.)Resolve guest concerns and complaints promptly with accurate information. Finds answers when unclearVerifies valid/acceptable photo ID in accordance with the casino and NYSGC standards with every transactionPromote the success of the Players Club by explaining the program to guests and demonstrating the value and benefits of the clubMaintain and safeguard the confidentiality of guest/player information; Discuss confidential guest information only with appropriate department and division headsMaintain accurate personnel and departmental filesEnsures there is sufficient workforce available to provide the most efficient guest service possibleWhen guest volume exceeds staffing levels, Supervisors are required to work a computer when not resolving guest or team member issuesSpending the majority of the shift observing Representatives and giving necessary feedback to improve performanceAssisting Representatives by stepping in to resolve guest disputes/concerns. Passing guest concerns to VIP services when necessary/applicableTake initiative to make decisions regarding department needs and look for answers when unclearMaintains open communications in order to keep the Manager informed of all pertinent information and/or irregularitiesReview the operations of each shift and make recommendations to improve operational efficiency and enhanced guest serviceMonitor player club functions to ensure that all areas are in compliance with departmental and New York State Gaming Commission proceduresMonitor Player's Club to ensure that all guests are treated fairly and equitablyMonitor Player's Club to ensure that all areas in public view are kept neat, clean and properly stockedEffectively 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 the evaluation process and regular one‑on‑one meetingsParticipate in marketing events, special events and promotions as necessaryGreet guests and distribute offers as they exit their bus at the casinoEnsures new guests are entered into the system and prints player's cards as neededAssists special events and marketing promotionsEnsures promotional give away and inventory is unpacked and ready to be distributed prior to the eventAssists the marketing team with special events check‑ins and other promotionsPerforms additional duties as directedQualificationsMust possess outstanding interpersonal communications skills (verbal and written) to effectively interface with guests and team membersAbility to remain professional in stressful situationsAbility to withstand high pressure, fast‑paced environmentsPrevious supervisory experience in a customer relations/marketing position is essential.Prefer prior player club supervisory experienceMust possess strong leadership and planning skills, demonstrating ability to handle multiple tasksStrong time management skills are a must. You are required to prioritize not only your time, but the time of those you superviseMust be thoroughly trained and have a full understanding of various computer systems and their software, including, but not limited to Microsoft Excel and Microsoft WordMeet attendance guidelines of the position; available to work various shifts and days, including weekends and special events/promotionsMust have a full working knowledge of the casino industryAbility to operate a variety of office machineryAbility to communicate with team members and guestsAbility to be a TEAM playerAbility to successfully fulfill the pre‑employment processMust be able to lift and/or move objects of 25 lbs.Ability to obtain and maintain all necessary licensingWorking ConditionsRegularly required to see, talk and hear; use hands to finger, handle, or feel and reach with hands and arms; stand and walkMust occasionally lift and lift up to 25 poundsFrequently required to stoop, crouch or kneelAbility to interact with others while maintaining a courteous and positive demeanorEqual Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.#J-18808-Ljbffr