Supervisor Player Services

River Cree Resort & Casino

Schenectady, NY

JOB DETAILS
SALARY
$70,000–$85,000 Per Year
SKILLS
Casinos, Coaching, Communication Skills, Computer Systems, Cost Effectiveness Analysis, Customer Relations, Disciplinary Action, Establish Priorities, Gaming, Housekeeping/Cleaning, Interpersonal Skills, Leadership, Licensing, Lift/Move 25 Pounds, Marketing, Microsoft Excel, Microsoft Word, Multitasking, Office Equipment, Operational Audit, Operational Improvement, Operational Strategy, Operations Processes, People Management, Performance Analysis, Performance Management, Presentation/Verbal Skills, Quality Metrics, Team Player, Time Management, Writing Skills
LOCATION
Schenectady, NY
POSTED
7 days ago

Position Summary: Oversees the shift operations of the Player's Club.

Job Title: Supervisor Players Club

Department: Players Club

Reports To: Manager Players Club

FLSA Designation: Exempt

License Type: Gaming

Salary Range: $70,000-$85,000

Essential Job Functions:

  • Responsible for ensuring an environment that promotes positive guest and team member relations 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
  • Have a proactive plan when problems arise (computer/kiosk failure, callouts, etc.)
  • Resolve guest concerns and complaints promptly with accurate information. Finds answers when unclear
  • Verifies valid/acceptable photo ID in accordance with the casino and NYSGC standards with every transaction
  • Promote the success of the Players Club by explaining the program to guests and demonstrating the value and benefits of the club
  • Maintain and safeguard the confidentiality of guest/player information; Discuss confidential guest information only with appropriate department and division heads
  • Maintain accurate personnel and departmental files
  • Ensures there is sufficient workforce available to provide the most efficient guest service possible
  • When guest volume exceeds staffing levels, Supervisors are required to work a computer when not resolving guest or team member issues
  • Spending the majority of the shift observing Representatives and giving necessary feedback to improve performance
  • Assisting Representatives by stepping in to resolve guest disputes/concerns. Passing guest concerns to VIP services when necessary/applicable
  • Take initiative to make decisions regarding department needs and look for answers when unclear
  • 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 enhanced guest service
  • Monitor player club functions to ensure that all areas are in compliance with departmental and New York State Gaming Commission 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 the evaluation process and regular one-on-one meetings
  • Participate in marketing events, special events and promotions as necessary
  • Greet guests and distribute offers as they exit their bus at the casino
  • Ensures new guests are entered into the system and prints player's cards as needed
  • Assists special events and marketing promotions
  • Ensures promotional give away and inventory is unpacked and ready to be distributed prior to the event
  • Assists the marketing team with special events check-ins and other promotions
  • Performs additional duties as directed

Qualifications:

  • Must possess outstanding interpersonal communications 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
  • Previous supervisory experience in a customer relations/marketing position is essential.
  • Prefer prior player club supervisory experience
  • Must possess strong leadership and planning skills, demonstrating 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 Microsoft Excel and Microsoft Word
  • Meet attendance guidelines of the position; available to work various shifts and days, including weekends and special events/promotions
  • Must have a full working knowledge of the casino industry
  • Ability to operate a variety of office machinery
  • Ability to communicate with team members and guests
  • Ability to be a TEAM player
  • Ability to successfully fulfill the pre-employment process
  • Must be able to lift and/or move objects of 25 lbs.
  • Ability to obtain and maintain all necessary licensing

Working Conditions:

  • 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

About the Company

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River Cree Resort & Casino