Job Description

Department: Player’s Club

Division: LLC, Wholly owned by The Shawnee Tribe

Job Title: Player Services Supervisor

General Definition: Responsible for managing Player’s Club Services department employees. Maintain player data base by exercising guest services and increase new enrollments. Communicate and develops close relationships with departmental managers and act as a liaison between guest and the facility.

Supervision Received: Marketing Manager

SUPERVISION EXERCISED: PLAYER’S CLUB DEPARTMENT

Essential Job Functions:

• Communicate departmental procedures to promote understanding and compliance by employees to maintain smooth and effective departmental operations.
• Relate policies to his/her subordinates while ensuring adherence and consistent enforcement.
• Ensure adequate staffing for department by interviewing and selecting staff for open positions and arranging for contingency staff in correlation to business needs.
• Redirect the labor force according to changing activity for each shift to maintain optimum operational levels.
• Analyze new and current member acquisitions through established historical player metrics to exceed new enrollment and increase rated play maximizing facility profits.
• Resolve customer disputes concerning patron accounts and complementary amenities, based upon specific casino guidelines and the level of rated play.
• Coordinate the proper resolution of customer dispute, issues, and concerns with related departments and follows through to ensure fair and equitable resolutions are achieved.
• Update staff on all upcoming events and casino promotions.
• Coordinate and dispense information to facility and patrons on marketing programs by use of casino based management systems to results in proper promotional communication to patrons.
• Determine patron comps and rewards by analyzing historical rated play to develop initiatives and promotions that will increase patron loyalty and revenue for the facility.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

Education:

• High School Diploma or GED required

KNOWLEDGE, SKILLS AND ABILITIES:

• Must be able to read, understand, apply, and retain knowledge of departmental rules, regulations, and policies
• Must be able to work in fast paced, smoked filled casino environment
• Must be able to sit, stand, or walk for prolonged periods
• Requires eye/hand coordination and manual dexterity; requires normal vision/hearing range and basic math skills in order to perform assigned job duties correctly
• Must have basic knowledge of Microsoft Office Suite, and casino based facility software and be able to accurately type
• Must be able to work varied hours, as needed including weekends and holidays
• Must be able to review and comprehend player-tracking screens, reports, and all other necessary information and documentation
• Ability to network and establish relationship with individual prospective guests and groups that display and demonstrate potential gaming value
• Knowledge of MICs and TICs regulations
• Ability to work in a smoke-filled environment
• Ability to work a flexible and irregular schedule including weekends, evenings and holidays

TRAINING AND EXPERIENCE:

• Two (2) years of supervisory experience
• Two (2) years of Marketing experience required

LICENSES/CERTIFICATIONS/OTHER:

• Must be able to pass a background check and receive/maintain a license or permit from the Shawnee Tribe Gaming Commission
• Must be able to complete pre-employment drug test with a negative result