Player Services Supervisor

WHAT YOU’LL DO

It is the primary responsibility of the Player Services Shift Supervisor to assist in leading the player services team toward a successful completion of shift operations including balancing of all banks, adherence to all company best practices and all Federal, State, and local gaming regulations in addition to deliver exceptional guest service to all patrons. As a Player Services Supervisor your unique and strategic ability and close coordination with other professionals will enable a diverse group of guests to experience a new and dynamic rewards program along with an exciting casino experience

ROLE EXPECTATIONS

• Oversee the day-to-day leadership responsibilities of the new Rio Loyalty Program.
• Supervisor the Player Service Representatives that are responsible for enrolling new guests as members into the loyalty program.
• Answer and assist with all questions and concerns regarding promotions, offers and tier status, etc.
• Maintain an advanced working knowledge of everything related to the casino loyalty program, upcoming promotions and special events, and general property information.
• Plan and execute all training of Loyalty Club employees.
• Coordinate and direct the day-to-day activities of Player Services Representative.
• Perform the duties of the Representative if necessary.
• Issue comps and marketing offers/promotions for guests.
• Handle guest and employee interactions via email, telephone, and in person.
• Facilitate the flow of information throughout the department by attending regularly scheduled departmental meetings and conveying accurate information to employees on all shifts.
• Maintain accurate departmental training and other required documentation.
• Resolve guest and employee opportunities providing immediate service recovery and coaching as necessary.
• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends. Work in a fast-paced, busy, and somewhat stressful environment.
• Assist the Player Services Manager and Leadership as needed.
• Monitors quality standards within the department, delegation of daily work, running shift reports for the department, and verifies and approves appropriate transactions in accordance with internal control standards. 
• Assist the Casino Cage Manager in ensuring the banks are balanced within the Cage at the end of the shift in accordance with departmental variance policy and reviews all the reports or forms accurately in compliance with Title 31. 
• Excellent customer services and maintains the highest level of guest service program to all guests, resolve guest complaints.
• Assist Player Services Manager on work schedules, vacation requests, attendance records, to ensure proper staffing levels.

SUPERVISORY RESPONSIBILITIES

This position oversees the Players Services Representatives.

REQUIREMENTS

• Two (2) years of relevant experience in a cash handling or banking role.
• Assist and supervise the Players Services Representatives that are responsible for enrolling new guests as members into the loyalty program.
• Assist with all questions and concerns regarding promotions, offers and tier status, etc.
• Plan and execute all training of Player services employees.
• Coordinate and direct the day-to-day activities of Player services employees.
• Perform the duties of the Representative if necessary.
• Facilitate the flow of information throughout the department by attending regularly scheduled departmental meetings and conveying accurate information to employees on all shifts.
• Maintain accurate departmental training and other required documentation.
• Proactively engage with loyalty club members through various communication channels, such as phone, email, live chat, or social media, to build relationships and foster a sense of loyalty
• Resolve guest and employee opportunities providing immediate service recovery and coaching as necessary.
• Provide exceptional guest service.
• Assist the Player Services Manager and Director as needed.
• Must be proficient with IGT/Patron Management systems, Outlook and Microsoft Office
• High School Diploma or GED equivalence
• Must be at least 21 years old

PREFERRED

• Two to three years related experience, including progressive supervisory experience.

CERTIFICATIONS, LICENSES, REGISTRATIONS

• Must be able to qualify for licenses and permits required by federal, state, and local regulations.

PHYSICAL REQUIREMENTS

• The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined space.

WORKING CONDITIONS

• The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
• Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.