Player Services Supervisor

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.