Supervisor Rush Rewards

Summary: Responsible for supervising and overseeing shift operations of the Rush Rewards. Create a fun-filled, entertaining and exciting environment where the flawless delivery and execution of service excellence is paramount. Serve as a dynamic, positive leader, while fostering teamwork, team member morale, motivation and open communication.

Engagement Expectations:  

We believe that team member engagement is the basis for a great culture and superior guest service. During every interaction, we display three behaviors: 

• Smile, display energy and open body language


• Proactively greet team members and guests, initiating interaction to provide service 


• Always use a positive parting remark to end the conversation 

Essential Job Functions:

• Supervise shift operations of Rush Rewards


• Assists in marketing operations including and not limited to scheduling, staffing, greeting, etc.


• Collaborates with other marketing leadership assisting with scheduling and staffing


• Responsible for ensuring an environment that promotes positive guest relations to increase loyalty, by oversight of the management of all operations of Rush Rewards. 


• Supervises the Representative Rush Rewards and 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. 


• Assists in resolving guest concerns and complaints via proper investigation, referral, and follow-up to appropriate supervisor when necessary 


• Work with marketing teams to better serve guests in resolving guest concerns/complaints when necessary. 


• Promote the success of the Rush Rewards by explaining the program to guests and demonstrating the value and benefits of Rush Rewards. 


• Verifies valid/acceptable photo ID in accordance with the casino and PCGB standards with every transaction 


• Maintains integrity of customer database by following high standards of data entry for address, phone number, email and name


• Work to meet goals for the department for email capture rate of 85% 


• Maintain and safeguard the confidentiality of guest/player information; Discuss confidential customer information only with appropriate department and division heads 


• Ensure that all areas in public view are kept neat, clean and properly stocked


• Act as a resource for Guests, Player Development, Rush Rewards Reps., etc. by maintaining a working knowledge of the company’s facilities and special events/promotions. 


• Effectively communicate department goals, operations, and event/promotions to staff via departmental meetings, individual meetings, email, letters, memorandums, shift reports, and phone calls. 


• Work closely with Gaming Departments and Marketing personnel to ensure problem-free coordination of tasks associated with special events and promotions; Assist Marketing promotions and special events teams 


• Prepare administrative paperwork and distribute to appropriate departments and personnel 


• Prepare and understand exception reporting pertaining but not limited to: guest accounts, active cards in play, accounts missing information, etc. 


• Responsible for proper audit trails and regulatory compliance 


• Responsible for completing payroll and submitting in a timely manner 


• Meet attendance guidelines of the position; available to work various shifts and days, including weekends and special events/promotions 


• Represent the company in a professional capacity at special events, concerts, promotions, etc. 


• Assist Human Resources with the hiring process to ensure positions are filled by the most qualified candidate. Maintain adequate staffing levels to ensure coverage during weekends, special events, and promotions, etc. 


• Responsible for training personnel to ensure employees understand all functions and limitations of position 


• Effectively manage department personnel through planning, directing, and assigning work; address employee complaints and resolve conflicts, provide coaching and counseling and disciplinary action as needed, give feedback on employee performance through the evaluation process and regular one-on-one meetings 


• Performs all additional duties as directed. 

Qualifications: 

• Outstanding organization skills are a must, as is the ability to actively manage and prioritize multiple projects simultaneously. Must thrive in a fast-paced, fluid environment. 


• Strong desire to take accountability and have their performance measured on contribution to business results. 


• Business intelligence, stays current and understands how what happens in the world affects us, our marketplace and our competition 


• Create and seize opportunities to win, even when faced with ambiguity 


• Ability to remain professional in stressful situations and the ability to thrive in high pressure, fast-paced environment. 


• Analytical prowess which includes critical thinking skills that get to the root of the problem 


• Problem resolution, be decisive and timely, act on information and adapt with changes. 


• Team focused, catalyst for success of the whole team 


• People developer, inspire and drive employees to go beyond the expected, develop people to be their personal and professional best 


• Provide employees with specific and useful performance feedback 


• Environmental radar, understand how to get things done and when to involve others in decisions 


• Range of influence, inspire confidence, be authentic, build and leverage a powerful internal and external network 


• Ability to maintain confidentiality. 


• Ability to successfully fulfill the pre-employment process 


• Ability to work flexible shifts and days of the week including holidays 


• Ability to obtain and maintain all necessary licensing 

Physical and Mental Demands: 

• Work is performed both in an office, on the casino floor, event space, outdoor or offsite events


• Hours of work will vary based on the monthly marketing calendar and average at least 40 hours per week and will vary between daytime and early evening hours, typically


• Holiday and weekend work schedules will also vary


• Regularly required to see, talk, and hear; use hands to finger, handle, or feel; reach with hands and arms; stand and walk


• Frequently required to bend, stoop, and kneel


• Must occasionally lift and/or move up to 40 pounds


• Able to interact with others while maintaining a positive and courteous demeanor