Players Club Shift Supervisor

Chicken Ranch Casino•Jamestown, CA

3d•$55,000 - $60,000•Onsite

About The Position

As Team Members of the Players Club Team, Players Club Shift Supervisors are CRCR Ambassadors, and take personal ownership to ensure all their actions are in the best interest of the business. Players Club Shift Supervisors are responsible for collaborating with management to assist in guiding and overseeing the operations of the Players Club and its Representatives. This role plays a crucial part in enhancing Guest satisfaction and their overall experience while also contributing to the growth of Players Club membership and improving retention rates.

Requirements

Must be at least 18 years of age.
High School Diploma (or GED or High School Equivalence Certificate).
Demonstrate strong communication, Guest relations, and conflict resolution skills.
Demonstrate excellent phone etiquette and relationship-building skills.
Advanced understanding of how Casino Rewards programs work.
Familiarity with training Team Members.
Proficient in Windows and Microsoft Office Suite.
Demonstrate strong listening and communication skills.
Demonstrate problem-solving and critical thinking.
Must be able to work independently and maintain a high level of performance.
Must be able to complete tasks in a timely and efficient manner while maintaining business standards.
Demonstrate a flock mentality, focused on teamwork and collaboration with others.
Provide exceptional service to internal and external Guests while leveraging the knowledge of the position and the business, ensuring a clucktastic experience for all.
Stay engaged and motivated with the business, department, and all Team Members at all levels while encouraging growth and development of self and others.
Build lasting relationships by demonstrating honesty, integrity, and effective communication.
Drive to exceed expectations while remaining accountable and fair.
Be able to demonstrate the chicken dance on demand while telling Yo Momma jokes.

Nice To Haves

1+ year related Casino Players Club experience.
Experience with player-tracking software.
Bilingual is a plus.
Demonstrate skill in adjusting communication for various audiences.
Have a willingness to travel or attend events as necessary.

Responsibilities

Provide exceptional Guest service while maintaining a positive attitude.
Support and motivate Team Members while ensuring team responsibilities are performed according to established departmental standards.
Maintain documentation for procedures, processes, and inventory management.
Report Guest concerns to the Marketing and Brand and Guest Experience teams in a timely manner.
Assist with the implementation of on-site promotions and events.
Accurately and efficiently perform data entry tasks associated with Players Club policies.
Register Guests for promotions, collect tickets for promotions/events, and prepare participation reports as required.
Aid Guests and Team Members as necessary while ensuring that all policies and procedures are strictly followed.
Create monthly groups for Free Play distribution.
Prepare internal and external reports for auditing purposes.
Review Players Club Representatives' paperwork for accuracy and completeness.
Coordinate activities of the Players Club on assigned shifts.
Implement annual marketing plan, Casino promotions, and special events under the direction of the Brand and Guest Experience Manager.
Track promotions and player events, quantifying success/failure rates.
Gather Guest feedback regarding service satisfaction levels, promotions, and special events.
Compile monthly reporting for Players Club activity and maintain a clean database.
Resolve issues arising from operations and, if required, coordinate with other departments.
Maintain a general awareness of property operations at all times and comply with policies and procedures.
Be responsible for overall enrollment processes and assignments dealing with day-to-day tracking, groups, and promotional efforts.
Provide input for improvements dealing with motivation, morale, and internal concerns within the department.
Provide input to strategic decisions that affect the Guest experience.
Assist Guests experiencing difficulties with machines, amenities, and questions/concerns.
Assist in planning, assigning, and directing work to Team Members addressing complaints and resolving problems.
Perform duties as a Players Club Representative, as necessary.
Other duties as assigned.
Lead and manage people and processes while overseeing and directing daily department operations.
Serve as the subject matter expert on departmental processes and procedures.
Assist in recruitment, hiring, training, and Team Member engagement.
Lead coaching, corrective counseling, and performance evaluations for Leads and Team Members.
Set and oversee objectives and development for Leads and Team Members.
Develop and adjust schedules to align with business requirements.
Assist with employment terminations exclusively under the guidance and oversight of department management.