Players Services Supervisor (63237)

Catawba Two Kings Casino•Kings Mountain, NC

1d•Onsite

About The Position

Catawba Two Kings Casino is in search of an outgoing Player’s Service Supervisor to join our growing team. This role will supervise Player’s Services team members both on property and at offsite events. In this position you will ensure player requests, questions, and needs are met in a positive, efficient, and courteous manner. Incumbent reports to the Player’s Service Manager and Assistant Managers. Assist with creating an environment that fosters excitement for both guests and team members. In addition, the Player Services Supervisor will assist with the responsibilities for overall daily operation. In this role you will support the initiatives of Player Development, Marketing, Promotions, Data Analytics, and compliance departments. This position helps create an atmosphere that induces guests to make Catawba Two Kings Casino their choice in gaming entertainment.

Requirements

High School Diploma or GED required, bachelor’s degree preferred.
Minimum of two years’ (2) progressive supervisory experience in the casino field.
Guest Service Supervisor in casino marketing experience preferred.
An equivalent combination of education and experience will be considered.
Basic computer skills including word, excel, PowerPoint, and experience with casino system preferred.
Must be able to obtain and maintain a valid Catawba Gaming License.
Must be at least twenty-one (21) years of age.
A proven history of productive situational de-escalation is a must.
The ability to remain calm in a stressful, high-volume environment is a must.
Ability to work with minimal supervision.
Must possess basic math skills.
Experience with Microsoft Office programs; superior oral, written and interpersonal communication skills; ability to function both independently and in a collaborative unit environment.
Must role model company guest service program.
Ability to learn company-wide marketing systems, including set-up, execution, and reporting/interpretation of promotions.
Must have the ability to multi-task and work under pressure with quick critical thinking skills.
Must be able to work flexible schedules, including nights, weekends and holidays may be required.
Ability to follow verbal and written instructions.
Ability to communicate both verbally and in writing.
Ability to work an alternate schedule as needed.
Ability to work in a loud fast-paced environment (may occasionally be exposed to secondhand cigarette smoke).

Responsibilities

Responsible for consistent execution of Player’s Services initiatives.
Assists with planning, scheduling, and implementing departmental and property training on various casino systems, department policies and marketing promotions
Maintains a strong knowledge of slot and table games and Loyalty marketing programs
Serves as a Customer Service liaison for the property
Ensures that Player’s service is meeting and exceeding Departmental KPIs and Sign-up targets
Has a clear understanding of marketing terminology and guest play including Win/Loss, comp issuance and patron response functions
Monitors daily operations of Player’s Services centers
Responsible for addressing complaints and resolving problems both with internal and external guests.
Must provide and promote the highest level of guest service and outstanding guest relations.
Works with the Promotions Specialist to ensure they have a clear understanding of all promotions
Maintain enrollment kiosks, help update and resolve issues.
Assist in making reservations for qualified players based on their level of play
Assist with Player’s Services promotions and redemptions, as applicable.
Act as liaison between guests and management as relates to customer requests, complaints, and concerns
Maintains up to date knowledge of all electronic gaming machines, player tracking systems, promotions, events, entertainment, and general property information
Evaluates current operational practices and recommends strategy to improve efficiencies while understanding dynamic business operations
Excellent organizational and project management skills
Accountable for your own understanding and compliance with all regulatory guidelines, submissions, policies, and procedures
Function as a mentor for Player services employees
Resolving guest complaints and issues in a timely manner
Maintain strict confidentiality guidelines concerning all guest interactions and records
Knowledge and ability to implement training, evaluation, and scheduling of Guest Service and Player Rewards team members
Conduct employee evaluations, coaching and counseling, issue progressive discipline including corrective action and report information to the Player’s Services management team.
Oversee and supervise telemarketing initiatives
Perform other duties as assigned
Maintain up to date knowledge of competitors’ promotions, offers, and Loyalty programs
Safeguard the confidential nature of all departmental and company records.
Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by escalating situations appropriately as the arise
Ensure compliance with all regulatory practices
Exhibit conduct in accordance with all Gaming Commission and Catawba Indian Nation Gaming Authority departmental policies and procedures.
Other duties as assigned.
Preform other duties as assigned