Players Club Supervisor

at Crosswinds Casino in Park City, Kansas, United States

Job Description

JOB PURPOSE

The Players Club Supervisor will oversee both the day-to-day and strategic marketing initiatives of the Players Club. Responsible for scheduling and supervision of Players Club Team Members. Will work closely with Marketing Manager to support, implement, and execute One Link Bonusing, direct mail, loyalty kiosk, and casino floor promotions, and special events. Provide services to consistently ensure an exceptional guest service experience and to respond to guest requests or concerns in a professional and courteous manner.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

1. Provide leadership and direction to the Players Club Team Members daily.

2. An expert in the Players Club and ensures the effective enrollment of new members, accurate input of player information into the database in accordance with our data input standards, and the issuance of Players Club Cards.

3. Assists all Team Members and departments in learning the skills necessary to conduct a successful sign-up and consistently sets the example for the rest of the team to emulate.

4. Is diligent in offering guests a membership in the Players Club and sets the expectation for the Players Club Team Members.

5. Diligent at setting the expectation for capturing guest email and phone information at the time of sign up and confirming the accuracy of the information at each guest interaction among the Players Club Team Members.

6. Evaluates patrons’ value to the casino through database analysis and casino tracking methods.

7. Resolves inquiries and complaints from all patrons. Maintains high standards of courtesy, professionalism and discretion in all communications to, about, or with patrons including their arrangements and finances.

8. Maintains security and confidentiality of all player accounts and information, files, records and lists.

9. Initiates, tracks, and reports the results of Players Club Card sign-ups to include enrollment, email capture, and phone capture at the Players Club.

10. Efficiently provides accurate and timely Players Club Card sign-up information when requested by Marketing Manager or General Manager.

11. Monitors the flow of work at the Players Club to ensure timely and efficient service is consistently provided to patrons.

12. Evaluates Players Club member status and issues complimentary amenities based upon established Company guidelines.

13. Addresses patron complaints and inquiries in a timely, professional, and courteous manner.

14. Capable at utilizing all player tracking and associated software to support the integrity of the player database.

15. Always informed of current and upcoming promotions, special events and direct mail initiatives and ensures all Players Club Team Members are held to the same standard.

16. Provides superior internal and external guest service.

17. Responsible for hiring, training, evaluation, and corrective counseling of Players Club Team Members.

18. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.

19. Complies with all departmental policies and procedures and recommends updates to the Marketing Manager, as needed.

20. Performs additional duties and responsibilities as necessary or assigned by Marketing Manager.

JOB QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

1. Gaming industry experience preferred.

2. High School diploma/GED required; college degree preferred with three years of gaming, casino, marketing or sales experience or equivalent combination of education and experience. Supervisory experience preferred.

3. Internal candidates must have been in their current position for at least six months and meet eligibility requirements as outlined in the Transfer application per the CrossWinds Casino Team Member Handbook.

4. Ability to work as directed by Manager, which may result in being scheduled anytime during a 24 hour period, 365 days a year.

5. Exceptional guest service and communication skills, both verbal and written.

6. Must be proficient in Outlook, Word, Excel, and PowerPoint (Office Suite) with strong aptitude for computer applications.

7. Ability to read, write and understand English.

8. Ability to work a flexible schedule based on business demands.

9. Ability to communicate effectively with co-workers, management, and guests.

10. Must have a friendly, outgoing personality.

11. Maintain a professional demeanor in a high stress environment.

12. Maintains an even temper and is friendly and positive with others. Demonstrates good judgment, has positive interactions with co-workers and customers. Treats others with respect and dignity.

LANGUAGE AND COMMUNICATION SKILLS

1. Ability to prepare, read, and interpret documents; write reports and correspondence; and speak and communicate effectively with individuals and before groups of people.

2. Ability to compose grammatically correct documents.

3. Ability to verbally communicate using appropriate English standards of language.

MATHEMATICAL SKILLS

Ability to accurately calculate figures and amounts and perform mathematical functions applicable to business needs.