Players Services Supervisor (64492)

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Job Summary:

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.

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

Qualifications:

• 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.  

Knowledge, Skills & Abilities: 

• 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).

Physical Requirements  

While performing the duties of this position, the employee is regularly required to reach with hands and arms; bend to open/use lower drawers or cabinetry; to talk, hear, and see. Prolonged periods of sitting at a desk and working on a computer. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds.

Nothing in this job description restricts the management’s right to assign or reassign duties and responsibilities on this job at any time.

Revised 10.05.22 Catawba Indian Nation exercises INDIAN PREFERENCE Native American Indian preference shall apply to this position pursuant to the Indian Self-determination and Education Assistance Act (24 U.S.C. 450, et seq.), 25 CFR 271.44 and other relevant laws (title 25, U.S. code, Section 472 & 473)