Summary:

Responsible for assisting with the day to day operation and direct supervision of assigned activities within the Player Services department. Oversee overall department and/or shift(s) as assigned. Ensure daily operations and experiences meet guest expectations. Appropriately respond to and manage any escalated departmental concerns and guest and/or employee challenges.

Essential Functions and Responsibilities:

• Assist with training, developing, measuring performance, disciplining, and/or scheduling department staff, as assigned.
• Provide effective supervisory oversight of assigned staff.
• Follow and train on all established SOPs (Standard Operating Procedures).
• Maintain strict adherence to all internal policies providing guidance with regard to verification of casino service transactions.
• Understand and execute regulations for AML (Anti-money laundering) and Title 31.
• Monitors labor in relation to volume levels and actively seeks to manage early outs without significantly jeopardizing customer service.
• Performs all functions of Player Services Specialist and Player Services Representative.
• Demonstrate a positive, helpful attitude toward customers and fellow team members. Show a genuine enthusiasm for working in the hospitality/casino industry and/or working with the public.
• Provide outstanding customer service in a timely manner to both guests and fellow team members.
• Performs other duties as assigned.