What are the responsibilities and job description for the Player Services Supervisor position at Wind Creek Hospitality?
Description
Job Overview :
The Player Services Supervisor oversees and manages the day-to-day operations of the Player Services department, while ensuring that the Representatives and Leads adhere to all departmental SOPs, COM, guest service standards and compliance regulations. The Player Services Supervisor is responsible for securing company funds and accountability of all monies and routing of paperwork. Must be self-motivated, detail orientated, and able to work successfully with minimal supervision.
Purpose :
Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.
Value System :
Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.
Duties and Responsibilities :
- Manages the day-to-day operations of Player Services; Works in the capacity of subordinates as needed
- Maintains a complete understanding or our Direct Mail offers, the redemption process of those offers and all promotions
- Ensures all departmental SOPs, COM, TICS, MICS, and compliance regulations are strictly adhered to; Supervises Player Services Reps, Main Bankers, , Leads, and Kiosk Team Members to ensure that they are in compliance with policies and procedures
- Ensures effective communication with other departments; Interacts with department manager by providing pertinent information
- Assists manager in maintaining security and accountability of casino funds located in the Player Services area during assigned shift
- Provides on-going training and information to new and existing personnel; Conducts employee counseling / coaching and disciplinary action when necessary
- Helps resolve any overage / shortages that may occur during their shift
- Handles any customer inquiries or complaints and follows up with proper documentation
- Assists manager in scheduling staff according to company needs, approves or denies PTO requests and prepares employee evaluations
- Provides prompt, friendly and courteous service to all guests in a confidential manner, and maintains the confidentiality of all gaming records
- Provides weekly performance reports and performs service audits on Player Service Representatives in sponsor groups on a weekly basis
- Completes evaluations for representatives in sponsor groups based on performance metrics
- Manages Leadership Development projects, including but not limited to scheduling and inventory
- Authorizes comps for guests as designated by management
- Assists the Player Services Management Team in assuring that all team members provide excellent guest service
- Monitors and manages team member morale and departmental cleanliness
- Proactively submits recommendations for improvement
- Other duties and responsibilities as assigned
Job Requirements : (please ensure you meet the listed requirements prior to applying )
NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES
Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.
