Player Services Supervisor

Under the direction of the Player Services Manager, the incumbent is responsible for planning and directing the Player Services Representatives, Guest Service, Promotions, and overall Marketing operations to ensure a positive guest experience.

Essential Job Functions :

• Exhibit all conduct in accordance with Illinois Gaming regulations and American Place policies and procedures, as well as all Federal and State laws and regulations;
• Consistently deliver positive, courteous, and professional guest service in all interactions with guests, visitors, vendors, and fellow employees;
• Oversee daily work assignments of Players Services Staff;
• Create and issue Players cards and promote the program and related promotions;
• Investigate and resolve guest situations;
• Maintain up-to-date knowledge of player tracking system, promotions, events, entertainment, and general property information;
• Maintain the integrity of the database by following precise standards of data entry;
• Responsible for quality, consistency, and presentation of all products delivered to guests;
• Print and process routine reports and may assist in the training of new departmental employees;
• Promote positive guest / employee relations;
• Participate in running casino promotions on the gaming floor with players when requested;
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations;
• Ensure prompt and discrete notification to management of any observation of illegal acts and / or internal ethics violations;
• Work flexible schedule to accommodate the needs of the operation;
• Ensure procedures protect the integrity and security of the company, employees, and guests;
• Maintain excellent communication skills and interpersonal relations with guests, vendors, visitors, and fellow employees;
• Conduct personal behavior and select, train, coach, counsel, appraise and retain direct reports who consistently perform actions and behaviors that reinforce excellence in operations;
• Display professional conduct, sound judgment, the highest level of professional integrity, and a strong work ethic;
• Maintain a clean, safe, hazard-free work environment within the area of responsibility;
• Perform other duties as assigned.

EDUCATION and / or EXPERIENCE :

• Bachelor’s Degree in the related field is preferred
• 1-year supervisory experience strongly preferred
• 1-year related casino players club experience strongly preferred
• 3 or more years of front desk experience is required
• Prior high-volume customer service experience

Preferred : Bilingual a plus

Bilingual a plus

CERTIFICATES, LICENSES, AND REGISTRATIONS :

Must be able to obtain / maintain any necessary certifications and / or licenses as required by local gaming regulations.

KNOWLEDGE / SKILLS / ABILITIES :

• Excellent verbal communication skills are required
• Must be highly organized and detail-oriented with strong decision-making skills
• Ability to thrive in a fast-paced multi-tasking, hands-on environment
• Ability to establish and maintain positive working relationships
• Ability to work overtime and irregular hours
• Strong Computer skills
• Understanding of various telecommunications equipment
• Must be able to stand and walk for extended periods. Other physical demands of this job may include but are not limited to;

sitting, bending, lifting to a minimum of 25lbs, reaching, pulling / pushing, kneeling, squatting, and grasping.