SUPERVISOR - PLAYERS CLUB

Requisition Number
2021-18989
# of Openings
1
Job Category
Players Club & Player Development

Overview

The incumbent this position is Responsible for assisting the Player’s Club Manager in implementing, coordinating, and managing all Club programs in accordance with company directives. Duties will include enrolling members into the Player’s Club, embossing and issuing club cards, transporting supplies and forms, and assisting club members with questions, redemptions, and special requests.

Responsibilities

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

  • Creates an atmosphere that induces guests to make Hard Rock Casino Rockford their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service.
  • Responsible for consistent execution of Player’s Club initiatives.
  • Plans, schedules, and implements training of Rep – Player’s Club members on various Casino systems, department policies and marketing promotions. Focuses on meeting the monthly goals of email capture, phone capture and new member sign-ups.
  • Maintains a strong knowledge of slot marketing programs regarding coin-in and table game ratings, comp issuance and patron response functions.
  • Monitors daily operations of Player’s Club centers.
  • Responsible for scheduling, directing performance appraisals, rewarding, and counseling team members.
  • Responsible for addressing complaints and resolving problems both internal and external.
  • Must provide and promote the highest level of guest service and outstanding guest relations.
  • Works with the Promotions Manager to ensure one has a clear understanding of the kiosk program so that one can help update, maintain, and resolve issues.
  • Assist in making reservations for guest requests including meals, drinks, tickets, etc.
  • Will handle Player’s Club promotions and redemptions as applicable.
  • Act as liaison between guests and management as relates to needs of guests’ complaints and concerns.
  • Perform other duties as assigned and adheres to all Illinois Gaming Regulations.

 

NON-ESSENTIAL JOB FUNCTIONS

 

  • Attend seminars when needed.

Qualifications

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year for year basis)

 

This knowledge and these abilities are typically acquired through a high school diploma or equivalent. Some demonstrated customer service experience and/or training or combination of education and experience required. Computer literate required. Good oral and written English communication skills with good phone etiquette mandatory.

 

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

  • Must obtain and maintain all licenses / certifications per Federal, State, and Illinois Gaming Commission.
  • Must successfully pass background check.
  • Must successfully pass drug screening.
  • Prior experience in the Gaming industry strongly preferred.
  • Must be at least twenty-one (21) years of age.
  • Must be able to work holidays and weekends, as well as flexible shifts.
  • Prior experience opening new properties/outlets strongly preferred.

 

KNOWLEDGE OF:

  • Understanding of and experience in the property’s regional gaming market.
  • Casino marketing functions including, but not limited to data base, advertising, and branding.
  • Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint.
  • Pertinent federal, state, and local laws, codes, and regulations.
  • Cash handling, marketing, and sales techniques.

 

ABILITY TO:

  • Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
  • Routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
  • Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
  • Communicate clearly and concisely, both orally and in writing.
  • Participate in the development and administration of goals, objectives, and procedures.
  • Operate various types of office equipment.
  • Establish and maintain effective working relationships with those contacted in the course of work.
  • Be flexible to work varying shifts and time schedules as needed.
  • This position spends time on the Casino floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.

Additional Details

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of team members assigned to this job. The Team Member understands that employment with the Company is at-will and that no express and/or implied contract of employment exists unless it is in writing and signed by the Department Head.  The Team Member further understands that conditions may require the Company to modify this Job Description and that the Company reserves the right to exercise its discretion to make such changes.

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