Players Club Manager

Summary:

Responsible for the day to day operation and direct supervision of all activities within the Players Club department. 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:

• Hire, train, develop, measure performance, discipline, and schedule department staff
• Lead the tactical execution of strategic initiatives under the direction of division leadership
• Establish standards of service within assigned department(s) and ensure achievement
• Monitor and control labor within the department while maintaining adequate coverage in the department based on business demands
• Provide monitoring and reporting to executive marketing management to maintain and enforce internal and external rules, regulations, and audit requirements
• Handle elevated guest issues with regards to Players Club account discrepancies or disputes
• Demonstrate high levels of guest service for the Players Club team as measured by various service programs
• Adhere to company guidelines and procedures when handling stolen or lost cards, deletion of accounts, and any adjustment to accounts
• Communicate and work closely with other departments for any updates or changes regarding property amenities and club program changes
• Remain knowledgeable about the casino floor and of the hotel events taking place
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
• Perform other duties as assigned

Qualifications

• 3 years of previous marketing, sales or customer service experience with progressive supervisory experience

• Previous management experience within a hotel/casino players club preferred
• Excellent communication skills required, both in one-on-one and large group settings, including the ability to effectively present information to all levels of management
• Maintain confidentiality of guest information and pertinent hotel data

• Proven experience providing high level of guest service
• Basic computer skills, including experience with Oasis, CMS, LMS, and Microsoft Office preferred
• Ability to access and input information using a moderately complex computer system
• Must be 21 years of age
• High school diploma or equivalent
• Ability to effectively communicate in English, both written and verbal
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States

Work Cards

•   Nevada Gaming Registration

Physical Requirements

• Occasionally push, pull, lift, carry up to 10 lbs at floor, knee, waist, and chest levels
• Occasionally squat kneel, reach, bent, and twist
• Regularly sit and work at a desk or computer
• Regularly stand or walk
• Constant use of hearing and vision, distinguish between shades of color, and use tools or equipment requiring a high degree of dexterity
• Frequently move throughout the property
• Ability to ascend and descent stairs

Work Environment Potential Conditions

• Indoor & Outdoor
• Smoky & Noisy
• Bright flashing lights
• Extreme hot & cold temperatures
• Exposure to dust, fumes gases and/or slippery surfaces

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.