Shift Manager- Players Club

Hard Rock Hotel & Casino Ottawa; Ottawa; On-site; CAD 40,000 - 70,000; Full time

Job summary

Join an exceptional venue redefining entertainment in Canada’s capital! As a Shift Manager for the Players Club, you will create an inviting atmosphere that enhances guest experiences and fosters loyalty. Your role will involve managing club programs, training staff, and ensuring top-notch service. This dynamic position offers a unique opportunity to work in a vibrant environment filled with music and excitement, where your contributions will make a lasting impact. If you are passionate about hospitality and customer service, this is the perfect chance to shine in a forward-thinking establishment!

Qualifications

• 1-3 years of experience in a similar role or customer service training.
• Proficiency in Microsoft Office applications is required.

Responsibilities

• Assist Player’s Club Manager with club programs and member relations.
• Create an atmosphere that encourages guest return and positive experiences.
• Schedule and conduct training for Player’s Club members.

Skills

Customer Service

Communication Skills

Team Leadership

Problem Solving

Cash Handling

Education

High School Diploma

Customer Service Training

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft PowerPoint

Job description

Join to apply for the Shift Manager - Players Club role at Hard Rock Hotel & Casino Ottawa.

Posted Date: 4 weeks ago (4/3/2025 7:18 PM)

Overview

As the latest jewel in the renowned Hard Rock crown, this exceptional venue is set to redefine entertainment and hospitality in Canada's capital city.

Boasting a prime location, Hard Rock Hotel & Casino Ottawa will be a stunning fusion of contemporary style and timeless rock 'n' roll flair. The moment you step inside, you'll be transported into a world of music, memorabilia, and non-stop excitement.

Are you ready to experience the ultimate rock star treatment in the heart of Ottawa? Let the countdown begin!

Responsibilities

POSITION SUMMARY:

The incumbent in 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 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.

Essential Functions

• Create an atmosphere that encourages guests to choose Hard Rock Casino for gaming entertainment; actively build and retain guest relations and mentor team members to provide superior guest service.
• Ensure consistent execution of Player’s Club initiatives.
• Plan, schedule, and conduct training for Player’s Club members on casino systems, policies, and promotions.
• Maintain knowledge of slot marketing programs, coin-in, table game ratings, comp issuance, and patron response functions.
• Monitor daily operations of Player’s Club centers.
• Schedule, evaluate, reward, and counsel team members.
• Address and resolve internal and external complaints and problems.
• Provide and promote high-level guest service and relations.
• Assist with guest reservations for meals, drinks, tickets, etc.
• Handle Player’s Club promotions and redemptions.
• Act as a liaison between guests and management regarding guest needs, complaints, and concerns.
• Perform other duties as assigned, adhering to all gaming regulations.

Qualifications typically require 1-3 years of experience in a similar role, customer service training, or a combination of education and experience. Computer literacy, including proficiency in Microsoft Word, Excel, Outlook, and PowerPoint, is required. Good communication skills in English, both oral and written, with proper phone etiquette, are mandatory.

Knowledge of:

• Regional gaming market and casino marketing functions including database management, advertising, and branding.
• Procedures, methods, and equipment including computers and software applications.
• Cash handling, marketing, and sales techniques.

Ability To:

• Create a service environment that encourages guest return and positive experiences.
• Go above and beyond in responsibilities to support organizational goals.
• Present an enthusiastic, professional image.
• Communicate clearly and effectively.
• Participate in goal development and administration.
• Operate office equipment.
• Establish effective working relationships.
• Work flexible shifts as needed.
• Work on the casino floor, exposed to noise and crowds.

Physical Demands

• Stand and sit for extended periods.
• Walk distances.
• Frequently lift/move up to 50 pounds.

Working Conditions

• Work in a regulated environment, with time spent on the casino floor exposed to noise and environmental factors.

Hard Rock Ottawa values diversity and is an equal opportunity employer. We provide employment accommodations in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at [e-mail] for accommodations during the application process.

We thank all candidates for their interest; only those considered for an interview will be contacted.