Guest Experience & Player Development Lead

Tsg Developments Investments Inc.; Town of Florida (NY); On-site; USD 76,000 - 92,000; Full time

Job summary

Gulfstream Park in Hallandale Beach, FL seeks a Player Services Manager to oversee guest experience efforts by the Players Club and Casino Host Team for all Gulfstream guests. This full-time role requires leadership of a multi-person team and a focus on ensuring exceptional service.

Responsibilities include supervising staff, coordinating promotions with Casino Marketing, maintaining compliance with internal controls, and delivering high-level guest service while managing safety and operations

Qualifications

• Two years prior experience in the hospitality/customer service industry
• Three years’ experience in supervision/management, goal setting and strategy development, budget development
• Ability to obtain and maintain a valid Florida gaming license
• Strong computer skills to include effective working knowledge of Microsoft Office Products
• Strong written and oral communication skills required

Responsibilities

• Oversee daily operation of the Champions Club and Player Development teams.
• Oversees a staff of 2 Players Club Supervisors, 1 Lead Club Rep, 3 Club Reps. and Casino Host team.
• Exercises full complimentary authority and assure patron satisfaction.
• Assures that the Champions Club Supervisors are performing all their responsibilities to include scheduling, employee discipline, payroll and inventory.
• Handle supply orders and invoice payments.
• Handle customer issues via phone, email or in person and guarantee that the guests are receiving the highest levels of customer service.
• Troubleshot inconsistencies with the slot rating system.
• Develop and implement player development activities for slot players.
• Responsible for the implementation of Player Development quarterly goals, such as the revenue, booking special events, telemarketing efforts and consistently meeting with individual hosts to update progress.
• Conduct on/off-site events and promotional parties to maintain customer loyalty and to obtain new business.
• Liaises with Casino Marketing to determine and assist with the execution of promotional programs to include monthly sweepstakes, slot tournaments, promotions, and gift giveaways.
• Review and ensure that all processes are completed in compliance with internal controls.
• Promotes and maintains the utmost integrity and the highest caliber of guest service and respect to all patrons and Gulfstream employees.
• Maintains a clean and safe work environment and complies with safety procedures including use of required safety equipment and identifies unsafe practices or conditions.

Job description

Gulfstream Park in Hallandale Beach, FL seeks a Player Services Manager to oversee guest experience efforts by the Players Club and Casino Host Team for all Gulfstream guests. This full-time role requires leadership of a multi-person team and a focus on ensuring exceptional service.

Responsibilities include supervising staff, coordinating promotions with Casino Marketing, maintaining compliance with internal controls, and delivering high-level guest service while managing safety and operations