Guest Services Supervisor: Player Rewards & Promotions

Muckleshoot-Casino-Resort-; Auburn (WA); On-site; USD 66,000 - 73,000; Full time

Benefits offered by this job

Health insurance

Meals provided

Parking

Life insurance

Long-term disability

Retirement plans

Flexible Spending Account

Job summary

Muckleshoot Casino Resort is seeking a hands-on Player Services role leader who will be the face of the department and uphold the casino’s guest service standards. You will supervise training, coordinate with Marketing, and ensure PSRs understand promotions and rewards programs across the floor.

The role emphasizes staff development, adherence to SOPs, and effective communication with guests, while coordinating promotional events and maintaining records and rewards databases.

Qualifications

• 2 years of Guest/Player Services experience.
• Casino Promotions or related experience with at least 1 year lead experience.
• Public speaking experience.
• Computer training.
• Experience with database marketing preferred.

Responsibilities

• Be the face of MCR for new hires and team members; exemplify MCR’s values and provide guest service excellence.
• Supervise and monitor training of newly hired Player Services Representatives; promote positive guest relations.
• Represent Marketing on the casino floor; answer guest questions and settle player tracking disputes.
• Create and update Player Services Representative files, schedules, and attendance trackers.
• Monitor and approve PSR PTO requests; sign off on rewards timecards.
• Communicate promotions, entertainment, F&B specials and other casino news to PSRs.
• Keep PSRs updated with SOPs and training manuals.
• Ensure PSRs comply with Guest Service Goals; manage inventory of Muckleshoot Rewards supplies.

Skills

Guest/Player Services

Casino promotions

Public speaking

Computer skills

Database marketing

Team leadership

Education

Experience in gaming/hospitality industry

Tools

Redrock

CMP

Job description

Muckleshoot Casino Resort is seeking a hands-on Player Services role leader who will be the face of the department and uphold the casino’s guest service standards. You will supervise training, coordinate with Marketing, and ensure PSRs understand promotions and rewards programs across the floor.

The role emphasizes staff development, adherence to SOPs, and effective communication with guests, while coordinating promotional events and maintaining records and rewards databases.