Player Services Supervisor

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
2402 Auburn Way S
Auburn, WA 98002, USA

Description

WHATS IN IT FOR YOU

• Competitive salary starting at $32.00/hr. with discretionary performance bonuses 2x a year!
• Fully paid medical, prescription drug, dental and vision coverage for you and competitive premiums for your dependents.
• Complimentary meals and covered team member parking.
• Employer-paid life insurance, long-term disability and accidental death and dismemberment coverage. Flexible Spending Account options for health care expenses.
• Variety of additional voluntary benefits and retirement plans.

WHAT YOU’LL DO

• Be the face of MCR for new hires and team members; exemplify MCR’s values and set a great example by always demonstrating excellent guest service and professionalism.
• Supervise and monitor the training of newly hired Player Services Representatives while promoting positive guest relations.
• Represent the Marketing Department on the casino floor by answering guest questions and settling player tracking disputes.
• Create and update Player Services Representative files, schedules, and attendance trackers.
• Monitor and approve Player Services Representative requests for PTO and sign off on Muckleshoot Rewards timecards in accordance with established time & attendance practices and software.
• Communicate the latest information regarding current and future promotions, entertainment, food and beverage specials, and other Casino related news to assigned Player Services Representatives.
• Keep the Player Services Representatives up to date with all related Standard Operating Procedures (SOPs) and department training manuals.
• Verify Player Services Representatives are maintaining compliance with Guest Service Goals.
• Control and track inventory including Muckleshoot Rewards supplies and player promotional gifts, ensuring the quality of items are housed in applicable storage location and accuracy of item quantity. Oversee the handling, storage, and safekeeping of records, documents, and casino assets.
• Maintain the Muckleshoot Rewards database and guest accounts.
• Keep current and maintains TV scheduling/programming and keep up to date on all new machines along with their locations throughout Casino.
• Perform the duties of the Player Services Representatives as needed. Assist other departments with player redemptions and makes promotional announcements as necessary.
• Monitor Muckleshoot Rewards embosser, copier, and Boca printers, keeping them stocked and operating.
• Recommend correction action to the Player Services Manager/Asst. Mgr.; with approval and supervision, will prepare and administer corrective actions.
• Make sure all collateral on the casino floor is accurate and current. Ensuring Player Services Representatives change out, monthly collateral. Similarly, check all poster back-lights to make sure they are operational. If not, create a work order and monitor the completion of the work order.
• Ensure the cleanliness of the Player Services Desk.
• Coordinate, facilitate, and execute Casino promotions and off-site events/tradeshows.
• Create and coordinate promotional rules from beginning to end for approval and presentation to proper authorities.
• Coordinate accurate payout of guests for promotional drawings and tournaments.
• Utilize the Muckleshoot Rewards database and CMP to maximize and track promotions.
• Answer questions about the Casino and Muckleshoot Rewards.
• Assist and coordinate the creation of advertisements and collateral dealing with promotions.
• Maintain promotional files and historical information.
• Works with casino staff to ensure proper on-site and off-site representation and promotional coordination.
• Advise management of project tasks and assignments.
• Assist with negotiating, purchasing, and managing promotional inventory.
• Create purchase requisitions using Redrock.
• Set up vendors with vendor numbers through the finance department.
• Initiate check requests for approval when needed.
• Creates, maintains, and facilitates a positive and safe work environment; promotes positive team member relations and reports issues to the appropriate personnel.
• Perform other duties as assigned.

WHAT YOU’LL BRING

• Two (2) years of Guest/Player Services experience, and Casino Promotions or related experience with at least one (1) year lead experience required.
• One (1) year of gaming/hospitality industry experience required.
• Public speaking experience required.
• Computer training required.
• Experience with database marketing preferred.

HOW YOU’LL BE SUCCESSFUL

• Knowledge and skill using player tracking and relevant functional systems and application software.
• Knowledge of player rating criteria and benefits of Muckleshoot Rewards.
• Knowledge of regulatory, departmental, and company policies.
• Ability to perform the duties of the Player Services Representatives at an advanced level.
• Ability to adhere to regulatory, departmental, and company policies in addition to working with and maintaining confidential materials required.
• Ability to communicate effectively, both orally and in writing. Read, write, and speak English fluently.
• Ability to work effectively in a high volume, high-pressure, high-stress environment.
• Ability to receive and accept direction and instruction in a positive and cooperative manner.
• Ability to utilize portable radio or cell phone to be in constant contact with the Department, as needed.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.