Supervisor, Players Club

175 Hard Rock Bristol LLC; Bristol (VA); On-site; USD 37,000 - 49,000; Full time

Benefits offered by this job

Benefits package

Job summary

175 Hard Rock Bristol LLC is seeking a dedicated team member for the Players Club department. The incumbent will assist in implementing and managing all club programs, enroll members into the Unity by Hard Rock Rewards, and supervise the Players Club Representatives to deliver superior guest service.

The role involves coordinating with the team, handling reports and communications, and ensuring compliance with Virginia Gaming Regulations. Evening and weekend availability is required.

Qualifications

• High school diploma or equivalent.
• Some customer service experience and/or training.
• Computer literacy required; proficient with MS Office.

Responsibilities

• Assist with enrolling members into the Unity by Hard Rock Rewards program.
• Supervise Players Club Representatives and coach staff.
• Transport supplies, reports, and forms; handle guest questions, redemptions, and special requests.
• Monitor operations of Players Club centers, prepare reports, and manage data entry.
• Ensure compliance with Virginia Gaming Regulations and company policies.

Skills

Customer service

English communication

Computer literacy

Leadership skills

Education

High school diploma or equivalent

Tools

Microsoft Word

Excel

Outlook

PowerPoint

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

The incumbent for this position is responsible for assisting the Players Club department in implementing, coordinating, and managing all Club programs in accordance with company directives. Duties will include supervising Players Club Representatives, assisting with enrolling members into the Unity by Hard Rock Rewards program, transporting supplies, reports, and forms, and guests with questions, redemptions, and special requests.

ESSENTIAL FUNCTIONS:

• Creates an atmosphere that induces guests to make Hard Rock Hotel & Casino Bristol their choice for gaming entertainment.
• Proactively communicates loyalty program benefits and current promotional offers.
• Responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service.
• Responsible for consistent execution of Players Club initiatives, offers, and promotions.
• Monitors daily operations of Players Club centers, including reports, data entry, communications and event-related operational responsibilities.
• Plans, schedules, and implements training/coaching of Players Club Representatives on systems and departmental policies.
• Responsible for monitoring and evaluating Players Club Representatives during shift, training and counseling team members.
• Works with the Players Club department to ensure one has a clear understanding of the kiosk program so that one can help update, maintain, and resolve issues.
• Focus on meeting the monthly goals of email capture, phone capture and new member sign-ups.
• Maintains a strong knowledge of daily, weekly and monthly Casino promotions, comp issuance and patron response functions.
• Ensures departmental workflows, processes, reporting, and overall compliance are met.
• Responsible for addressing complaints and resolving problems both internal and external.
• Must provide and promote the highest level of guest service and outstanding guest relations.
• Will assist with Players Club promotions and redemptions as applicable.
• Act as liaison between guests and management as relates to needs of guests’ complaints and concerns.
• Perform other duties as assigned and adheres to all Virginia Gaming Regulations.
• Attend seminars when needed.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

• This knowledge and these abilities are typically acquired through a high school diploma or equivalent.
• Some demonstrated customer service experience and/or training or combination of education and experience is required.
• Computer literacy required.
• Good oral and written English communication skills with good phone etiquette is mandatory.

ADDITIONAL REQUIREMENTS:

• Must be at least twenty-one (21) years of age.
• Must obtain and maintain all licenses/certifications per Federal, State, and Virginia Lottery.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Prior experience in the Gaming industry is strongly preferred.
• Must be able to work evenings, holidays and weekends, as well as flexible shifts.

KNOWLEDGE OF:

• Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint.
• Pertinent federal, state, and local laws, codes, and regulations.
• Cash handling, marketing, and sales techniques.

ABILITY TO:

• Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Routinely go above and beyond in the accomplishment of position responsibilities to play a role in the achievement of organizational goals.
• Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• Communicate clearly and concisely, both orally and in writing.
• Participate in the development and administration of goals, objectives, and procedures.
• Operate various types of office equipment.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Be flexible to work varying shifts and time schedules as needed.

This position spends time on the Casino floor and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume.

PAY RANGE:

$37,100 - $49,400/Salary

Be Iconic represents the roots of our culture. The Seminole Tribe of Florida remains the only unconquered tribe in the United States of America. The Tribe established Seminole Gaming in 1979, when it opened the first high-stakes bingo hall in the United States. Building on its rich heritage of courageous and groundbreaking achievements, the Seminole Tribe of Florida acquired Hard Rock International in March 2007—the first transaction of its kind by a Native American tribe. Today, Hard Rock International remains one of the most globally recognized companies in the world, with Hard Rock Hotel, Casino, Cafe and Rock Shop® venues in over 74 countries. With the continued growth of Seminole Gaming and Hard Rock International, Seminole Hard Rock Support Services was created to support all of our brands and lines of business. With the largest global footprint in the hospitality industry for over 50 years, our number-one job is to bring fun and excitement to our team members and our guests!