Supervisor, Players Club

Seminole Hard Rock Hotel & Casino Tampa; Tampa (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

Seminole Hard Rock Hotel & Casino Tampa is seeking a Players Club Supervisor to oversee the Players Club Leads and Representatives, drive new gaming customer solicitations, and maintain data entry standards. You will manage promotions, reporting, and coordination with multiple departments on the casino floor and events.

Ideal candidates bring 1–3 years in casino marketing or customer service supervision, with strong Excel skills and the ability to work evenings, weekends, and holidays.

Qualifications

• Minimum 1–3 years in casino marketing, slot host experience, or customer service supervisory role.
• Strong service level standards to create guest return experience.
• Proficiency in MS Excel, Access, and Word.

Responsibilities

• Interview, hire, and train staff; plan, assign, and direct work.
• Maintain staff schedules and ensure weekly deadlines and compliance.
• Oversee Player’s Club promotions, redemptions, and data accuracy.

Skills

Customer service supervision

Excel

Communication

Education

High School Diploma / GED

College degree preferred

Tools

CMP systems

GHS systems

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

Job Description

The Players Club Supervisor is responsible for oversees all of the Player's Club Leads and Representatives who solicits and identifies new gaming customers for the Players Club program. They also maintain customer information assuring the highest standards of data entry.

Essential Duties Include, But Are Not Limited To

• Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Maintains staff schedule to optimize service levels and maintain fiscal responsibility.
• Ensures that all scheduling deadlines are met on a weekly basis. Ensures compliance with State, gaming and Tribal laws.
• Manages Player’s Club promotions and redemptions, including but not limited to gift days and free play offers.
• Ensures Player’s Club Reports are processed and maintained.
• Ensures comps and prize redemptions are issued in accordance with Hard Rock guidelines with the proper controls, auditing, surveillance and coordination in place.
• Assists in the resolution of player and cross department challenges through interaction both on the casino floor and off. Works closely with Player Development, slot department, table games department, and guest services / call service center.
• Assists Player’s Club Manager with all Player’s Club activities including Player’s Club equipment ordering, installation and training.
• Assists Player’s Club Manager with Player’s Club equipment maintenance, ordering of supplies and printed materials/cards.
• Meets and greets players on floor, at special events and at promotions.
• Monitors slot marketing systems and performance.
• Supports and maintains Hard Rock courtesy guidelines and ensure subordinate participation. This includes attending Hard Rock customer service and supervisor training and making sure your subordinates attend the appropriate training classes as well.
• Maintains confidentiality of information and agree to and sign the Hard Rock confidentiality agreement.
• Responsible for maintaining a clean, safe and hazard free work environment.
• Must be familiar with and follow, exactly, the secret shopper criteria.
• Perform other duties as assigned.

Qualifications

• High School Diploma, GED, or equivalent required.
• HA college degree preferred and/or combination of education and work experience.
• 1-3 years of casino marketing or slot host experience preferred or 1-3 years of customer service supervisory experience.
• Must possess the 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.
• Must display commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
• Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• Must be able and willing to work flexible schedules, to include evenings, weekends and holidays.
• Must possess a strong knowledge of CMP and GHS systems and must be proficient in Microsoft Excel, Access, and Word.

Work Environment

• Duties and responsibilities are typically performed on the Casino Floor in a fast-paced, guest-smoking environment, with constant exposure to general public and excessive noise.
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.

Native American Preference Policy

The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.

Employment Process

Seminole Gaming’s employment process requires candidates to obtain gaming licensure by successfully completing a background check with Seminole Gaming Compliance and Regulations, prior to beginning employment. These background checks may include, but are not limited to:

• Credit Check
• Criminal Background Check
• Drug Screen

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The Company gives preference in all of its employment practices to Native Americans. First preference in hiring, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.