Supervisor, Players Club

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:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• 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:

(Related education and experience may be interchangeable on a year for year basis)

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: (Licenses, Certifications, Testing, etc.):

• 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: