Casino Player Services Supervisor

2 weeks ago

Manchester, New Hampshire, United States Penninsula Pacific Entertainment (P2E) Full time
*Night and weekend availability is a must*
Position Summary:The Player Services Supervisor is responsible for directly supervising the player services team in accordance with company Internal Control Policies and Procedures, state and federal regulations, Bank Securities Act, and the company's Responsible Gaming Plan. They also serve as the primary contact for guests and are responsible for key data entry into the Players Card database, ensuring accuracy in all cash and credit transactions, and end-of-day procedures.

5 Days a Week, and Nights Required.

Essential Responsibilities:

  • Provide exceptional guest service to both internal and external guests.
  • Motivate, train, coach, mentor, and lead staff to ensure team members have the guidance and resources needed to achieve their objectives.
  • Create a supportive and motivating environment for team members.
  • Assist in establishingdepartment standards, guidelines, and objectives. Manage administrative processes, including budget and staffing, to ensure efficient operation.
  • Maintain the confidentiality of privileged information in line with company policy and state regulations.
  • Review activities in all reporting areas to improve staffing levels, working conditions, and guest service quality and profitability.
  • Ensure subordinate employees perform their work within established standards.
  • Act as a Player Services Manager in the absence of a full-time Player Services Manager.
  • Assist in managing regulatory and internal control procedure audits. Document findings, follow up on corrective actions, and recommend policy and procedural changes.
  • Adjust daily schedules based on business levels and maintainprotection of currency.
  • Evaluate and prepare daily cash and electronic check deposits.
  • Verify daily deposits from the count room.
  • Monitor currency levels for TRU machines daily.
  • Handle and maintainKeno and scratch ticket machines where applicable.
  • Enforce procedures and controls to protect assets.
  • Monitor and evaluate company activities related to departmental operations.
  • Review compliance with gaming regulations, company policies, and procedures.
  • Monitor and evaluate Player Services Representatives' activities to achieve financial, policy, and regulatory objectives.
  • Create and foster an environment of support and motivation for team members.
  • Enhance the company's brand value withinall programs.
  • Identify and gather information on valuable guests through observation, analysis, and personal contact.
  • Execute guest loyalty, relationships, and direct marketing programs.
  • Accurately and efficiently perform data entry tasks associated with Players Club memberships.
  • Record and report database information to management.
  • Possess thorough knowledge of special events, promotions, advertising campaigns, and community events.
  • Display superior interpersonal skills and a mature presence.
  • Conduct informal surveys and queries.
  • Become an expert in the player tracking system software.
  • Ensure effective communication within the department.
  • Maintain contact with Security and Surveillance Agents and the bank to locate variances and ensure proper handling of monies.
  • Resolve problems within the position's scope of authority and recommend courses of action for problems beyond the scope to the position supervisor.
  • Monitor day-to-day department activities as per company policies.
  • Act as a Main Banker or Cashier/Teller as needed.
  • Keep the position supervisor informed of relevant activities.
  • Ensure compliance with gaming laws, company internal controls, policies, procedures, Title 31, and federal regulations.
  • Issue employee discipline and counseling.
  • Report monetary or procedural discrepancies to the Manager promptly.
  • Perform other duties as assigned.

Position Qualifications:

  • High school diploma or GED, and one to two years of related experience and/or training or an equivalent combination of education and experience in highvolume cash operations.
  • Proficiencyin using the Ten Key Adding Machine.
  • Professional demeanor and strong communicationskills with the public.
  • Ability to work in a fastpaced environment with a high degree of concentration required for job duties.
  • Proficiency in Excel and Word.
  • Ability to formulate and communicate ideas and make independent decisions.
  • Ability to work in an environment exposed to secondhand smoke, moderate to loud noise levels, and varied light levels, including flashing lights.

Physical Requirements:


Ability to work in an environment exposed to secondhand smoke, moderate to loud noise levels, and varied light levels, including flashing lights.

A list of physical demands, equipment, & work environment demands can be reviewed in Human Resources. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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