Lead Player Services Representative

3 weeks ago

Keene, United States P2E - New Hampshire Group Full time

**Job description**

**Position**:Player Services Lead**

**Position Summary**:
**WEEKENDS MANDATORY Must be flexible to work any shift.**

Responsible for direct supervision of the player services team members in accordance with company Internal Control Policies and Procedures, state and federal regulations, Bank Secrecy Act, and the company’s Responsible Gaming Plan. Also serves as guest contact and key data entry personnel for Players Card database information. Ensures accuracy on all cash and credit transactions and end of business day.

**Essential Responsibilities**:
1. Provides next-level guest service to internal and external guests.

2. Motivates, trains, coaches, mentors, and directs staff to ensure that Team Members receive leadership, guidance and resources to accomplish established objectives.

3. Responsible for creating and fostering an environment of support and motivation for Team Members.

4. Assists in establishing department standards, guidelines and objectives, and maintains other administrative processes such as budget and staffing to ensure proper planning and efficient operation of assigned areas.

5. Maintains confidentiality of all privileged information in accordance with established procedures with company policy and state regulations.

6. Reviews activities in all reporting areas in order to gauge and improve staffing levels, working conditions and other matters which influence quality guest service and profitability.

7. Reviews the work activities of subordinate employees to ensure that work is being performed within the standards established by management.

8. May act as a Player Services Manager in the absence of a full-time Player Services Manager.

9. Assists in management of regulatory and internal control procedure audits. Researches and documents any findings. Follows-up on corrective action and recommends policy as well as procedural changes to mitigate future deficiencies.

10. Understands department objectives, standards, guidelines and budget to achieve effective supervision of department; adjusts daily schedule according to business levels.

11. Maintains protection of extremely large amounts of currency, ensuring prevention of loss by providing extreme care and attention to detail.

12. Evaluates and prepares daily cash deposit and electronic check deposits.

13. Verifying daily deposits from the count room.

14. Monitoring the currency levels for the TRU machines on a daily basis to make sure we have adequate levels of currency to dispense.

15. Handling & maintaining Keno and scratch ticket machine on site where applicable.

16. Ensures procedures and proper controls are strictly enforced to protect assets.

17. Monitors and evaluates overall company activities in relation to departmental operations to ensure integration of company needs with the services rendered.

18. Reviews compliance with relevant gaming regulations to ensure that the department is operating within these parameters, as well as company policies and procedures.

19. Works with customer relations issues that are beyond the authority of staff in order to resolve situations in an equitable manner.

20. Monitors and evaluates the activities of Player Services Representatives to ensure achievement of financial, policy and regulatory objectives.

21. Responsible for creating and fostering an environment of support and motivation for Team Members.

22. Increases value of the brand of the company within all programs and execution of those programs.

23. Identifies and gathers information on valuable guests through observation, analysis, personal contact and service.

24. Executes guest loyalty, relationships, and direct marketing programs. Provides services to respond to guest requirements.

25. Accurately and efficiently performs data entry tasks associated with Players Club memberships.

26. Records and reports database information to management; may assist in updating database files.

27. Possesses and maintains thorough knowledge of all special events, promotions, advertising campaigns and community events.

28. Displays superior people skills and project mature presence and confidence.

29. Conducts informal surveys and queries.

30. Becomes an expert of the player tracking system software.

31. Responsible for communication within department ensuring information is shared with team members.

32. Maintains contact with Security and Surveillance Agents and the bank to locate variances and ensure proper handling of monies.

33. Resolves problems that are within the position's scope of authority and recommends courses of action to resolve problems that are beyond the scope of authority to the position supervisor.

35. May act as a Main Banker or Cashier/Teller as needed.

36. Keeps Player Services manager informed of relevant activities.

37. Ensures compliance with all applicable gaming laws and company internal controls, policies, and procedures, Title 31, and federal regulations.

38. Report

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