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Player Services Supervisor

2 months ago

Waukegan, United States American Place Casino - Waukegan, Illinois Full time

**Under the direction of the Player Services Manager, the incumbent is responsible for planning and directing the Player Services Representatives, Guest Service, Promotions, and overall Marketing operations to ensure a positive guest experience.**:
**Essential Job Functions**:

- **Exhibit all conduct in accordance with Illinois Gaming regulations and American Place policies and procedures, as well as all Federal and State laws and regulations;**
- **Consistently deliver positive, courteous, and professional guest service in all interactions with guests, visitors, vendors, and fellow employees;**
- **Oversee daily work assignments of Players Services Staff;**
- **Create and issue Players cards and promote the program and related promotions;**
- **Investigate and resolve guest situations;**
- **Maintain up-to-date knowledge of player tracking system, promotions, events, entertainment, and general property information;**
- **Maintain the integrity of the database by following precise standards of data entry;**
- **Responsible for quality, consistency, and presentation of all products delivered to guests;**
- **Print and process routine reports and may assist in the training of new departmental employees;**
- **Promote positive guest/employee relations;**
- **Participate in running casino promotions on the gaming floor with players when requested;**
- **Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations;**
- **Ensure prompt and discrete notification to management of any observation of illegal acts and/or internal ethics violations;**
- **Work flexible schedule to accommodate the needs of the operation;**
- **Ensure procedures protect the integrity and security of the company, employees, and guests;**
- **Maintain excellent communication skills and interpersonal relations with guests, vendors, visitors, and fellow employees;**
- **Conduct personal behavior and select, train, coach, counsel, appraise and retain direct reports who consistently perform actions and behaviors that reinforce excellence in operations;**
- **Display professional conduct, sound judgment, the highest level of professional integrity, and a strong work ethic;**
- **Maintain a clean, safe, hazard-free work environment within the area of responsibility;**
- **Perform other duties as assigned.**

**EDUCATION and/or EXPERIENCE**:

- **Bachelor’s Degree in the related field is preferred**
- **1-year supervisory experience strongly preferred**
- **1-year related casino players club experience strongly preferred**:

- **3 or more years of front desk experience is required**:

- **Prior high-volume customer service experience**:
**Preferred**:
**Bilingual a plus**:
**CERTIFICATES, LICENSES, AND REGISTRATIONS**:
**Must be able to obtain/maintain any necessary certifications and/or licenses as required by local gaming regulations.**:
**KNOWLEDGE/SKILLS/ABILITIES**:

- **Excellent verbal communication skills are required**:

- **Must be highly organized and detail-oriented with strong decision-making skills**:

- **Ability to thrive in a fast-paced multi-tasking, hands-on environment**:

- **Ability to establish and maintain positive working relationships**:

- **Ability to work overtime and irregular hours**:

- **Strong Computer skills**:

- **Understanding of various telecommunications equipment**:

- **Must be able to stand and walk for extended periods. Other physical demands of this job may include but are not limited to; sitting, bending, lifting to a minimum of 25lbs, reaching, pulling/pushing, kneeling, squatting, and grasping.**:

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