MAJOR FOCUS:

Responsible for the smooth and efficient operation of the Players Club on assigned shift.

ESSENTIAL FUNCTIONS:

• Supervises overall staff performance as it pertains to the Players Club.
• Interacts with customers and employees to assure that the team is always pleasant while being efficient and effective.
• Ensures that customer service standards are exceeded at all times and that all Players Club personnel are committed to excellence in the performance of their assigned duties.
• Investigates player complaints and determine basis of grievance. Tries to resolve the situation or aid management in a quick and fair solution to the matter.
• Supervises, coordinates and monitors all activities of the Players Club during assigned shift.
• Reviews comp cash reports at the end of each Representative's shift to ensure accuracy.
• Assists guests with all aspects of casino customer service.
• Operates Marketing promotions to include gifts, drawings, and giveaways.
• Ensures paperwork and prize logs are completed properly.
• Works at terminal at least 25% of work time.
• Maintains proficiency with the CMS System and Kiosk Manager, and Promo Delivery.
• Coordinates with Casino Hosts to deliver the best service to premium patrons.
• Responsible for database upkeep and correct guest information and groupings.
• Ensures that all equipment is in good working order.
• Responsible for the inventory of Players Club merchandise.
• Interacts with the Marketing Department and maintains knowledgeable of current promotions.
• Maintains marketing information including spreadsheets, calendars, marketing operationals.
• Maintains and updates all information that is provided in the shared Players Club folder.
• Maintains knowledge of the CastNet System.
• Maintains knowledge of the point inquiry database and the iGaming database.
• Assists in interviewing new candidates for Players Club Representative positions.
• Maintains employee files.
• Maintains payroll and attendance records.
• Maintains employee sign in and out sheets to include breaks.
• Completes and issues timely evaluations for subordinates
• Conducts formal and informal training for subordinates
• Conducts formal and informal coaching and counseling with subordinates
• Assists with issuance of coaching and corrective counseling.
• Rewards and recognizes superior performers
• Ensures that employees work safely and follow all safety rules

ADDITIONAL FUNCTIONS:

• Perform other duties as assigned.

REQUIREMENTS/EDUCATION:

• High school diploma or GED or equivalent experience required
• Two years of supervisory experience preferred
• Must possess good math skills
• Must possess computer proficiency with Microsoft Word
• Must possess good oral and written communication skills
• Must possess good customer service and leadership skills
• Must be able to solve problems and deal with a variety of situations
• Must present an overall professional appearance
• Must be able to work weekends, holidays and nights as scheduled
• Must be able to successfully pass a background check and receive a license from the DE Lottery
• Must be able to read and write English fluently.

The above description denotes some of the specific characteristics which are necessary to perform the principal functions of the job and are not intended to be a description of all the work requirements that may be inherent in the position.

Bally's Dover is an equal opportunity employer.

Addendum to Job Description