Golden Entertainment
Summary:
Responsible for the day to day operation and direct supervision of all activities within the Players Club department. Ensure daily operations and experiences meet guest expectations. Appropriately respond to and manage any escalated departmental concerns and guest and/or employee challenges.
Essential Functions and Responsibilities:
Hire, train, develop, measure performance, discipline, and schedule department staff
Lead the tactical execution of strategic initiatives under the direction of division leadership
Establish standards of service within assigned department(s) and ensure achievement
Monitor and control labor within the department while maintaining adequate coverage in the department based on business demands
Provide monitoring and reporting to executive marketing management to maintain and enforce internal and external rules, regulations, and audit requirements
Handle elevated guest issues with regards to Players Club account discrepancies or disputes
Demonstrate high levels of guest service for the Players Club team as measured by various service programs
Adhere to company guidelines and procedures when handling stolen or lost cards, deletion of accounts, and any adjustment to accounts
Communicate and work closely with other departments for any updates or changes regarding property amenities and club program changes
Remain knowledgeable about the casino floor and of the hotel events taking place
Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
Perform other duties as assigned
Qualifications
3 years of previous marketing, sales or customer service experience with progressive supervisory experience
Previous management experience within a hotel/casino players club preferred
Excellent communication skills required, both in one-on-one and large group settings, including the ability to effectively present information to all levels of management
Maintain confidentiality of guest information and pertinent hotel data
Proven experience providing high level of guest service
Basic computer skills, including experience with Oasis, CMS, LMS, and Microsoft Office preferred
Ability to access and input information using a moderately complex computer system
Must be 21 years of age
High school diploma or equivalent
Ability to effectively communicate in English, both written and verbal
Obtain and maintain all work cards as required by the company
Verify right to work in the United States
Work Cards
Nevada Gaming Registration
Physical Requirements
Occasionally push, pull, lift, carry up to 10 lbs at floor, knee, waist, and chest levels
Occasionally squat kneel, reach, bent, and twist
Regularly sit and work at a desk or computer
Regularly stand or walk
Constant use of hearing and vision, distinguish between shades of color, and use tools or equipment requiring a high degree of dexterity
Frequently move throughout the property
Ability to ascend and descent stairs
Work Environment Potential Conditions
Indoor & Outdoor
Smoky & Noisy
Bright flashing lights
Extreme hot & cold temperatures
Exposure to dust, fumes gases and/or slippery surfaces
Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.
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Essential Functions and Responsibilities:
Hire, train, develop, measure performance, discipline, and schedule department staff
Lead the tactical execution of strategic initiatives under the direction of division leadership
Establish standards of service within assigned department(s) and ensure achievement
Monitor and control labor within the department while maintaining adequate coverage in the department based on business demands
Provide monitoring and reporting to executive marketing management to maintain and enforce internal and external rules, regulations, and audit requirements
Handle elevated guest issues with regards to Players Club account discrepancies or disputes
Demonstrate high levels of guest service for the Players Club team as measured by various service programs
Adhere to company guidelines and procedures when handling stolen or lost cards, deletion of accounts, and any adjustment to accounts
Communicate and work closely with other departments for any updates or changes regarding property amenities and club program changes
Remain knowledgeable about the casino floor and of the hotel events taking place
Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
Perform other duties as assigned
Qualifications
3 years of previous marketing, sales or customer service experience with progressive supervisory experience
Previous management experience within a hotel/casino players club preferred
Excellent communication skills required, both in one-on-one and large group settings, including the ability to effectively present information to all levels of management
Maintain confidentiality of guest information and pertinent hotel data
Proven experience providing high level of guest service
Basic computer skills, including experience with Oasis, CMS, LMS, and Microsoft Office preferred
Ability to access and input information using a moderately complex computer system
Must be 21 years of age
High school diploma or equivalent
Ability to effectively communicate in English, both written and verbal
Obtain and maintain all work cards as required by the company
Verify right to work in the United States
Work Cards
Nevada Gaming Registration
Physical Requirements
Occasionally push, pull, lift, carry up to 10 lbs at floor, knee, waist, and chest levels
Occasionally squat kneel, reach, bent, and twist
Regularly sit and work at a desk or computer
Regularly stand or walk
Constant use of hearing and vision, distinguish between shades of color, and use tools or equipment requiring a high degree of dexterity
Frequently move throughout the property
Ability to ascend and descent stairs
Work Environment Potential Conditions
Indoor & Outdoor
Smoky & Noisy
Bright flashing lights
Extreme hot & cold temperatures
Exposure to dust, fumes gases and/or slippery surfaces
Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.
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