SUMMARY:

The Player’s Club Manager, under the supervision of the General Manager is responsible for representing S&K Gaming LLC and its properties. The primary responsibility as Player’s Club Manager is making sure people know about the property’s amenities and the casino promotions. They are responsible for assisting in the creation, development, implementation, and efficient operation of the Players Club Booth for S&K Gaming Casino facilities. Leads the Players Club team towards growing the club database by new player signup, managing customer requests through effective use of computer player tracking software and solves customer problems through sound decision-making. Will be fluent in all marketing programs, especially the Player’s Card program, patron management. Maintains a clean and neat work area and encourages staff by creating a positive work environment. Performs other related duties as assigned. Must possess excellent inter-personal skills with an ability to foster a supportive and enabling team environment. Promotes superior guest service. Has the ability to extend complementary services in accordance with the approved comp matrix. Develop guest loyalty, relationships, and direct marketing programs. Provide services to respond to guest requirements. Conduct informal surveys and queries. The position is responsible for creating a weekly/biweekly schedule, assisting guests, and facilitating promotions and events. This position serves as a valuable liaison between S & K Gaming and their casino’s marketing department and the guest. This position will also administer exception notices/write-ups in accordance with policy.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Maintain high level of customer satisfaction through prompt, efficient and friendly service.

Management of staff to include hiring/terminating, operational orientation, promoting/disciplinary actions, evaluating and appraising performance, and staff training and development.

Create a monthly staff schedule according to the business needs.

Reviews time off, leave requests and final approval of staff payroll through the company timekeeping system.

Manages and prepares department financial data to present to GM, CFO and CEO on a monthly, quarterly, and yearly basis.

Prepares written response to all audit findings and policy violations addressing concerns expeditiously and appropriately, to ensure integrity through accountability.

Ensure that proper department policies and procedures, internal controls, personnel policies, and Title 31 compliance are always followed.

Handles department staff issues.

Evaluates customer’s casino activity to determine complimentary level (room, food, beverage, and other).

Create and assist in special events and attend functions when appropriate.

Enforces privacy of all guest and limits request for information about such guests in accordance with S & K Gaming, LLC policies.

Maintains the highest level of confidentiality.

Explain Players Club to all customers in detail and motivate guests to join club.

Reprint lost or stolen cards.

Handle all redeemable items.

Register all participants in any promotional purpose or drawings and explain rules.

Distribute all merchandise for promotional purposes and giveaways.

Must be very well versed on property events and able to relay it to our customers.

Actively promote the Marketing and its benefits to S & K Gaming, LLC’s customers.

Conduct promotions through the Marketing system and help facilitate special events and promotions.

Distribute information about S & K Gaming, LLC properties and amenities.

Retain information concerning all Marketing promotions entertainment and events.

Make announcements regarding casino promotions, other announcements, entertainment, and events throughout casino.

Record information regarding guests, major wins, etc. for accounting and marketing departments.

Track employee exception notices, variances, and policy violations in accordance with cash handling procedures, Players Club policy, Employee handbook, MICS and TICS; includes tracking, handing exception notices and disciplinary actions to employees.

Capable of handling routine customer complaints and incidents while exhibiting the appropriate discretion in identifying situations that require the attention of a supervisor.

Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.

Responsible for compiling and generating reports as they relate to Player Club activity.

Service surveys.

Acts as a resource for customers, management, and employees, to ensure a maximum level of satisfaction and service throughout the department and the company.

Develops and sustains working relationships with customers, particularly high-end players.

Increases play with current customers and brand-new customers.

Works on player development with players

Augments special events, through telephone contact and/or personal communication, attending such events as an escort or host, participating when appropriate.

Negotiates details of special events geared towards player development and coordinates all aspects of such events, as needed.

Facilitates the effective management of information throughout the department and the company.

Maintains a working knowledge of the company’s facility, as well as current and upcoming special events on property, to advise customers and fellow employees of same, whenever possible

Responsible for maintaining a consistent, regular attendance record.

Produces and summarizes departmental progress reports to include post analysis of promotions, host monthly objectives, comp reports, New Player reports, and other reports as assigned on a Monthly, Quarterly, and yearly bases.

Produces monthly promotions 30-90 days prior to month.

Works with marketing to maintain the standards necessary for admittance to VIP events.

Plan and coordinate with Players Club staff to ensure promotional events are executed correctly.

Knowledge of the IGT Advantage player tracking system

Complies with Minimum Internal Control Standards (MICS) and all applicable gaming regulations.

All other duties as assigned by immediate manager/or supervisor.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED) or equivalent is required.

Exceptional guest service and communication skills is required.

Minimum of 1 year of casino or management experience.

Must have had full supervision of 3 or more employees.

Must have 1 year of experience working as a Slot Attendant, Dual Supervisor, Slot Supervisor is preferred.

Familiar or experience with Excel and data related work preferred.

CERTIFICATES, LICENSES & REGULATIONS:

Required to complete Title 31 Bank Secrecy Act (Anti-Money Laundering) certification annually.

SafeServ certification required.

Required to watch Customer Service video annually.

Required to watch Sexual Harassment video.

Cash handling training required.

POS training required.

Must complete gaming application and fingerprint process.

Required to obtain and maintain gaming license from the C&KT Tribal Gaming Commission annually.

This individual will be required to successfully pass a pre-employment drug test and as a condition of employment will be subject to random drug testing.

It is always the responsibility of the employee to have all documents current and valid.

Full Time Team Members (32+ hours) will be eligible for employee benefits after 90 days.

Include the following:

· Health

· Dental

· Vision

· Life insurance

· Short/Long term disability

· Holidays – 10 observed

· Paid Time Off

· 401k with company match

· Team Member Discounts

· Tuition Reimbursement

· Career growth

· Employee Recognition Program