Players Club Shift Manager

Starting Wage : $25.25 / hr

Company Standards

At Angel Of The Winds Casino Resort we require all Team Members to provide exceptional guest service with a positive and out-going attitude. We value all guests and Team Members through our guiding values; Welcoming Engaged Accountable Customer Experience and Team. We have a commitment to understand define and deliver what our guests want and represent our company by being professional and courteous to all.

Responsibilities

• Supervises and implements promotions preferred player events and other casino events or promotions.
• Interacts with guests to increase awareness of the Players Club and other casino promotions.
• Monitors activity to ensure guest satisfaction and adherence to applicable policies rules and regulations.
• Oversees event ticket sales in accordance with gaming regulations and internal control standards.
• Provides input and assists in the planning and development of gaming promotions.
• May assist in specialized services to tour groups and VIP guests.
• Assists with evacuation plans and routes.
• Manages priorities and assignments of staff including shift coverage and work schedules for Players Club and Event Coordinators
• Handles complaints and refers unresolved issues to immediate manager.
• Conducts job applicant interviews and assists with the hiring of new staff.
• Evaluates staff performance and rewards or disciplines staff as necessary.
• Coaches counsels and assists in career development of staff in the areas of guest service hospitality policies and procedures.
• Maintains a high level of professionalism teamwork and competence in the staff.
• Assists in assessing creating and implementing staff training programs.
• Assists with monitoring and making recommendations for the adjustment of staffing levels.
• Contributes in staff meetings of operations personnel or confers with subordinate personnel to discuss operations problems or explain procedural changes or practices.
• Participates in formulating and administrating company policies and developing long-range goals and objectives for the Guest Services Department.
• Accurately completes paperwork and maintains logs.
• Assists gaming and other departments as needed.
• Monitors Players Club areas for minimal accidents and incident reports.
• Work hours are determined by 24-hour schedule and are subject to change.
• Ensures compliance with Tribal State Federal and NIGC regulations.
• Ensures control / protection of company assets.
• Work nights weekends and holidays as required.
• Performs other duties as assigned.
• Oversees and assists all activities of the Players Club / Call Center.
• Helps hire and develop staff in the areas of Core Values customer service hospitality and policies and procedures.
• Oversee the daily process to ensure guest satisfaction by consistent delivery of both product quality and service in a prompt and courteous manner.
• Serves as a first point of contact for internal and external guests. Greets all phone contacts with a pleasant and helpful demeanor as the voice of Angel Of The Winds Casino Resort.
• Answers and directs incoming calls to appropriate individuals and / or departments.
• Takes reservations along with other requests from Casino and Hotel guests.
• Remains up to date on Casino promotions events Club benefits and Food & Beverage offerings.
• Upholds the Resorts commitment to hospitality.
• Performs outbound calls to guests to confirm reservations while informing the guest of any current promotions.
• Uses persuasive selling techniques to sell rooms and to promote other services of the hotel and casino.
• Maintain patience and composure while exemplifying excellent guest service with upset angry and / or frustrated guests using compassion and empathy.
• Partners and helps resolves unusual occurrences or requests.
• Respects guest privacy and maintains confidentiality.
• Acts as a backup for the Player Development Team and will issue comps based on play
• Creates implements and executes casino promotions
• Communicates with all departments regarding all casino events and promotions

Qualifications

Certificates Licenses Regulations

Physical Demands and Work Environment

Constantly requires the ability to receive detailed information through oral and written communication. The position requires exerting up to 50 pounds of force occasionally and / or up to 20 pounds of force frequently and / or up to 10 pounds of force constantly to move objects. Requires repetitive movement with the ability to stand and / or walk for an entire shift. Requires repetitive movement daily with sedentary work occasional bending and crouching. There are no adverse conditions but employee is exposed to tobacco smoke on a regular basis. This is a 24 hour 7 days a week work operation.

Required Experience :

Manager

Key Skills

Restaurant Experience,Labor Cost Analysis,Customer Service,Communication skills,Basic Math,Food Safety Experience,Management Experience,Shift Management,Employment & Labor Law,Leadership Experience,P&L Management,Supervising Experience

Employment Type : Full-Time

Experience : years

Vacancy : 1