Supervisor, Players Club

The Players Club Supervisor is responsible for leading the Players Club Leads and Representatives who solicit and identify new gaming customers for the Players Club program. The role also supports customer data standards, promotion and redemption execution, and coordinated controls across multiple casino departments.

Key Responsibilities

• Oversee Players Club Leads and Representatives who solicit and identify new gaming customers for the Players Club program.
• Maintain customer information and uphold the highest standards for data entry.
• Conduct interviewing, hiring, and training; plan, assign, and direct work; appraise performance; reward and discipline employees; and address complaints and resolve problems.
• Maintain the staff schedule to optimize service levels and support fiscal responsibility, ensuring weekly scheduling deadlines are met.
• Ensure compliance with State, gaming, and Tribal laws.
• Manage Players Club promotions and redemptions, including gift days and free play offers.
• Ensure Players Club reports are processed and maintained.
• Ensure comps and prize redemptions are issued in accordance with Hard Rock guidelines, with proper controls, auditing, surveillance, and coordination.
• Assist in the resolution of player and cross-department challenges through interaction both on the casino floor and off.
• Work closely with Player Development, slot department, table games department, and guest services/call service center.
• Assist the Players Club Manager with Players Club activities, including equipment ordering, installation, and training.
• Assist with equipment maintenance, ordering of supplies, and ordering printed materials/cards.
• Meet and greet players on the floor, at special events, and during promotions.
• Monitor slot marketing systems and performance.
• Support and maintain Hard Rock courtesy guidelines and ensure subordinate participation.
• Attend Hard Rock customer service and supervisor training, and ensure subordinates attend the appropriate training classes.
• Maintain confidentiality of information and agree to and sign the Hard Rock confidentiality agreement.
• Maintain a clean, safe, and hazard-free work environment.
• Follow, exactly, the secret shopper criteria.
• Perform other duties as assigned.

Required Education

• High School Diploma, GED, or equivalent required.

Qualifications and Preferences

• HA college degree preferred and/or combination of education and work experience.
• 1–3 years of casino marketing or slot host experience preferred, or 1–3 years of customer service supervisory experience.
• Ability to deliver a service level that creates an atmosphere where guests want to return and provides each guest a positive, memorable entertainment experience.
• Commitment to go above and beyond to support organizational goals.
• Ability to project a professional appearance while maintaining excitement, enthusiasm, and an outgoing personality.
• Ability and willingness to work flexible schedules, including evenings, weekends, and holidays.
• Strong knowledge of CMP and GHS systems and proficiency in Microsoft Excel, Access, and Word.

Technologies

• CMP
• GHS
• Microsoft Excel
• Access
• Word

Work Environment

Duties and responsibilities are typically performed on the casino floor in a fast-paced, guest-smoking environment with constant exposure to the general public and excessive noise. The role frequently requires standing and walking, using hands to finger, handle, or feel, reaching with hands and arms, talking or hearing, and tasting or smelling. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities include close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus.

Location

Tampa, FL (onsite)

Native American Preference Policy

The Tribal Council gives preference in all employment practices to Native Americans. First preference is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.

Employment Process

Seminole Gaming’s employment process requires candidates to obtain gaming licensure by successfully completing a background check with Seminole Gaming Compliance and Regulations prior to beginning employment. Background checks may include a credit check, a criminal background check, and a drug screen.

Disclaimer

This posting is intended to reflect an accurate description of the current job. Management reserves the right to revise the job or require other or different tasks when circumstances change, including emergencies, changes in personnel, workload, rush jobs, or technical developments.