** Xperience Players Club Shift Manager**

**Job Category****:** Marketing **Requisition Number****:** XPERI002439 Showing 1 location **Job Details**

**Description**

**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 Xperience 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 Xperience 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 Xperience 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 Xperience 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, Xperience 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 back up 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**

Exceptional guest service skills required.

Casino experience preferred.

Minimum of two years supervisory experience and/or training; or equivalent combination of education and experience.

Previous hospitality, retail and/or event planning experience preferred.

Exceptional organizational, communication, leadership and interpersonal skills.

Ability to assist in establishing procedures for the effective implementation of the Guest Services Managers directives.

Ability to interact positively with guests and solve guest problems.

Skills in identifying and resolving administrative problems under pressure conditions.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.

Must have strong customer service skills and a background in Telemarketing, Room Reservations, VIP Services or Casino Services preferred.

High call volume or multi-line phone data entry/typing skills are strongly preferred.

Ability to follow directions with minimal supervision.

Knowledge of proper telephone etiquette.

Must be customer service oriented and have excellent verbal and written communication skills with the ability to multi-task and work independently.

Ability to work in a challenging environment dealing with sensitive issues and maintain confidentially with strong attention to detail and excellent problem solving, organizational, and time management skills.

Ability to maintain professional, courteous, and effective working relationships with all levels of the organization and outside business contacts.

Proven intermediate skills in Windows, MS Office Programs (Word, PowerPoint, Excel), and experience with database systems. Ability to prepare reports, correspondence, charts, forms and other information and instructions.

**Certificates, Licenses, Regulations**

Must be able to obtain and maintain a Class A gaming license from the Stillaguamish Tribal Gaming Agency and Washington State.

**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. This is a 24 hour, 7 days a week work operation.

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