Qualifications:

• Previous customer service experience is required
• Previous supervisory experience is required
• Superior customer service skills are required
• Strong interpersonal skills
• Strong computer skills (Microsoft Office Suite)

License Requirements:

Must secure appropriate RI mandated gaming licenses

Essential Job Functions:

• Supervising shift operations of the Players Club booths. This includes staffing, stocking, providing updated and accurate information to the staff, paging, Box Office operations, bus arrivals/departures, match play coupons, logging bus details, monitoring ACSC, Kiosks and Total Promo programs, monitoring/replenishing representative's cash banks, gift cards and gifts, printing and distributing required promotional reports, executing Promotions, adding on Bonus Play over $100 for Match Play Promotions, completing point adjustments and helping with the schedule along with posting shifts and bids.
• Oversee and assist with hiring, training and development of the Players Club Staff
• Ensuring all polices are being followed by every member of the Players Club/Staff and Supervisors/issuing discipline where needed.
• Help to maintain overall moral in the department, help resolve employee issues/concerns
• Take on certain duties of the Manager in their absence.
• Investigating and correcting guest issues related to their Players Club accounts
• Troubleshoot and resolve any guest issues related to Promotions or other offers
• Staff control (early outs; etc.)
• Working closely with and assisting the other divisions of the Marketing department (Promotions, Events, Player Development, and Direct Mail) with various projects and initiatives.
• Assist with preparing and executing all Bus Tours including: Handling phone bookings, greeting of the buses, bus check-in, assisting with game orientation until guests are settled in, directing bus guests throughout the facility, checking in with groups periodically throughout their stay, assisting with any bus promotional efforts, departing buses, handling match play coupons.

• Assist with handling all guest complaint forms, letters, situations and phone calls.
• Assist soliciting customer service and facility improvements from employees and guests and forwarding accordingly.
• Monitoring the Call Center.
• Assist with monitoring all promotional signage and ensuring changeover when appropriate.
• Participating in Players Club and Marketing meetings.
• Ensuring timely and adequate communication of all relevant facility, departmental, promotional, and event information to all staff members
• Other duties as assigned.

Working Conditions:

• Mostly indoors and generally climate-controlled environment
• Will be exposed to noise, smoke, and odors
• Working with others and independently