What are the responsibilities and job description for the Guest Service & Player Rewards (GSPR) Shift Manager position at Suffolk Regional OTB / Jake's 58 Casino Hotel?
Core Responsibilities:
- Support Manager with overseeing the daily operations of guest service and player rewards staff during assigned shifts.
- Ensure staff compliance with all regulatory guidelines, submissions, policies, and procedures.
- Provide leadership, guidance, and support to Guest Service and Player Rewards Representatives.
- Monitor staffing and scheduling need to maintain efficient coverage.
- Implement promotions, giveaways, and special events as directed by the Sr. Director of Marketing.
- Investigate and resolve guest complaints and issues in a timely manner, report outcomes to upper management.
- Maintain confidentiality of guest interactions and records.
- Assist in training, coaching, and evaluating staff; provide feedback and corrective action as needed.
- Support team performance in alignment with organizational goals and vision.
- Perform other duties as assigned by management.
Job Qualifications/Requirements:
- High School Diploma or GED required.
- Two years of supervisory experience in a customer service environment; casino experience preferred.
- Must have a professional demeanor and able to communicate with employees and the public.
- Must be able to work in an intense and fast paced environment where a high degree of concentration is necessary to perform duties.
- Knowledge of guest service principles and ability to lead a team in a fast-paced environment.
- Must be able to obtain a New York State Gaming License.
- Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
- Excellent written, verbal, and interpersonal communication skills.
- Strong leadership, decision-making, and strategic thinking skills.
- Ability to multitask, work under pressure, and manage time effectively.
- Able to lift to 30 pounds occasionally, stand for extended periods, and perform general physical tasks as needed.
- Availability to work weekends, holidays, and swing shifts.
OTHER
- Excellent guest service skills required
- Organizational and time management skills required.
- Regularly required to work in front of a computer
- Manual dexterity for data entry/typing duties
- Occasional bending, reaching, climbing on step stool, lifting