Guest Service & Player Rewards (GSPR) Shift Manager

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