Guest Services & 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 needs 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.