Shift Manager - Venetian Rewards

About the role

The Shift Manager - Venetian Rewards oversees and directs the work of a team of 20 - 25 team members responsible for players club sign-ups, promotions, and redemptions.

Responsibilities

• Oversee and direct the work of 20 – 25 team members at a given time.
• Conduct panel interviews and makes recommendations for hire of Venetian Rewards Specialists and Ambassadors.
• Train, monitor, oversee, and direct the work of new hires and track progress; makes recommendations regarding 90-day probationary period.
• Handle team member complaints, concerns, and issues routine discipline.
• Work with HR in conducting investigations and makes recommendations regarding serious discipline, termination, and change in status of probation for consideration by higher management.
• Oversee the daily Venetian Rewards operations for Venetian and Palazzo casino floor.
• Assign and reassign Team Members and manage staffing levels based on business needs.
• Evaluate and track Secret Shoppers reports and ensure feedback is provided to Team Members in a timely manner.
• Monitor and enforce Team Members’ compliance with departmental procedures, NGCB internal controls, and AML policies.
• Conduct weekly and monthly meetings with Venetian Rewards Team Members to review progress and achievement of department standards and quotas.

Additional Duties & Responsibilities

• Identify general areas for improvement at the Venetian Rewards desk, develop solutions, and implement new procedures.
• Respond to and resolve guest emergencies and complaints.
• Track and monitor par levels of inventory and supplies.
• Manage an allotted budget for ordering inventory and supplies.
• Regularly works on special projects and training.
• Work with contracted vendors to make recommendations regarding supplies, equipment, and products for use in Venetian Rewards.
• Conduct training for new Venetian Rewards Specialists and Ambassadors.
• Lead the Venetian Rewards Team to get involved with Community Events/Sands Care.
• Create and update Venetian Rewards SOP’s.

Qualifications

• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Must be able to obtain and maintain a valid Nevada Gaming Control Board registration, Alcohol Awareness Card and any other certification or license, as required by law or policy.
• 3 - 5 years of experience in high volume casino with previous experience managing a player’s club.
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends, and holidays.