Supervisor Rush Rewards

Essential Job Functions

• Supervise shift operations of Rush Rewards
• Assists in marketing operations including and not limited to scheduling, staffing, greeting, etc.
• Collaborates with other marketing leadership assisting with scheduling and staffing
• Ensures an environment that promotes positive guest relations to increase loyalty, by oversight of the management of all operations of Rush Rewards
• Supervises the Representative Rush Rewards and provides effective leadership to ensure guests receive friendly, efficient and accurate services and information
• Maintains operational procedures for quality standards to ensure maximum guest service and cost effectiveness
• Assists in resolving guest concerns and complaints via proper investigation, referral, and follow-up to appropriate supervisor when necessary
• Work with marketing teams to better serve guests in resolving guest concerns/complaints when necessary
• Promote the success of the Rush Rewards by explaining the program to guests and demonstrating the value and benefits of Rush Rewards
• Verify valid/acceptable photo ID in accordance with the casino and PCGB standards with every transaction
• Maintain and safeguard the confidentiality of guest/player information
• Act as a resource for Guests, Player Development, Rush Rewards Reps., etc. by maintaining a working knowledge of the company’s facilities and special events/promotions
• Effectively communicate department goals, operations, and event/promotions to staff via departmental meetings, individual meetings, email, letters, memorandums, shift reports, and phone calls
• Work closely with Gaming Departments and Marketing personnel to ensure problem-free coordination of tasks associated with special events and promotions
• Absorb and distribute administrative paperwork and understand exception reporting pertaining but not limited to: guest accounts, active cards in play, accounts missing information, etc.
• Responsible for proper audit trails and regulatory compliance
• Responsible for completing payroll and submitting in a timely manner
• Meet attendance guidelines of the position; available to work various shifts and days, including weekends and special events/promotions
• Absorb and assist in the hiring process to ensure positions are filled by the most qualified candidate
• Manage department personnel through planning, directing, and assigning work; address employee complaints and resolve conflicts, provide coaching and counseling and disciplinary action as needed, give feedback on employee performance through the evaluation process and regular one-on-one meetings
• Perform all additional duties as directed

Qualifications

• Outstanding organization skills are a must, as is the ability to actively manage and prioritize multiple projects simultaneously
• Must thrive in a fast-paced, fluid environment
• Strong desire to take accountability and have their performance measured on contribution to business results
• Business intelligence, stays current and understands how what happens in the world affects us, our marketplace and our competition
• Create and seize opportunities to win, even when faced with ambiguity
• Ability to remain professional in stressful situations and the ability to thrive in high pressure, fast-paced environment
• Analytical prowess which includes critical thinking skills that get to the root of the problem
• Problem resolution, be decisive and timely, act on information and adapt with changes
• Team focused, catalyst for success of the whole team
• People developer, inspire and drive employees to go beyond the expected, develop people to be their personal and professional best
• Provide employees with specific and useful performance feedback
• Environmental radar, understand how to get things done and when to involve others in decisions
• Range of influence, inspire confidence, be authentic, build and leverage a powerful internal and external network
• Ability to maintain confidentiality
• Ability to successfully fulfill the pre-employment process
• Ability to work flexible shifts and days of the week including holidays
• Ability to obtain and maintain all necessary licensing
• Regularly required to see, talk, and hear; use hands to finger, handle, or feel; reach with hands and arms; stand and walk
• Frequently required to bend, stoop, and kneel
• Must occasionally lift and/or move up to 40 pounds
• Able to interact with others while maintaining a positive and courteous demeanor