Player Services Manager

Calder Casino is an exciting place to work! As the Player Services Manager, your role will be to oversee the day-to-day operations of the Players Club and/or Promotions/Special Events, ensuring the delivery of quality guest service, increasing the capture of accurate customer data, rated play, and assisting the Director of Player Services with departmental/operational goals. This position will need a good supervisory foundation, as well as experience in the gaming environment. We look forward to learning more about you at Bigger. Better. Calder.

The Player Services Manager is responsible for overseeing day-to-day operations of the Players Club and/or Promotions/Special Events, ensuring the delivery of quality guest service, increasing the capture of accurate customer data, rated play, and assisting the Director of Player Services with departmental/operational goals.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Managing the day-to-day operations of the Players Club while fostering teamwork, positive morale, motivation, open communication, and creating Winning Experiences.
• Responsible for the strategic scheduling of Players Club Representatives.
• Assisting the Director of Player Services with the development of Promotional and Special Event efforts for both the public as well as VIPs with a focus on increasing rated play and guest loyalty.
• Conducting drawings and promotions via microphone to large live audiences.
• Technical configuration of Promotions using our Promotional Kiosks or Player Tracking System.
• Generating all necessary material requests and check requests to process invoices for goods and services.
• Communicating all details of promotions and special events to the Advertising Team in a timely manner.
• Proofreading promotional materials before they are viewed by the public.
• Meeting with other departmental leaders as necessary to coordinate cohesive efforts.
• Motivating and developing Team Members through mentoring, coaching and providing performance feedback.
• Adhering to regulatory, departmental, and company policies in an ethical manner and endorses business objectives, ethics and values of the company and property.
• Performing other duties as assigned.

STANDARDS OF PERFORMANCE

• Management abilities demonstrated in managing both frontline and leadership Team Members, maintaining interpersonal working relationships among all personnel.   
• High level of customer service skills, being able to maintain composure as a representative of the Company at all times.
• Adherence to Code of Conduct and all Calder Casino policies and procedures.
• Maintain and promote our business strategy of Clean, Safe, Compliant, Engagement, Service, and EBITDA.
• Maintain an open-door policy for Team Members to allow open communication.
• Leads by example relative to exemplary customer service both internal and external.
• Excellent oral and written communication skills in English and Bi-lingual in Spanish is preferred.

EDUCATION, TRAINING, AND EXPERIENCE

• Minimum of four years of experience in Casino Marketing / Player Development / Players Club required.
• Knowledge of Aristocrat Player Tracking System is preferred.
• Knowledge of Microsoft Products.
• Ability to obtain and maintain a valid gaming license.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit or stand; walk; reach with hands and arms; use fingers to handle, or feel objects, tools, or controls; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee may be required to lift and/or move up to 50 pounds. The noise level in the work environment is usually moderate to loud. The employee is subjected to circulate throughout the assigned areas, including the smoking area, actively observing players and functioning of machines.