Manager - players club

The incumbent is also responsible for the operating expenses, budget and capital expenditures of assigned departments.

• Creates an atmosphere that induces guests to make Hard Rock Sacramento at Fire Mountain their casino of choice; responsible for actively building and managing guest relations and acts as a mentor to team members in order to provide superior guest service.
• Responsible for consistent execution of Player’s Club initiatives.
• Focuses on department guest services scores and has the responsibility of continuing to increase the department service scores.
• Focuses on meeting the monthly goals of email capture, phone capture and new member sign-ups.
• Maintains up to date knowledge of all electronic gaming machines, player tracking systems, promotions, events, entertainment and general property information.
• Monitors daily operations of Player’s Club centers.
• Managers all Players Club Supervisors, Leads and Representatives.
• Managers the hiring and training of all Players Club associates.
• Responsible for maintaining and ordering Players Club inventory.
• Must be efficient in Player’s Club and administrative functions.
• Monitors department overtime and answers all department over time exceptions.
• Assist Operations Managers with creating and maintaining a successful rewards program.
• Ensures all collateral on the gaming floor and at the Players Club is accurate.
• Works with the Promotions Manager to ensure one has a clear understanding of the kiosk program so that one can help update, maintain and resolve issues.
• Monitors activities that could affect efficiencies and effectiveness of the department including internal controls, department rules and regulations and equipment maintenance.
• Promotes Hard Rock by interacting with guests in an enthusiastic, helpful manner.
• Maintains confidentiality of company documents.
• Ensures consistent service standards are maintained.
• Resolves guest complaints and takes appropriate action.
• Investigates issues related to guest service and makes recommendations to improve service.
• Communicates service standards to staff and trains staff to perform to the standards.
• Coaches, trains, administer discipline and assists with annual performance appraisals.
• Reviews and approves recorded time worked in accordance with schedules.
• Assists in interviews for new staff.
• Attend and participate in meetings, completing follow-up as assigned.
• Attend and participate in off property functions and events as assigned.
• Perform work regularly and predictably.
• Other duties as assigned.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS: (Related education and experience may be interchangeable on a year for year basis)

Gaming industry experience preferred.

• Must obtain and maintain all licenses / certifications per Federal, State, and Gaming regulations.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must be at least twenty-one (21) years of age.

• The Player’s Club program with the ability to analyze guest playing behavior.
• Interpersonal communication, teambuilding, and problem-solving skills required.
• Understanding of and experience in the property’s regional gaming market.
• Casino marketing functions including, but not limited to data base, advertising and branding.
• Operations, services and activities of a comprehensive marketing and database programs.
• The Gaming industry, including principles and practices of a capital and operations budget.
• Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
• Pertinent federal, state, and local laws, codes, and regulations.

• Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
• Communicate clearly and concisely, both orally and in writing.
• Be flexible to work varying shifts and time schedules as needed.
• This position spends time on the Casino floor and is subject to varying levels of crowds and noise; and the severity of which depends upon guest volume.
• Work as a team and foster a team environment both within the Marketing Department and with other departments.
• Respond calmly and handle multiple guest demands in a fast-paced environment.

Additional Details:

Closing:

The Tribal Council gives first preference in all of its employment practices to members of the Enterprise Rancheria Tribe who meet the job requirements.