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SalaryOversees the operations of the Admissions and Rewards Center area.
DIRECTLY SUPERVISES: Guest Services Supervisor, Guest Services Senior Supervisor
KEY JOB FUNCTIONS:
- Oversees and plans the implementation of all promotions, as they relate to the area of Admissions and the Rewards Center.
- Sets up, implements, and oversees programs, procedures, and block management of the ticketing system.
- Critical in ensuring that the Rewards Club goals are met and or exceeded.
- Assists with the coordination of all Passenger reservations and boarding pass issuance.
- Oversees the operations of the Admissions and Rewards Center area to include the Marketing Operations Supervisors and Guest Services Supervisors.
- Implements procedures to ensure the highest standards of courteous, prompt, and efficient customer service.
- Oversees the reporting and reconciliation of coupons and incentives, responds to customer inquiries and complaints.
- Responsible to ensure continued growth in the company’s player database.
- Issues complimentary amenities consistent with customer’s activity. Other duties may be assigned at any time.
SUPERVISORY RESPONSIBILITIES:
Directly 3 to 4 Managers who supervises up to 25 employees in the Guest Services Department. Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
SOCIAL SKILLS AND EXPERIENCE:
Must have an outgoing, energetic, and enthusiastic attitude. Must be comfortable initiating conversations and creating a fun environment with our guests.
EDUCATION and/or EXPERIENCE :
Associates degree (A. A.) or equivalent from two-years college or technical school; high school diploma or general education degree (GED); and three to five (3-5) year related experience and/or training; or equivalent combination of education and experience. Three to five years of supervisory experience.
LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
REQUIRED PERSONAL COMPETENCIES:
Responsible for fostering a fun environment. Responsible for being gracious to all guests and co- workers. Responsible for promoting a positive influence in the community and participating in company- sponsored events. Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs. Ensures that behavior and appearance comply established standards. Maintains a professional work environment with management and staff.
CERTIFICATES, LICENSES, REGISTRATIONS:
Must be able to obtain and maintain an Indiana Gaming Commission License. Must be able to obtain and maintain an Indiana Horse Racing Commission license.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by a Team Member 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 Team Member is regularly required to sit, stand at least 8-10 hours daily, use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The Team Member is frequently required to stand and walk 2-3 miles in an 8-10 hour workday. The Team Member must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The Team Member is occasionally required to climb and descend stairs and balance.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Must be able to work in a smoking environment. Noise level in the work environment is usually moderate.
ACCESS TO SENSITIVE MATERIALS:
Access to patron data base/player information; departmental personnel records and payroll information.
ACCESS TO GAMING FACILITY:
Access to general gaming floor, and Rewards Center in gaming facility.
DISCLAIMERThis is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).
