Customer Service Shift Manager

SUMMARY

Manage, administer, and coordinate the promotions and Player’s Club. Implement casino promotions activities consistent with requirements of organizational efficiency & available facilities & funds by performing the following duties. Provide reports and analysis of players club, promotions, special events & other activities. Oversee all aspects of the Player’s Club including database maintenance & promotional demands. Ensures efficient and effective operation of all casino Electronic Games. Create an environment of entertainment, excitement & fun. Provide exceptional Customer Service. Maintain a good working knowledge of all aspects of casino operations.

ESSENTIAL DUTIES AND RESPONSIBILITES

1. Coordinates marketing, promotions and advertisement activities in support of the casino.
2. Forecast and schedule appropriate amount of staff for all promotions ensuring good Customer Service and event success.
3. Maintain, determine, order, and inventory all materials, and goods concerning all promotional items, generates reports and maintains inventory control procedures.
4. Set up and take down displays and related equipment concerning promotions.
5. Oversees & directs department personnel, promotions & player’s club services.
6. Oversees the performance and productivity of all Electronic Games employees on their shift and helps deliver unparalleled Electronic Game experience for the guests.
7. Performs management functions such as hiring, training, evaluation & providing feedback to supervisors & staff; provide direction & guidance for the department.
8. Responds to requests for marketing & promotions information concerning the casino
9. Works continuously, aggressively & professionally to increase volume and meet the goals & objectives.
10. Oversees player-tracking system and player-tracking tools reporting system.
11. Above average analytical abilities to construct, collect, evaluate & interpret databases on customer play, preferences, objective & subjective aspects of customer satisfaction, effectiveness of programs & marketing objectives.
12. Assists implementation of Player Services concepts to enhance relationships with valued gaming guests and market the casino products to potential guests. Integrate a concierge approach to service, from initiating personalized invitations to events, arranging transportation to property, suggesting/booking accommodations at local hotel, providing “complimentaries” in accordance with guidelines. Ensure assigned staff has personalized knowledge of guests.
13. Authorized to issue player incentives (points and promotional free play).
14. Executes promotions (e.g drawings, wheel spins, envelope prizes, etc.) as assigned.
15. Responsible for verifying and ensuring payouts of large jackpots and other awards are properly executed.
16. Must also be able to perform CSR duties.
17. Additional duties as assigned.