Manager - Players Club

The incumbent in this position is responsible for developing an environment that creates excitement for guests and team members, promoting and retaining a highly skilled work force. The incumbent is also responsible for overall daily operations and development of Hard Rock Hotel & Casino Sacramento at Fire Mountains card programs, including accountability for attaining Slots goals and guest development. The incumbent is also responsible for the operating expenses, budget and capital expenditures of assigned departments.
ESSENTIAL FUNCTIONS:
(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

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 Players 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 Players 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 Players 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)
This knowledge and these abilities are typically acquired through 3 to 5 years of experience in a similar position and a Bachelors in Business, Advertising or Marketing or the equivalent combination of education and experience. Experience in working along with and directing an advertising agency and public relations firm or staff required. Gaming industry experience preferred.
ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc):

• 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.

KNOWLEDGE OF:

• The Players Club program with the ability to analyze guest playing behavior.
• Interpersonal communication, teambuilding, and problem-solving skills required.
• Understanding of and experience in the propertys 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.

ABILITY TO:

• 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.

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.