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Player's Club/Box Office Manager

Company

Sandia Resort And Casino
Address , Albuquerque, 87113
Employment type FULL_TIME
Salary $74,549 a year
Expires 2023-09-21
Posted at 8 months ago
Job Description

Position Summary



Oversees all aspects of the player’s club promotional demands. Develops and implements procedures and directives. Works directly with the Marketing, Slot, and Table Games Managers in building incentive programs, analysis reporting, direct mailings, group sales, special events/promotions, and guest relations to support and enhance customer loyalty. Promote a high level of excellent customer service to all customers to build and expand customer relationships. Provide leadership and motivation and encourage teamwork to staff at all levels to ensure consistent and professional corporate image.



Supervision Exercised



Reports to the Director of Marketing.


Supervises the following personnel:

  • Player’s Club Hosts.
  • Player’s Club Supervisor(s)

Major Duties and Responsibilities



  • Contributes specifically to the increased revenue and cost efficiencies in associated areas as indicated by measured analytical data. Meets specific goals as set forth in the Annual Marketing Plan.
  • Manages and supervises all players club supervisors and hosts including hiring, training, scheduling, payroll, procedures, policies, promotions and all activities pertaining to the player’s club including employee evaluations, disciplinary actions, commendations any various issues and marketing tasks and functions relevant to the player’s club staff.
  • Ensures the adherence to all rules, regulations, policies and procedures relating to the player’s club, department, promotions, and to the casino.
  • Develops supervisor and host performance goals, customer service level thresholds, and expectations.
  • Oversees computer-based and manual player-tracking systems.
  • Oversees point-redemption method.
  • Oversees player-tracking tools reporting system.
  • Orders merchandise, generate reports and create and maintain inventory controls.
  • Coordinates information reports and/or custom managerial reporting requests.
  • Communicates and implements promotional programs and concerts at operational levels in coordination with the Special Events Coordinator.
  • Analyzes trends in customer signups, redemption of coupons and merchandise, and promotional participation in order to appropriately schedule staff, improves operational efficiency, and exceeds customer service expectations.
  • Assists with promotional events by preparing promotional material required for events, representing the Casino in a professional manner, communicating effectively general and promotional information, and reporting information regarding contacts made and potential business opportunities.
  • Assists in the creation and evaluation of promotional events.
  • Communicates system problems, concerns, and make recommendations from a user’s perspective regarding computer based system (Konami) and program management to MIS.
  • Assists in creating and implementing departmental policies, procedures and adherence to the system of internal controls.
  • Identifies, creates and implements needed policies and procedures for the player’s club.
  • Encourages, fosters and builds teamwork, encourages team development, emphasizes professional development, and promotes a positive, fun and friendly working environment within the player’s club.
  • Performs the duties of both supervisor and player’s club hosts.
  • Routinely and periodically spot checks subordinates primary job responsibility tasks, tracking mechanisms and work to ensure compliance with SOP’s and POP’s.
  • Responsible for completing performance evaluations, training guidelines / coaching & mentoring programs along with scheduling according to appropriate standards for all areas of supervision.
  • Responsible for helping prepare and monitor expense and revenue departmental budgets in accordance with property timelines and methods. Periodically prepares report to ensure guidelines are being followed.
  • Performs duties in accordance with property compliance and regulation standards as established by the Pueblo of Sandia and governed by the policies of the NIGC and STGC. Helps direct reports achieve outlined goals and plans of action objectives by periodically meeting with and assisting staff with tasks and needs associated with the goals and objectives.
  • Performs other job-related duties as assigned.


Secondary Duties and Responsibilities




Knowledge, Skills and Abilities



  • Ability to plan and implement work schedules.
  • Ability to deal effectively with the public.
  • Ability to work flexible hours, including weekends.
  • Ability to exercise personnel management practices and exhibit strong motivational commitment to the organization.
  • Ability to write and prepare standard reports and documents.
  • Ability to learn all games offered by the casino.
  • Ability to communicate with management, subordinates, and customers.
  • Excellent verbal and written skills.
  • Solid managerial skills.
  • Exceptional customer service skills and the ability to exceed customer expectations, address customer issues, and satisfy customer demands.
  • The ability to identify fraudulent activity and report to security, Gaming Commission, and management accordingly.

Minimum Qualifications, Education and Experience



Required:

  • Associate’s degree in Business or a related field of study and five (5) years’ experience in a customer service supervisory or management capacity. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling seven (7) years may substitute for the required education and experience.
  • Must possess and maintain a valid, unrestricted New Mexico Driver’s License.

Preferred:

  • Casino experience.


Licensing Status



  • Must be able to obtain and maintain the required STGC Gaming License.
  • Will require a post-offer, pre-employment and random drug screening.


Working Conditions



  • Work hours subject to change with overtime work required when necessary.
  • Subject to hazards that may cause personal bodily harm such as smoke, common colds, influenza, dust, odors and elevated noise levels.
  • Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.
  • Duties may involve walking, standing for long periods of time, sitting and crouching.
  • Specific required movements include the following:
  • Trunk-bend, twist, rotate, push, pull, carry
  • Legs-lift, push, twist, rotate, hands-grasp, manipulate, bilateral coordination, overall and finger dexterity
  • Eye and hand coordination.
  • Arm-reach, carry, push, pull, lift, twist, rotate