Asst Manager - Players Club

POSITION SUMMARY:

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 Bristol loyalty programs, including accountability for attaining company 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 Hotel & Casino Bristol their choice of gaming entertainment; assists the Manager in actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service. 
• Assists with initiatives, daily operations and providing consistent execution of Players Club expectations.
• Focuses on department guest services scores and assists with increasing the department service scores.
• Assists with hiring and training the Players Club team.
• Focuses on meeting the monthly goals of the Players Club team.
• Maintains up-to-date knowledge of all electronic gaming machines, player tracking systems, promotions, events, entertainment, and general property information.
• Maintains and assists in creating department SOPs.
• Assists in planning, executing and reporting for promotions.
• Responsible for following internal controls and SOPs for building and maintaining promotions on the kiosks.
• Monitors daily operations of Players Club centers.
• Assists with scheduling, directing performance appraisals, rewarding, and counseling team members.
• Assists with addressing complaints and resolving problems both internal and external.
• Maintains and orders items for the Players Club inventory.
• Investigates issues related to guest service and makes recommendations to improve service.
• Attend seminars and trainings when needed.
• Perform other duties as assigned and adheres to all Virginia Gaming Regulations.

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 Bachelor’s in Business, Advertising or Marketing or the equivalent combination of education and experience. Gaming industry experience strongly preferred.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

• Must obtain and maintain all licenses / certifications per Federal, State, and Virginia Lottery.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Prior experience in the Gaming industry strongly preferred.
• Must be at least twenty-one (21) years of age.
• Must be able to work holidays, nights and weekends, as well as flexible shifts based on business volumes.
• Prior experience opening new properties/outlets strongly preferred.

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.
• Collaborate and work as a team and foster a team environment both within the Marketing team and with other departments.
• Respond calmly and handle multiple guests demands in a fast-paced environment.