SUMMARY:  Oversees all aspects of the Players Club, promotions and special events. Promotes a high level of excellent customer service to all customers to build and expand customer relationships and service delivery. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned.

· Coordinate and control the activities of staff engaged in providing superior guest service to all customers includes such activities as welcoming to the property, providing information about the games available, promotional programs, and enrollment in Players Club.

· Hire, train, develop and evaluate performance of staff assigned to the Players Club. Schedule and assign work, resolve disputes between staff, other employees, vendors, media personnel on site, and customers. Assure compliance with gaming rules, regulations and internal controls.

· Executes and tracks customer account adjustments.

· Works with Player Development Manager to monitor direct mail campaigns and guest play. 

· Implement celebratory events to recognize winners and guest special occasions.

· Measures, monitors, evaluates, and concludes each promotion at the Casino and provides feedback accordingly.

· Communicates future needs in order to facilitate the execution of promotional programs to meet evolving goals.

· Implements departmental policies, procedures and adherence to the system of internal controls.

· Additional duties as assigned.

SUPERVISORY RESPONSIBILITIES: Players Club Representatives

QUALIFICATION REQUIREMENTS: 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, physical stamina, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: High school diploma or general educational degree (GED) required. Associates Degree or higher preferred. Must be proficient with computer skills and in the use of Microsoft Office and other operation systems. Two (2) years of Marketing, Public Relations, and/or Guest Service experience required. Previous supervisory experience preferred. 

CERTIFICATES, LICENSES, REGISTRATIONS: Must be able to successfully complete the background check and licensing process, required by the Pawnee Nation Gaming Commission 

LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine correspondence. Ability to speak effectively to employees, patrons, management, and directors. 

MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:  Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving a few concrete variables in standardized situations.

OTHER SKILLS and ABILITIES: Ability to maintain Human Resources confidentiality. Must maintain professional behavior and possess exceptional customer and employee service skills at all times. 

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee 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 employee is almost continuously required to walk, sit, stand, and talk or hear. The employee is occasionally required to reach with hands and continuously repeat the same hand, arm or finger motion many times as in typing. The employee will frequently interact with other staff members and customers. Specific vision abilities required in this job include close vision, depth perception, and the ability to adjust focus. The employee may occasionally lift up to 25 pounds, such as boxes of paper.

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate to loud, although it can vary depending on daily activity. The establishment is a smoking environment.