Location:National Harbor, MarylandPOSITION SUMMARY:It is the responsibility of the Players Club Supervisor to maintain the front-line operations of the Players Club desk while providing excellent guest service. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures.POSITION RESPONSIBILITIES/DUTIES:â¢ Supervises assigned operational functions within the Players Club desk consistent with the strategic plan, the fiscal budget, and the Company's short term and long-term profitability objectives.â¢ Creates a work environment that promotes teamwork, recognition, mutual respect, and employee satisfaction.â¢ Assists Players Club Representatives, Slot Hosts, and guests with all requests in a professional and timely manner.â¢ Explains the loyalty program in detail and redeem guests' points for express comps.â¢ Issues FREEPLAY and explains how to use it.â¢ Evaluates members' status and issues complimentary amenities based upon established Company guidelines.â¢ Promptly answers in-bound telephone calls.â¢ Keeps up to date on all activities and events at the property.â¢ Coordinates with other employees to ensure timely service to guests.â¢ Monitors the front-line operations of the Players Club Desk.â¢ Conducts daily Team Update briefings.â¢ Promotes and maintains the highest level of service to all guests, including smiling, greeting, and making eye contact, while staying alert to their needs.â¢ Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor of all unusual events, circumstances, missing items, or alleged theft.SUPERVISORY RESPONSIBILITIES:â¢ Monitors and minimizes overtime according to labor and departmental standards.â¢ Ensures staff motivation through recognition and engagement.â¢ Schedules and staffs for appropriate business levels.â¢ Monitors training of new employees to help them achieve higher goals.EDUCATION and/or EXPERIENCE:Required:â¢ High school diploma or equivalent.â¢ Minimum one (1) year of experience in a face-to-face guest service position.â¢ Minimum one (1) year of Supervisory experience.Preferred:â¢ Bilingual abilities, English as the primary or secondary language.CERTIFICATES, LICENSES, REGISTRATIONS:â¢ Gaming License.â¢ Alcohol Awareness Card.KNOWLEDGE/SKILLS/ABILITIES:â¢ Customer Service Orientation: The ability to provide excellent service to guests and ensure their complete satisfaction. This includes greeting and interacting with guests in a friendly and enthusiastic manner, building trust, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset, taking ownership of guest issues or problems and taking action to quickly resolve them, and caring about and valuing guests.â¢ Communication: The ability to communicate information clearly and politely to coworkers, supervisors, and guests when speaking and writing. This includes targeting the amount, style, and content of the information to the needs of the receiver.â¢ Interpersonal Skills: The ability to develop and maintain professional, trusting, and positive working relationships with managers, supervisors, staff, coworkers, guests, and vendors. This includes being cooperative, approachable, and taking time to listen to and address others' questions or concerns; treating others with kindness, respect, and dignity; and expressing empathy and compassion when dealing with the needs and problems of others.â¢ Resolving Conflict: The ability to manage and objectively resolve conflict or disputes between individuals. This includes seeking an understanding of all sides involved in the conflict and striving for win-win solutions.â¢ Team Building: The ability to motivate and guide others to work hard by building a sense of teamwork and commitment. This includes clearly communicating and reinforcing aims and goals of team, unity, cooperation and excellence; and encouraging teamwork by making people aware of the value of each person's unique background and contribution to the team.â¢ Presentation: The ability and willingness to present oneself with proper grooming, hygiene, and dress. This includes wearing appropriate and clean clothing/uniform and shoes, wearing hair in a neat and clean condition, maintaining personal cleanliness, ensuring neat and clean appearance of own work area, and ensuring property facilities are litter free.â¢ Positive Demeanor: The ability to present oneself in a positive, enthusiastic, and professional manner with others and guests. This includes displaying a passion and enjoyment for work; focusing on success; thinking positively about actions and events; and anticipating the best possible outcomes.â¢ Detail Orientation: The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.â¢ Multi-Tasking: The ability to process multiple types of information and/or perform multiple tasks simultaneously.â¢ Dependability: The ability and willingness to take ownership of work activities and ensure that they are completed accurately, efficiently, and in a timely manner. This includes being conscientious, committed, reliable, trustworthy, and accountable for completing work activities.â¢ Adaptability/Flexibility: The ability to work in ambiguous situations and change ones style or approach in response to differing circumstances. This includes being open to change and new information; adapting behavior and work methods in response to new information, changing conditions, or unexpected obstacles; and adjusting rapidly to new situations warranting attention and resolution.â¢ Integrity and Company Policies Knowledge: The ability and willingness to uphold ethical standards and comply with all federal, state, and local laws and company policies, procedures, and regulations. This includes maintaining confidentiality of all sensitive and proprietary information and avoiding conflict of interest situations.â¢ Work Conditions: The ability to perform job activities in an environment where pipe, cigar, and cigarette smoking is permitted.