Oversees daily operations of the casino's rewards club program, ensuring exceptional guest service, accurate enrollment and account management, and compliance with casino policies and regulatory requirements. This role supervises frontline staff, drives player engagement, and supports marketing initiatives designed to increase loyalty, visitation, and revenue.
Rewards Club Operations
Supervise day-to-day operations of the Rewards Club/Membership desk
Ensure accurate enrollment, card issuance, tier upgrades, and account maintenance
Monitor point accrual, redemptions, promotions, and offers for accuracy
Resolve guest issues related to accounts, points, and benefits promptly and professionally
Team Leadership & Training
Supervise, schedule, and coach Rewards Club Representatives
Conduct onboarding and ongoing training on systems, promotions, and service standards
Monitor staff performance and provide feedback, coaching, and disciplinary action as needed
Promote a guest-first culture focused on loyalty and satisfaction
Guest Service & Player Engagement
Act as an escalation point for VIP and high-tier member concerns
Build rapport with guests to enhance loyalty and repeat visitation
Assist with special events, promotions, and player appreciation activities
Ensure consistent, friendly, and professional interactions at all times
