Player Services Manager

Who WE are:

Our mission is to be Waukegans premier gaming and entertainment destination known for exceptional hospitality and an outstanding guest experience. We are committed to investing in our teams growth and well-being by providing career advancement opportunities and fostering a positive enjoyable and fulfilling workplace culture.

As a company focused on excellence and continuous growth we seek adaptable coachable individuals who share our passion for hospitality and service. Join us and be part of Lake Countys fastest-growing industry where your development and success matter.

Who WE are looking for:

We are seeking a motivated professional with strong customer service and managerial skills. The ideal candidate excels at building positive relationships with guests team members and the community. Excellent communication skills professionalism and the ability to lead by example are essential to ensuring a consistently positive experience for guests vendors and staff.

What is expected of YOU:

In this role you will oversee daily staff operations while delivering exceptional guest service. Responsibilities include issuing Player Cards promoting our loyalty program and ensuring full compliance with all gaming regulations and company policies through the use of the SYNKROS system.

• Lead and oversee all Player Services (Players Club) operations to ensure an exceptional internal and external guest experience.

• Develop manage and execute Player Services programs designed to grow membership increase player loyalty and support overall casino revenue objectives.

• Communicate and implement current promotions events procedures and operational updates to Player Services team members.

• Oversee the maintenance accuracy and integrity of all Player Services databases guest accounts and related systems.

• Prepare analyze and manage monthly and annual departmental reports including budget payroll enrollment and performance metrics.

• Collaborate with the Director of Sales & Marketing to develop implement and maintain departmental policies procedures and service standards.

• Oversee the distribution and control of guest win/loss statements in accordance with company policy and regulatory requirements.

• Foster positive guest and employee relations while maintaining a professional service-focused environment.

• Partner with other departments to ensure Player Services employees are informed of casino-wide initiatives that impact daily operations.

• Promote teamwork and collaboration within the department and across all casino departments.

• Ensure all marketing activities remain compliant with regulatory requirements and internal policies.

• Perform other related duties and special projects as assigned by management to support the overall success of the casino and marketing department.

Supervisory Responsibilities:

• Directly supervise coach and develop a team of player services professionals.

• Assign tasks set performance goals and monitor progress to ensure departmental objectives are met.

• Provide ongoing training mentorship and performance feedback to support team growth and professional development.

• Conduct regular team meetings to communicate updates share best practices and encourage collaboration.

• Oversee scheduling time management and workload distribution for marketing team members.

• Address and resolve personnel issues in accordance with company policies and procedures.

• Foster a positive inclusive and high-performance work environment that aligns with American Place Casinos values and service standards.

Experience YOU will need:

• Bachelors degree in Marketing Business Hospitality or related field (preferred).

• 1-3 years of experience in casino marketing or a related hospitality marketing role.

• Proficiency in guest service software and casino management software (SYNKROS preferred).

• Proficiency in Google Docs Forms Mail Sheets and Slides or similar software.

• Ability to initiate follow-up on and complete special projects as assigned.

• Excellent verbal communication skills necessary.

  • Role involves discussing promotions with customers.

• Proficiency in multitasking.

  • Ability to type and talk simultaneously while assisting customers.

• Strong computer skills essential.

Preferred:

• Bilingual; Spanish preferred.

• Previous Players Service Managerial experience.

Physical Requirements & Working Conditions:

• Must be able to sit stand or walk for extended periods of time throughout the shift.

• Ability to lift carry push or pull up to 25 pounds as needed for event setup or marketing materials.

• Frequent use of standard office equipment including computers phones printers and copiers.

• Must be able to work in a fast-paced sometimes noisy casino environment with varying levels of lighting and temperature.

• Occasional travel within the region may be required for offsite promotions or training.

Certificates Licenses Registrations:

• Must be able to obtain and maintain all required gaming licenses and work authorizations.

Core Competencies:

• Guest Service Excellence

• Collaboration and Teamwork

• Adaptability and Coachability

• Communication Skills

• Problem-Solving and Innovation

• Professionalism and Integrity

• Organizational Skills

• Growth Mindset

• Technological Agility

Benefits/Perks:

• Medical Dental Vision

• Matches 50% of your contribution up to 4% of eligible contribution

• Educational Tuition Reimbursement

• Ventra Program EAP programs etc.

Salary:

$60000 to $97500

Company Statement on EOAA:

American Place Casino is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability or protected veteran status.

Required Experience:

Manager