• Job Description

  Req#: 6584

  Overview

  Responsible for the overall effective and efficient management of all Player Development and Players Club (Club Osage) operations as assigned by the reporting senior. Ensures consistent expansion of players’ club membership and is responsible for growth among existing high-end guests. Assist guests in every way possible to ensure the highest level of guest satisfaction and loyalty.

  This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

  MINIMUM QUALIFICATIONS:

  • Must be a minimum of 21 years of age
  • High School Diploma or G.E.D Equivalent and five (5) years of department-specific experience; Associate’s degree and three (3) years of department-specific experience; or a Bachelor degree and two (2) years of department-specific experience in marketing, sales, or database management required.
  • Five (5) years of supervisory experience within the casino gaming industry in an equivalent area of responsibility
  • Casino player development experience required
  • Working knowledge of player tracking systems, multi-tiered promotional set-ups and reporting.
  • Konami Casino Management System preferred
  • Must be able to make sound decisions in providing comps based on tracked play using a basic math formula.
  • Excellent interpersonal, communication, team building and problem-solving skills required.
  • Must have ability to resolve stressful situations, productively supervise, work well with co-workers and promote teamwork throughout the department, properties, and organization.
  • Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
  • Required to provide documents to show the applicant is eligible to work in the United States.
  • Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
  • Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

  Responsibilities

  SUPERVISION RESPONSIBILITIES:

  • Club Osage Manager
  • Club Osage Supervisor
  • Club Osage Associates
  • Player Development Assistant Manager
  • Casino Host

  DEPARTMENT OPERATIONS:

  • Ensures assigned staff accurately prepare detailed daily, weekly, and monthly operating reports as needed.
  • Continuously analyzes operations and recommends improvement, and effectively relates ideas for improvements, as well as soliciting employee input.
  • Provides support and leadership direction to individuals directly reporting to this position in accordance with the organizational chart.
  • Ensures an appropriate number of qualified employees are recruited for and retained to ensure services offered exceed the expectations of external and internal guests as well as regulatory requirements.
  • Responsible for the selection, training, and performance evaluation of all assigned staff. May recognize, reward, discipline, promote, and/or terminate employees within the area of responsibility, as necessary, and in accordance with authority.
  • Visits workspaces, break areas and other work shifts in order to be available and/or visible to staff members with the express purpose of showing interest, concern, or appreciation.
  • Ensure departmental staff are aware of standards and expectations through publicity around their enforcement and effectively communicates consequences for not maintaining expected standards.
  • Ensures all employees within areas of responsibility receive fair and equitable treatment with regard to their respective terms and conditions of employment.
  • Develops and implements staffing plans, training policies, and procedures designed to enhance departmental operations and guest service standards while maintaining fiscal responsibility.
  • Develops and implements staff development plans for those employees who display the necessary skills, motivation and attitude to grow within the company.
  • Forms opinions and makes decisions based on information and the identification of available facts. Makes decisions or draws conclusions using data and information from experience.
  • Investigates, evaluates information, and makes final decisions regarding matters within the area of responsibility, guest/employee disputes and/or employee disciplinary actions in accordance with authority and ensures those decisions are in compliance with applicable laws, rules, regulations and established controls.
  • Continually evaluates means and methods of departmental operations to ensure maximum efficiency. Implements timely corrective action as necessary to ensure achievement of objectives.
  • Develops and submits for approval the annual departmental operating budget.
  • Monitors and ensure expenses remain within operational projections or approves variances as may be necessary to ensure departmental services are maintained or enhanced.
  • Creates and adjusts performance standards, measures and changes in procedures for increased efficiency, and internal/external guest service.
  • Provides timely and accurate analysis of departmental related statistics, analytical reports, and related operating expenses that will ensure the department functions in an effective, efficient, and profitable manner.
  • Performs all other related and compatible duties as assigned.

  GUEST SERVICE:

  • Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
  • Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
  • Creates, implements, and evaluates player development program and strategies consistent with the goals of the Company.
  • Assists in the development of all policies and procedures, guidelines, reports, and measurements of the player development program.
  • Monitors player development and host performance and revenue goals.
  • Monitors Players Club KPI’s.
  • Educates guests and employees on the benefits of the Guest Rewards Club, as well as complimentary requirements and procedures.
  • Increases overall rated play in the casino.
  • Maintains and increases revenue from existing players.
  • Functions as a highly visible guest service representative focusing heavily on building relationships with our high-value guests.
  • Enthusiastically supports and models OC Guest Service Standards.
  • Assists in the development of loyalty and direct mail programs for our high-end guests in conjunction with Marketing.
  • Oversee host program with goal of identifying, developing and retaining premium players with strong emphasis on new guest development.
  • Responsible to greet each customer and promote outstanding guest relations.

  Qualifications

  KNOWLEDGE, SKILLS, AND ABILITIES:

  • Must be able to effectively communicate with and provide guests with outstanding service and be able to resolve guest service problems in accordance with authority.
  • Must possess excellent guest service skills, strong professional etiquette, be a self-starter, and maintain a high level of energy.
  • Knowledge, skills, and experience in the hiring, training, scheduling, and supervision of staff, communications, decision-making, problem solving, complaint resolution, resource allocation, and customer service required.
  • Requires knowledge of fiscal programming and budgeting processes necessary to manage and to ensure that budget constraints and program timelines are met.
  • Read, write, speak and understand the English language. Read professional publications, industry magazines/journals, newsletters, and documents.
  • Perform basic mathematical computations (add, subtract, multiply, divide in all units of measure, including whole numbers, common fractions, and decimals.)
  • Protect the Company’s value by keeping information confidential.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Perform assigned tasks under limited supervision. Follow written and verbal instructions.
  • Present facts and recommendations in oral and written form. Prepare written reports and correspondence to upper management as required.
  • Utilize MS Office products at basic (create new documents, open/edit existing documents) to intermediate (import/export data, create templates) skill level.
  • Exercise sound judgment and make decisions in a manner consistent with the essential job duties and responsibilities.
  • See problems and avoid situations that could be deemed illegal or represent a safety hazard to fellow employees or guests.
  • Respond to inquiries or complaints from employees, guests, regulatory agencies, and others.
  • Travel locally, regionally, or out-of-state as needed.
  • Maintain physical condition and stamina appropriate to perform assigned duties.
  • Update job knowledge by participating in educational opportunities; professional organizations; attending expos/conventions; and developing/maintaining professional and personal networks.

  PHYSICAL DEMANDS:

  • The employee is also regularly required to stand for extensive periods of time, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.
  • Ability to sit, stoop, kneel, crawl, balance, or crouch while performing duties.
  • Ability to use hands to finger, handle, or feel.
  • Ability to use arms to reach and lift above shoulders.
  • Must have normal auditory and good verbal communication.
  • Ability to lift upwards of 20 pounds.
  • Ability to drag, push, or pull up to 50 pounds.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

  REGULATORY COMPLIANCE:

  • Monitors all relevant activities of the area of responsibility, to ensure that all applicable laws, rules, regulations and controls of the organization, and the National Indian Gaming Commission (NIGC) and the Osage Nation Gaming Commission (ONGC) are understood and enforced by all applicable personnel.
  • Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
  • Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.
  • Ensures assigned staff is aware of, understand and comply with regulatory requirements and enforces regulatory standards through discipline when necessary.

  WORK ENVIRONMENT:

  • Work is typically performed within a Casino setting.
  • Exposure to second-hand smoke.
  • Evening and weekend shifts may be required. Extended hours and irregular shifts may be required. Ability to work at nights and weekends required.
  • Noise level in the work environment is moderate to high.
  • The employee may be exposed to risks associated with travel between properties and back and forth to other areas as may be required due to business demands.
  • The employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult people.

• About the company

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