Summary:

As a Player Development Supervisor, you are responsible for leading day-to-day operations for both Player Development and the True Rewards Center. You coach front-line staff, build strong guest relationships, and ensure consistent delivery of service excellence. In this dual-role leadership position, you drive team performance, guest loyalty, and operational efficiency—contributing to both department and resort-wide success.

 

Essential Functions and Responsibilities:

Supervise the daily operations of the Player Development and True Rewards teams, ensuring a high level of guest service, team performance, and adherence to company standards Recruit, onboard, schedule, coach, and evaluate team members to promote engagement, accountability, and growth across both functional areas Promote and enroll guests in True Rewards, assist with card reprints, and educate guests on tier benefits, promotions, and rewards to enhance loyalty and engagement Work with departments across the property to ensure the team is well informed and prepared to execute promotions, events, and other guest services Assist with department coding requests, manage tasks, and pull custom reports in QCI Host on and off-property events as needed Provide ongoing training and coaching of True Rewards Representatives to ensure accurate information sharing, timely service delivery, and a consistent guest experience Gain knowledge and serve as a property expert on True Rewards Loyalty App Serve as an on-floor leader to monitor service levels, address escalated guest concerns, and provide support during peak business periods or events Monitor and audit True Rewards promotional redemptions, point adjustments, and account integrity to ensure accuracy and compliance with internal controls Support and monitor the use of CRM systems (e.g., Synkros) by hosts and True Rewards team to ensure proper documentation and guest communication tracking Coordinate with Player Development leadership on targeted outreach campaigns, property events, and guest service strategies Assist with jackpot documentation and IRS paperwork, ensuring compliance with Title 31 and internal controls Review property and departmental service scores for opportunities to enhance the customer experience Prepare reports and pull information from known CRM systems to protect The STRAT and Golden Entertainment from functions across PD, True Rewards, and Marketing Work with the Director of Player Development to manage property kiosks to ensure optimal performance Maintain departmental supplies, signage, Mocha devices, and promotional materials; escalate inventory needs to leadership as appropriate Submit payroll and manage timekeeping processes to ensure accuracy, timeliness, and adherence to policy Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards Perform other duties as assigned