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Player Services Manager

Player Services Manager

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The Player Services Manager coordinates activities of Player Services Representatives and coordinates preferred player events, Players Club promotions, and other events by performing the following duties.



  • Plans, coordinates and implements all preferred player and Players Club promotions within budgetary constraints and in cooperation with Marketing
  • Collaborates with Marketing and Food and Beverage for planning, implementation and execution of special events
  • Serves as a customer contact point for all casino events including but not limited to VIP parties, banquets, conferences, and Players Club events.
  • Oversees concert ticket sales and gaming tournament sales in accordance with gaming regulations and internal control standards.
  • Create and distribute monthly One Sheets
  • Implements department's budget and undertakes cost control measures.
  • Assists in the planning and implementation of gaming promotions.
  • Independently works with vendors on inventory needs and assumes budgetary responsibility for the purchasing of merchandise.
  • Assists in the implementation of casino promotions and events to ensure excellent customer service.
  • Provides specialized services to bus groups, tour groups, lodge groups, and VIP guests.
  • Runs daily player tracking reports and audits comp point accumulations to ensure accuracy.
  • Coordinates department scheduling and is responsible for weekly payroll information.
  • Develops and implements new department policies and procedures.
  • Interviews and hires employees and carries out disciplinary actions.
  • Coaches, counsels, and assists in career development for Player Services representatives through individual and team meetings.
  • Analyzes and resolves work problems or assists workers in solving problems. Makes recommendations to Chief Operations Officer for improvements.
  • Issues written and oral instructions to Player Services Representatives.
  • Assigns duties and examines work for exactness, neatness and conformance to policies and procedures.
  • Assists gaming and other department as needed.
  • Must learn, comprehend and comply with all Company policies and procedures, MICS, Gaming Regulations and Regulation 31 requirements.
  • Other duties may be assigned.


Supervisory Responsibilities

Directly supervises 10-20 employees in the Player Services areas. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees. Planning, assigning, directing work, appraising performance, rewarding and disciplining employees. Addressing complaints and resolving problems.




To perform this job successfully an individual must be at least 21 years of age and be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.


Education and/or Experience

Bachelor’s Degree from a four year college or university and two years related experience and/or training; or equivalent combination of education and experience.  Previous supervisory and event planning experience preferred.  The successful candidate will possess the demonstrated ability and style to thrive in an environment where limited standardization exists.


Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.


Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.


Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.


Certificates, Licenses, Registrations

Gaming license issued by the Paskenta Gaming Commission. Valid driver’s license.


Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; and talk or hear.  The employee frequently is required to sit and reach with hands and arms.  The employee must occasionally lift and/or move up to 30 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.


Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is exposed to tobacco smoke. The noise level in the work environment is usually moderate.


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Duties, responsibilities, requirements, and expectations that pertain to this job are subject to change as needed.