PLAYER DEVELOPMENT SUPERVISOR

Player Development Supervisor

The Strat (Las Vegas, NV)

Description:

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
  
  

Requirements:

Qualifications

• Minimum of 5 years of guest service experience in a casino, resort, or high-volume hospitality environment
• Minimum of 2 years in a supervisory, host, or customer service leadership role
• Strong understanding of casino loyalty programs, promotional events, and player development principles
• Effective communicator with proven ability to lead teams, resolve issues, and maintain a positive work environment
• Skilled in balancing operational responsibilities with hands-on guest service
• Proficiency with CRM and casino systems (e.g., Synkros, LMS) preferred
• Strong organizational, multitasking, and problem-solving abilities
• Proficient in Microsoft Office Suite, including Outlook, Excel, and Word; familiarity with collaboration tools like Microsoft Teams
  
  

Requirements

• At least 21 years of age
• High School Diploma or Equivalent required
• Up to 10% travel may be needed
• Ability to effectively communicate in English, both written and verbal
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States
  
  

Work Cards

• Alcohol Awareness Card
• Nevada Gaming Registration
  
  

Physical Requirements

• Occasionally push/pull up to 35lbs
• Occasionally lift and/or carry up to 35lbs at floor, knee, waist, and chest levels
• Occasionally squat, kneel, reach, bend, twist
• Regularly sit and work at a desk or computer
• Regularly standing and walking
• Ability to communicate using in-person speech, radios, and telephone
• Ability to hear, understand, and distinguish speech and/or other sound in person
• Ability to distinguish between shades of color
• Ability to tools or equipment requiring a high degree of dexterity
  
  

Work Environment Potential Conditions

• Indoor
• Smoky
• Noisy
• Bright flashing lights
• Slippery surfaces
  
  

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.