Rewards Club And Membership Supervisor

Department

Rewards Club & Membership

Employee Type

Probationary

Job Responsibilities

• Oversees daily operations of the casino’s rewards club program, ensuring exceptional guest service, accurate enrollment and account management, and compliance with casino policies and regulatory requirements. This role supervises frontline staff, drives player engagement, and supports marketing initiatives designed to increase loyalty, visitation, and revenue.
• Rewards Club Operations
• Supervise day-to-day operations of the Rewards Club/Membership desk
• Ensure accurate enrollment, card issuance, tier upgrades, and account maintenance
• Monitor point accrual, redemptions, promotions, and offers for accuracy
• Resolve guest issues related to accounts, points, and benefits promptly and professionally
• Team Leadership & Training
• Supervise, schedule, and coach Rewards Club Representatives
• Conduct onboarding and ongoing training on systems, promotions, and service standards
• Monitor staff performance and provide feedback, coaching, and disciplinary action as needed
• Promote a guest-first culture focused on loyalty and satisfaction
• Guest Service & Player Engagement
• Act as an escalation point for VIP and high-tier member concerns
• Build rapport with guests to enhance loyalty and repeat visitation
• Assist with special events, promotions, and player appreciation activities
• Ensure consistent, friendly, and professional interactions at all times