The Players Club Manager oversees the operations and guest experience of the Muckleshoot Rewards Program. This role focuses on using data insights to optimize guest engagement, designing effective training programs, and ensuring seamless digital and in-person experiences. The Players Club Manager will lead the team to uphold excellent guest service, analyze player data, and enhance program offerings based on market trends.

WHAT YOU’LL DO

• Exemplify MCR’s values and set a great example by always demonstrating excellent guest service and professionalism.
• Maintain a welcoming environment, respond to guest inquiries, and resolve complaints, utilizing comping privileges as needed to uphold guest satisfaction.
• Ensure team members embody Muckleshoot’s service standards and represent the brand positively.
• Drive Muckleshoot Rewards enrollment and growth through promotional strategies, data-driven analysis, and competitive program monitoring.
• Analyze guest participation using player tracking systems, compile reports, and recommend enhancements to improve retention and revenue.
• Collaborate on events and promotions for rewards members, managing logistics, budget, and vendor coordination.
• Assist with box office sales and gifting promotions.
• Lead accountability programs (e.g., Secret Shopper) to monitor and improve service quality.
  Manage the guest satisfaction survey, review results with internal departments, and implement improvements.
• Conduct quarterly competitive research on other casinos.
• Resolve guest issues effectively, using comping privileges as appropriate.
• Contribute to the research, development, and implementation of new segments to maintain MCR’s competitive position and adapt to guest needs.
• Design and implement training for Player’s Club staff to ensure knowledgeable service and effective promotion of Muckleshoot Rewards.
• Ensure adherence to gaming regulations and company policies.
• Oversee the preparation and execution of promotions and events, including staffing, logistics, and vendor coordination.
• Research industry trends and recommend strategies to increase ROI, aligning initiatives with organizational goals.
• Monitor operational and promotional integrity, safeguarding company assets.
• Creates, maintains, and facilitates a positive and safe work environment; promotes positive team member relations and reports issues to the appropriate personnel.
• Perform additional tasks as required to ensure the overall success of the business, which may include supporting different events

WHAT YOU’LL BRING

• Bachelor’s degree in Marketing, Hospitality, Business, or related field preferred.
• 5 years in a supervisory role within casino, hospitality, or a similar industry; experience managing loyalty or rewards programs preferred.
• Proficiency in Microsoft Office Suite and player tracking systems; experience with Bally CMP or similar systems is an asset.
• Strong commitment to delivering exceptional guest service, with proven conflict resolution skills and a positive, engaging demeanor.
• Advanced skills in analyzing data to assess program effectiveness and adjust enhance guest experiences.
• Ability to inspire, train, and guide a team toward achieving excellence in guest interactions and Rewards program objectives.
• Capacity to manage multiple tasks in a fast-paced environment while maintaining high accuracy and organization standards.
• Familiarity with Tribal, State, and Federal gaming regulations and a commitment to maintaining strict confidentiality and integrity across operations.

WE'RE DOUBLING DOWN ON YOUR FUTURE.

• Competitive salary starting at $76,882.60 - $88,416.12 DOE with discretionary performance bonuses 2x a year!
• Fully paid medical, prescription drug, dental, and vision coverage for you and competitive premiums for your dependents
• Complimentary meals and covered team member parking.
• Employer-paid life insurance, long-term disability, and accidental death and dismemberment coverage. Flexible Spending Account options for health care expenses.
• Company-paid gaming licenses (Class A & Class B).
• Variety of additional voluntary benefits and retirement plans.

HOW YOU’LL BE SUCCESSFUL

• Regularly analyze performance metrics to gauge success of Rewards initiatives and develop strategies based on trends and guest feedback.
• Clear and professional verbal and written communication skills, with an ability to work collaboratively across departments.
• Thrive in a dynamic, high-pressure environment, staying flexible to handle varying operational demands with ease.
• Anticipate challenges and implement preemptive solutions to maintain smooth program operation and optimal guest satisfaction.
• Availability for 24/7 operation with flexibility for weekends, nights, and holidays.
• Ability to move through casino areas, lift to 50 lbs., and work in a smoke-filled environment.

WHAT TO EXPECT

• Availability – Ability to work 40+ hours per week on-site, primarily Monday – Friday, dayshift. Holidays weekends, and nights may be required to support a 24/7 operation. Must maintain on-call.
• Physical – Ability to maneuver in all areas of the casino, ascent/descent from stairs, frequent standing, walking, sitting, reaching, stooping, kneeling, or crouching, and/or prolonged periods of time focusing on tasks. Ability to lift at least 25 lbs. May regularly need to lift/ move, push or pull up material or boxes necessary to the job function, with or without assistance.
• Environment – Exposure to environmental tobacco smoke (ETS) while working and traversing on the gaming floor.
• Genuine & Pride: As a Team Member, your authentic character and pride in representing the Muckleshoot name go beyond job titles. This is not just about what's described in your role, but also about taking collective ownership of our environment. Whether it is pushing in chairs, collecting glassware, or picking up garbage, every shared act contributes to the reputation of Muckleshoot Casino Resort. True pride in our brand means ensuring a welcoming environment for all, recognizing that each of us plays a part in upholding the esteemed reputation we've built together.
• Guest-Centered Hospitality: Muckleshoot Casino Resort focuses on offering personalized and welcoming experiences highlighting hospitality over basic services, emphasizing genuine connections and thoughtful recommendations. At Muckleshoot Casino Resort, we are dedicated to taking personal responsibility for bringing these moments to life – it is what we take pride in.

Muckleshoot Casino Resort is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any associate at Muckleshoot Casino Resort or its affiliates via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Muckleshoot Casino Resort. No fee will be paid in the event the candidate is hired by Muckleshoot Casino Resort as a result of the referral or through other means.