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Office & Player Services Manager
Job
Foxwoods El San Juan Casino
$44,000 Salary, Full-Time
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Job Description
Job Overview The Office & Player Services Manager is expected to provide strategic leadership and operational oversight for all Player Services functions while supporting Casino Marketing initiatives designed to enhance guest engagement, loyalty, and revenue growth. This position plays a key role in monitoring market trends, guest demographics, and competitive activity to identify opportunities that improve the overall player experience and strengthen the property's market position. The role requires active involvement in casino promotions, special events, player development initiatives, and VIP guest relations, while coordinating staffing levels to align with promotional and advertising activities. Responsibilities also include collaborating with Casino Management on player packages, evaluating the effectiveness of marketing promotions, assisting with market planning efforts, and maintaining strong communication between the casino and hotel departments to ensure exceptional guest service and operational continuity. In addition to guest-focused responsibilities, the position is responsible for overseeing administrative and operational functions including casino reservations, room blocks, comp approvals, office operations, inventories, and compliance with established policies and procedures. The Office & Player Services Manager is expected to lead, train, schedule, motivate, and evaluate staff while maintaining a professional and service-oriented environment. The role also supports credit processing, collections, audit procedures, and adherence to credit policies and the Collective Bargaining Agreement (CBA). Success in this position requires a proactive leadership approach focused on improving operational efficiencies, maximizing guest and associate satisfaction, and ensuring seamless coordination between Player Services, Casino Operations, and Hotel departments. Duties Monitors technological and demographic factors so that market opportunities may be capitalized on, and the effects of competitive activity may be minimized based on Players Services Customer experiences. Responsible for Player Services and interacting with and supporting Casino Marketing. Responsible for Credit processing. Coordinates staffing of Player Services with all advertising and promotional activity. Develops and recommends Player Packages for the property in cooperation with Foxwoods/MPTN Casino Management. Evaluate market reaction to casino marketing promotions to ensure the timely adjustment of staffing and training of Player Services. Assist the casino marketing with the development of promotional programs. Assume a highly visible and involved role in Casino events, activities and promotions that would benefit from direct participation. Take a proactive role in player development, special events and internal communication of player events and other casino activities. Responsible for Casino Reservations and working with the Hotel, Room Blocks/Room Rates. Monitor Comping particularly for in-house Casino Players/Guests and interact with the Hotel - Front Desk in this regard. Responsible for Casino offices, supplies and Inventories. Responsible for approving complimentary privileges to qualified players. Ensure that all policies and procedures are followed properly. Responsible for the hiring, training, scheduling, motivating, evaluating and disciplining (if necessary) of staff. Assist for authorization credit in accordance to the established credit policies and procedures. Assist the Collection department with the collection of accounts. Must have full working knowledge of the Collective Bargaining Agreement (CBA). Assist with Market Planning to help drive revenue. Assist in all audit processes. Act as liaison between Casino and other Hotel Departments. Proactive in improving operational efficiencies, guest and associate satisfaction.