PLAYERS CLUB SUPERVISOR

Job Description

Job Description

Job Summary:

The Players Club Supervisor oversees the Player’s Club Representatives to optimize guest service levels. The Supervisor performs functions related to Players Club, Promotions, and Events on and off property and Box Office duties; in a manner that will ensure all guests are acknowledged and receive friendly, high quality service.

Job Description

Expectations of Leadership:

• Actively support, demonstrate, and promote the company’s core values.
• Be approachable and engaging with fellow team members
• Always treat individuals with dignity and respect regardless of job position.
• Demonstrate maturity through exhibiting excellent listening skills.
• Make educating, inspiring, and motivating your team central to your mission.

Responsibilities:

• Performs all supervisory functions associated with Player’s Club representative positions.
• Assists in developing and implementing promotional campaigns focusing on continued development and retention of overall casino guests.
• Acknowledges and greets guests. Responds appropriately to informational requests and concerns of guests. Thorough one-on-one customer contact in order to encourage star club/general guest retention and utilization.
• Processes and maintains Star Club Memberships.
• Utilizes creativity to develop and implement relationships through telecommunications and special events.
• Uses suggestive selling techniques to promote ticket sales, current promotions, other services and concessions available.
• Promotes and administers current promotions, events and all other casino amenities through the use of various communication methods.
• Operates efficiently and correctly all computers and computer systems equipment, including box office terminals.
• Cashiering: collecting and processing revenue for box office.
• Completes all required documentation including Title 31 following company policies and procedures necessary, box office sales, and special events.
• Answer phones as necessary, at all times, in a professional, efficient, and timely manner.
• Must possess a positive attitude and professional, friendly demeanor to ensure high quality service.
• Attend all required staff meetings and training sessions.
• Answers incoming telephone calls, routing calls to appropriate person/department.
• Assists directly with routine inquires utilizing appropriate call volume indicators.
• Tracks, analyzes, and communicates call volume and call information detail to provide increased customer service.
• Provides direct supervision to Player’s Club Representatives including hiring, scheduling, training, disciplining, evaluating, and releasing staff as necessary.
• Individual is expected to be aware of business activities and events as they relate to the department and the entire property and communicating events with staff and guests.
• Orders and maintains supplies, and arranges for equipment maintenance.
• Participation and support in special projects. Also provides project level support when needed.
• Utilizes low call volume periods to advance the interests of the Marketing department and Casino.
• Maintain a strong commitment to provide support for the casino’s initiatives, programs, goals and special projects.
• Other duties as assigned including but not limited to assisting various areas of the Marketing Department.

Minimum Requirements:

• Preference to qualified Santa Ana Tribal Member.
• AA/BA Public Relations or similar field
• Requires three to five years extensive customer service experience, casino experience preferred
• Money handling experience required
• Two-three years supervisory experience preferred
• Proven supervisory, coaching and leadership skills required
• Same computer and system skills as Players Club Rep required.
• A smartphone capable of running company applications and communication systems is required. If a smartphone is not provided by the company, a candidate or employee may be provided a smartphone of the company’s choice, through a payroll deduction program.
• All employees are required to proficiently use a smartphone for company applications, email, and text
• Must be able to obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license.

Essential Mental Functions:

The essential mental functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Display strong verbal and written communication skills
• Proven ability to handle conflict situations

Essential Physical Functions:

The essential physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the position, the employee is frequently required to stand, walk, turn, use hands and fingers to handle and feel, reach with hands and arms, talks and hear.

• Must be able to lift up to 25 lbs.

Equipment Used:

• Smartphones, computers, laptop computers, and other traditional office equipment as required.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employee’s duties are performed indoors in a climate controlled non-smoking environment.