Guest Service Supervisor

Player Services Supervisor The Player Services Supervisor is responsible for supporting the daily operations of the Soboba Rewards Club, Box Office, Marketing Gifting Program, promotions, special events, and guest service functions. This position provides leadership, coaching, and operational support to Player Services Representatives while ensuring exceptional service standards are delivered to all guests. The Player Services Supervisor assists Management in achieving departmental goals through effective team leadership, training, guest issue resolution, inventory control, operational oversight, regulatory compliance, and performance accountability. This role serves as a primary resource for both guests and team members and promotes a positive, professional, and guest-focused environment that supports the mission and values of Soboba Casino Resort. Duties/Responsibilities Provide daily supervision, direction, coaching, and support to Player Services Representatives. Assist with recruiting, interviewing, onboarding, training, scheduling, coaching, performance management, recognition, and corrective action processes. Monitor employee performance and provide timely feedback to ensure service standards and departmental expectations are consistently met. Develop and maintain training materials and assist with the implementation of training programs for new and existing team members. Lead by example by demonstrating professionalism, integrity, accountability, and exceptional guest service. Foster a positive work environment that promotes teamwork, communication, and employee engagement. Hold team members accountable for attendance, productivity, service standards, policy compliance, accuracy of work, and departmental expectations through ongoing coaching, performance feedback, recognition, and corrective action. Department Operations Perform all functions and duties of a Player Services Representative as needed. Oversee the daily operations of the Soboba Rewards Club, Box Office, and Marketing Gifting Program. Ensure efficient workflow and staffing coverage to meet operational and business demands. Assist in creating and maintaining employee schedules, PTO requests and attendance records. Monitor departmental activities to ensure compliance with established service standards, policies, and procedures. Review department reports, logs, transactions, and documentation for completeness, accuracy, and compliance. Support the execution of promotions, tournaments, events, giveaways, and special marketing initiatives. Monitor departmental performance metrics and productivity to ensure established goals related to guest service, new member enrollments, promotional participation, operational accuracy, and overall department performance are achieved. Marketing Gifting Program Administration Supervise all aspects of the Marketing Gifting Program, including product receiving, storage, inventory management, distribution, reconciliation, and returns. Coordinate with Marketing, Warehouse, and operational departments to ensure gifting inventory is properly maintained and available. Conduct and document regular inventory audits and reconciliations. Ensure accurate tracking and accountability of all promotional merchandise and gifting assets. Maintain proper documentation of inventory variances and corrective actions when necessary. Guest Service Excellence Address and resolve guest concerns, complaints, and service recovery opportunities in a professional and timely manner. Ensure all team members provide friendly, courteous, and knowledgeable service while delivering positive guest experiences. Assist guests with Rewards Club account inquiries, promotional participation, event registrations, and Box Office services. Act as a departmental escalation point for complex guest service situations. Compliance and Reporting Ensure compliance with all Tribal, Federal, State, and local regulations, gaming laws, internal controls, and departmental procedures. Verify Box Office sales transactions, process Entertainment holds or requests as needed. Prepare, review, and analyze departmental reports including: New member enrollment metrics Daily operational summaries Box Office event reports Inventory and gifting reports Identify operational trends and provide recommendations for process improvement and enhanced guest satisfaction. Maintain confidentiality of guests, team members, and company information. Analyze departmental performance data, identify trends, recommend improvements, and implement action plans to enhance operational efficiency, guest satisfaction, and team performance. Administrative Responsibilities Maintain inventory levels of departmental supplies, forms, equipment, and operational materials. Utilize computer systems and casino software to perform reporting, tracking, documentation, and communication functions. Attend departmental and property-wide meetings as required. Serve on committees, task forces, or special projects as assigned. Perform additional duties and responsibilities as assigned. Education / Qualifications Must be 21 years of age, or older. High School diploma or equivalent, required. Minimum four (4) years of guest service required. Minimum two (2) years of casino, hospitality, entertainment or related gaming industry experience required. Minimum one (1) year of supervisory, lead, or team leadership experience preferred. Demonstrated ability to lead, motivate, and develop employees. Strong conflict resolution, customer service, and communication skills. Ability to manage difficult guest situations and maintain professionalism under pressure. Strong organizational, inventory control, and administrative skills. Intermediate proficiency with Microsoft Office applications, including Outlook, Word, Excel, and Teams. Experience with player tracking systems, player rewards programs, ticketing systems, or casino management systems preferred. Ability to analyze reports, identify trends, and make recommendations. Ability to read, write, speak, and understand English. Ability to perform basic mathematical calculations and interpret operational reports. Ability to work flexible schedules include weekends, holidays, evenings, and special event assignments as business needs require. Must be able to provide evidence of eligibility to work in the United States of America. Certificates, Licenses and Registration Ability to obtain and maintain a valid Soboba Tribal Gaming Commission license. Required to submit to and obtain negative results on all drug and/or alcohol testing. Soboba Casino Resort Benefits Full-time team members are eligible to participate in a variety of group health and wellness benefits upon timely submission of appropriate enrollment forms. Coverage effective dates vary by plan and additional information will be provided to you during New Hire Orientation. Benefit offerings may change from time-to-time, but presently, Soboba Casino resort offers the following: 401k Plan Basic Life Insurance (employer paid) with the option to purchase Supplemental Life Insurance Medical available to employees at a significantly reduced cost. Dental & Vision paid for the employee. Employee Assistance Program Wellness Program (Annual Health Fair, Wellness Education, and Incentive Programs) Paid Time Off Soboba Casino Resort Team Member Recognition including, but not limited to: Reward and Recognition Program (Quarterly, and Annually) Team member Incentives Discounted Team member meal DISCLAIMER: The information contained in this job description is intended to describe the general nature and level of work performed by Team Members within this classification. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, working conditions, or physical requirements associated with the position. Management reserves the right to modify, add, or remove duties and responsibilities as business needs dictate. The omission of specific statements regarding physical demands or work environment conditions does not exclude them from being required to perform the essential functions of the job.