GUEST SERVICES SUPERVISOR

Job Description

Job Description

At Jamul Casino, we are committed to providing a genuinely fun experience for our valued guests, and our Guest Services team plays a pivotal role in exemplifying our Service Commitment. The Guest Services Supervisor is responsible for providing supervision of personnel, and daily operations of the cash cages and Player’s Club during assigned shifts, while exemplifying Jamul Casino’s Service Commitment. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

The following and other duties may be assigned as necessary:

• Performs all duties in accordance with governmental laws and regulations, Gaming Commission regulations, as well as company and departmental policies and procedures, within the framework and intent of Jamul Casino’s Mission Statement and Service Commitment.

• Responsible for providing guidance and daily supervision to staff in the department.  Supports and administers operational goals and monitors achievements of performance and profit objectives.

• Adheres to scheduling and coordinates with manager any scheduling concerns, with attention to guest satisfaction.

• Responsible for supporting compliance to departmental budgets by monitoring staffing levels and labor hours, and effectively coordinating lunches, breaks, and shift changes. 

• Enthusiastically supports, actively promotes, and demonstrates exceptional guest service in accordance with department and company standards and programs.  Ensures guest service standards are followed by all team members and addresses issues as they arise.  

• Assists in acquisition of new players through the continuous promotion of the Sweetwater Rewards card program and the special benefits of card membership.

• Effectively resolves guest complaints within scope of authority.

• Responsible for ensuring compliance with all regulatory compliance within areas of responsibilities and reporting potential issues to management.

• Ensures all staff are trained and follow Title 31 federal regulations procedures; responsible for making sure all paperwork is completed and reported in accordance with established compliance procedures.   

• Maintains working knowledge of all Guest Services cash and club processes, systems, and applications. May perform the duties of Guest Services Cashier or Support Cashier in the absence of staff or as business requires.

• Maintains strict confidentiality in all departmental and company matters.

• Performs other duties as assigned. 

QUALIFICATION REQUIREMENTS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• High school diploma/GED required; minimum  two years of guest service and cash handling experience

• 1+ years of supervisory experience preferred

• Must be proficient in computer knowledge to include keyboarding skills, all Microsoft Office applications, email usage, and database, spreadsheets, and word processing software.  

• Must have excellent verbal and written communication skills.

• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.

SUPERVISORY RESPONSIBILITIES

This job includes supervisory responsibilities.

• Manages work procedures and expedites workflow.

• Provides coaching and counseling to team members.

LANGUAGE SKILLS 

Ability to read and interpret documents In English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

MATHEMATICAL SKILLS 

Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to perform these operations using units of American money and weight measurement, volume, and distance.  Must be able to efficiently and accurately count money and gaming chips and make a change. Possess the ability to operate an adding machine and have basic computer skills.

REASONING ABILITY 

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

Team member must be able to qualify for licenses and permits required by federal, state and local regulations.

Must successfully complete TIPS training.

PHYSICAL DEMANDS   

The physical demands described here represent those that must be met by a team member to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The team member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

The team member must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 75 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here represent what a team member encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually very loud. Team member will be exposed to an environment containing unrestricted secondhand tobacco smoke.