Players Club Supervisor

Kickapoo Lucky Eagle Casino Eagle Pass , TX 78852

Posted 3 weeks ago

Reports to:

Players Club Manager

Supervises:

Players Club Representative

Job Summary:

Oversees the Players Club; communicates directly with the guest and provides guests with prompt and courteous service; handles and resolves problems, questions and concerns of guests; and provides administrative support for the Marketing/Players Club Department.

Essential Functions:

  • Ensure compliance with the applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures.

  • Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions.

  • Supervise day-to-day activities of team members to include performance reviews, rewards, discipline, time and attendance, scheduling, shift bids, training, plan work, assign work, direct work, address complaints and resolve issues.

  • Responsible for the accurate and timely preparation and follow up of a daily report summarization.

  • Assist with team member breaks and ensure Players Club Representatives are treated fairly.

  • Responsible for announcing jackpot winners and providing media information to our Marketing Specialist (Media).

  • Maintain in constant communication with Bus Program.

  • Assist with Bus Program activities as necessary.

  • Assist with the prize payout bank during promotions.

  • Submit all necessary documentation, forms and coupons to Revenue Audit on a daily basis.

  • Responsible for overseeing Players Club and ensure all Players Club rules are followed.

  • Responsible for entering player/guest information in the Casino Player Tracking system.

  • Prepare correspondence, forms and reports as requested.

  • Demonstrate and promote KLECH core values and MAD skills.

  • Manage and maintain security of confidential information entrusted to position.

  • Attend and satisfactorily complete all required training as assigned.

  • Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.

  • The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.

  • Perform other duties as assigned.

Minimum Requirements to Qualifications:
  • Must have High school Diploma or GED.

  • Minimum one (1) year of experience as a Guest Service Representative or at least two (2) years of guest service experience required.

  • Strong communication skills in English both written and oral. Spanish or other language skills a plus.

Other Criteria:

Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.

Skills and Abilities:

  • Ability to work independently with minimal supervision.

  • Ability to maintain effective relationships with the General Manager, Directors, Managers and all staff.

  • Ability to work under pressure in a fast paced, stressful environment.

  • Ability to meet multiple deadlines and multi-task.

  • Ability to have strong critical thinking, analytical and guest service skills.

  • Must possess a positive attitude with strong organizational and leadership qualities.

  • Ability to add, subtract, multiply and divide in all units of measure.

  • Ability to define problems, collect data, establish facts and draw conclusions.

  • Ability to understand complex instructions and material.

  • Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.

  • Ability to work effectively with individuals and demonstrate leadership and team building skills with empathy and enthusiasm.

  • Ability to maintain confidentiality.

  • Ability to follow and comply with established Casino guest service programs.

Physical Demands:

  • While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, climb and bend for extended periods; reach with hands and arms; talk and listen on a regular basis.

  • The team member must be able to concentrate for prolonged periods.

  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.

  • The team member must be able to communicate effectively in person or using telecommunications equipment.

  • The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone and calculator.

  • Frequently lift and/or move up to 30 lbs.

Work Environment:

  • Casino floor and normal office setting.

  • Frequent walking and standing in a smoke filled environment and frequent contact with the general public.

  • Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.

  • Extended hours and irregular shifts may be required including nights, weekends and holidays.

  • Must be able to perform under pressure and work long hours under stressful conditions.

  • May be exposed to the risks associated in attempting to resolve issues with difficult guests and extremely irate staff members.

  • May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.

  • Travel may be required to perform one or more essential functions of this position.

Conditions of Employment:

  • Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license. Responsible to keep all documents current and valid at all times.

  • Must be able to provide authorization to work in the United States.

  • Must be at least 18 years of age.

  • Must have access to reliable transportation to commute to and from work.

Must comply with KLEC handbook, internal policy and procedures, and gaming regulations set within KLEC.

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Essential Functions: * Ensure compliance with the applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures. * Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions. * Provide direction, assistance, and/or information as may be required to ensure guest satisfaction. * Maintain a working knowledge of the property, food venues, current and upcoming special events and promotions. * Maintain general awareness of gaming operations at all times and comply with security policies and procedures in order to secure company assets. * Report technical problems of gaming machines to a gaming technician or supervisor so they can be repaired quickly. * Enroll guests into the Players Club program and explain the benefits of the different tiers. * Assist guests with inquiries regarding club membership and promotions. * Assist guests with usage of the enrollment and promotional kiosks. * Assist guests in need of accessing lucky bucks or converting points. * Assist guests with point redemption and purchase of merchandise at Players Club. * Answer and transfer incoming calls. * Work special events and promotions with integrity. * Demonstrate and promote KLECH core values and MAD skills. * Manage and maintain security of confidential information entrusted to position. * Attend and satisfactorily complete all required training as assigned. * Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed. * The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director. * Perform other duties as assigned. Minimum Requirements to Qualifications: * Must have High School Diploma or GED. * Guest Service experience, preferred. * Basic computer skills, required. * Strong communication skills in English both written and oral. Spanish or other language skills a plus. Other Criteria: Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed. Skills and Abilities: * Ability to work independently with minimal supervision. * Ability to maintain effective relationships with the General Manager, Directors, Managers and all staff. * Ability to work under pressure in a fast paced, stressful environment. * Ability to meet multiple deadlines and multi-task. * Ability to have strong critical thinking, analytical and guest service skills. * Must possess a positive attitude with strong organizational and leadership qualities. * Ability to add, subtract, multiply and divide in all units of measure. * Ability to define problems, collect data, establish facts and draw conclusions. * Ability to understand complex instructions and material. * Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels. * Ability to work effectively with individuals and demonstrate leadership and team building skills with empathy and enthusiasm. * Ability to maintain confidentiality. * Ability to follow and comply with established Casino guest service programs. Physical Demands: * While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, climb and bend for extended periods; reach with hands and arms; talk and listen on a regular basis. * The team member must be able to concentrate for prolonged periods. * Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception. * The team member must be able to communicate effectively in person or using telecommunications equipment. * The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone and calculator. * Frequently lift and/or move up to 30 lbs. Work Environment: * Casino floor and normal office setting. * Frequent walking and standing in a smoke filled environment and frequent contact with the general public. * Temperature controlled environment with varying noise levels. 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Players Club Supervisor

Kickapoo Lucky Eagle Casino