PLAYER'S CLUB SUPERVISOR

at  Sandia Resort And Casino

POSITION SUMMARY

Assures Player’s Club Hosts provide outstanding customer service to casino customers. Provides leadership and motivation to staff at all levels to ensure consistent and professional corporate image and the adherence to all implemented policies and procedures. Promotes the benefits of club membership by assisting and educating customers on all benefits.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to assist in planning and implementing work schedules.
• Must have excellent customer service, sales and/or marketing skills.
• Good Verbal and Written communication skills.
• Ability to deal effectively with the public and satisfy customer issues.
• Basic money handling and variance tracking skills.
• Ability to organize thoughts and write clearly and concisely in order to create reports, documents, forms, logs and accounting reconciliation via computer and manually.
• Ability to stand for entire shift.
• Ability to lift heavy merchandise.
• Knowledge of computer systems and use of Windows operating systems as well as various computer applications, and data processing and data entry.
• Ability to identify and report fraudulent activity to Player’s Club Manager, Security, Gaming Commission and management.
• Ability to perform all tasks and functions of Player’s Club host position.

MINIMUM QUALIFICATIONS, EDUCATION AND EXPERIENCE

Required:

• High School Diploma or GED certification.
• Two (2) years customer service including six (6) months prior supervisory experience or training.
• Must be at least 21 years of age.
• Must possess and maintain a valid, unrestricted New Mexico Driver’s License.

Preferred:

• Knowledge of all games offered by casino.

MAJOR DUTIES AND RESPONSIBILITIES

• Supervises hosts on all day-to-day functions and tasks of the Player’s Club including evaluating performance, taking appropriate disciplinary action and commendations when necessary.
• Supervises hosts on all day-to-day functions related to the functions and tasks associated with Ticketmaster outlet.
• Conducts daily staff meetings with hosts to review Stand Up’s and provides updates to promotions, Peak Rewards Members benefits, schedule changes, etc.
• Assists in ensuring the day-to-day operational policies and procedures for the Player’s Club and the use of the player-tracking system are followed at all times.
• Assists in creating and implementing Player’s Club procedures, departmental policies, and adherence to the system of Internal Controls.
• Recommends efficiency improvements to Player’s Club Manager on the daily operations of Player’s Club.
• Assists in training Player Club personnel on day-to-day operations of the Player’s Club.
• Creates a report to record guest related issues.
• Creates player-tracking reports as requested by Player’s Club Manager and management.
• Creates end of shift reports and provides all necessary information daily.
• Makes daily updates to the Performance Journals of each host they worked with that day to provide accurate information for evaluations and performance reviews.
• Assists with promotional/special event including providing the required promotional items need for the event.
• Completes appropriate paper work to retrieve cash from vault to make payouts to customers for all promotions.
• Evaluates promotional events and creates outcome reports with the assistance of Player’s Club Manager.
• Ensures goals, expectations, and customer service levels are achieved, as outlined by the Player’s Club Manager.
• Communicates system problems or concerns regarding program management to Player’s Club Manager and MIS.
• Makes recommendations from a user’s perspective on improvements needed to the player-tracking system.
• Responsible for ensuring inventory tracking and control procedures are adhered to. . There should be Zero unexplained variances with inventory of promotional materials.
• Assists in creating teamwork initiatives in coordination with Player’s Club Manager.
• Routinely and periodically spot checks subordinates primary job responsibility tasks, tracking mechanisms and work to ensure compliance with SOP’s and POP’s. Document spot checks in Performance Journals and End of Day reports.
• Responsible for completing performance evaluations, training guidelines / coaching & mentoring programs along with scheduling according to appropriate standards for all areas of supervision.
• Responsible for helping prepare expense and revenue departmental budgets in accordance with property timelines and methods, as well as monitor and report on expenses and revenues periodically to ensure guidelines are being followed.
• Performs duties in accordance with property compliance and regulation standards as established by the Pueblo of Sandia and the other governing bodies including but not limited to NIGC and STGC standards.
• Helps hosts achieve outlined goals and plan of action objectives by periodically meeting with and assisting hosts with tasks and needs associated with the goals and objectives.
• Helps perform drawings on a timely basis, conducts and monitors other promotional games (wheel spinning, cash cage etc.) and identify player as a valid winner by verifying player’s card and valid ID against drawing ticket and the information contained within computer system (Konami).
• Assists management in the year over year reduction of exception reports for the department.
• Performs other relevant and related duties as assigned.