Player's Club Supervisor

Position Summary

The Players Club Supervisor assures Player’s Club Hosts provide outstanding customer service to casino customers and provides encouragement, leadership and motivation ensuring a consistent and professional corporate image and the adherence of all implemented policies & procedures. This role also relays the benefits of Player’s Club membership by assisting and educating customers on all benefits.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contributes towards the ongoing success of the Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities

1. Supervises Players Club 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.
2. Supervises hosts on all day-to-day functions related to the functions and tasks associated with Box Office.
3. Conducts daily staff meetings with hosts to review promotions, Peak Rewards Members’ benefits, schedule changes, etc.
4. 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 always followed
5. Assists in creating and implementing Player’s Club procedures, departmental policies, and adherence to the system of Internal Controls
6. Recommends efficiency improvements to Player’s Club Manager on the daily operations of Player’s Club
7. Assists in training Players Club personnel on day-to-day operations of the Player’s Club.
8. Creates a report to record guest related issues
9. Creates player-tracking reports as requested by Players Club Manager and management.
10. Creates end of shift reports and provides all necessary information daily
11. Makes daily updates to the Performance Journals of each Players Club Host to provide accurate information for evaluations and performance reviews
12. Assists with moving, set-up and displaying promotional items for events
13. Completes appropriate paperwork to retrieve cash from vault for customers transactions
14. Evaluates promotional events and creates outcome reports with the assistance of Player’s Club Manager.
15. Ensures goals, expectations, and customer service levels are achieved, as outlined by the Player’s Club Manager.
16. Communicates system problems or concerns regarding program management to Player’s Club Manager and MIS
17. Makes recommendations for improvements needed to the player-tracking system
18. Responsible for ensuring inventory tracking and control procedures are adhered assuring a zero-variance regarding inventory of promotional materials
19. Assists in creating teamwork initiatives in coordination with Player’s Club Manager
20. Routinely and periodically spot checks subordinates primary job responsibility tasks, tracking mechanisms and work to ensure compliance with SOP's
21. Documents spot checks in employee Performance Journals and End of Shift reports
22. Responsible for completing assigned performance evaluations, training guidelines / coaching & mentoring programs with Players Club Hosts
23. 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
24. 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
25. Assists Players Club hosts achieve outlined goals and action plan objectives
26. Helps perform drawings as per STGC approved guidelines
27. Conducts and monitors promotional drawings and promotional games (wheel spinning, cash cage etc.) and identify winner(s) by verifying player’s card and valid ID
28. Assists management in the year over year reduction of exception reports for the department.
29. Performs other relevant and related duties as assigned.
30. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo of Sandia.

Additional Responsibilities

1. Provides immediate supervision to front line Team Members.
2. Sets business parameters and delegates day-to-day tasks to achieve operational objectives.
3. Provides guidance, training, counseling, recognition, and ongoing feedback, primarily to non-exempt staff members.
4. Delegates and assigns duties to the reporting staff in a clear and concise manner and set expectations for performance excellence.
5. May support management in the completion of administrative responsibilities.
6. Maintains a positive attitude and outlook and encourages the team to gain support and create a positive morale.
7. Creates an environment of teamwork, by communicating common goals, and showing appreciation for Team Members contributions and on-going support.
8. Demonstrates relevant experience in the industry or field, often including previous roles in leadership or supervisory positions.

Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, and Abilities

1. Ability to assist in planning and implementing work schedules
2. Excellent customer service, sales and/or marketing skills
3. Good verbal and written communication skills
4. Ability to deal effectively with the general public and solve customer issues
5. Basic money handling and variance tracking skills
6. Ability to create reports, documents, forms, logs and accounting reconciliation via computer and manually
7. Ability to stand for entire shift
8. Ability to lift heavy merchandise
9. Knowledge of computer systems and use of Windows operating systems as well as various computer applications, and data processing and data entry.
10. Ability to quickly learn various computer applications, data processing and data entry
11. Ability to identify and report fraudulent activity to Player’s Club Manager, Security, Gaming Commission and Senior Management.
12. Ability to perform all tasks and functions of Player’s Club host position.

Education and Experience

Required:

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

Preferred:

1. Knowledge of all games offered by casino.

Note: Relevant work experience or education may be substituted to satisfy education and/or work experience.

License/Certifications/Registrations

1. Must be able to obtain and maintain the required STGC Gaming License
2. Will require a pre-employment and random drug screening.

Physical Requirements/Working Conditions

The following selected physical activities are required to perform the essential functions of this position

Physical Requirement

Description

Hearing

Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

Kneeling

Bending legs at knee to come to a rest on knee or knees.

Lifting

Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.

Pulling

Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion.

Pushing

Using upper extremities to press against something with steady force to thrust forward, downward, or outward.

Reaching

Extending hand(s) and arm(s) in any direction.

Seeing

The ability to perceive the nature of objects by the eye.

Walking

Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.

Sitting

Particularly for sustained periods of time.

Standing

Particularly for sustained periods of time.

Stooping

Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.

Talking

Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Working Conditions Required:

1. Work is performed indoors and outdoors.
2. Work hours subject to change including working odd and unusual hours, including weekends and holidays with overtime work required.
3. Must be able to work long hours under stressful conditions.
4. Subject to hazards, which may cause personal bodily harm: smoke, common colds, influenza, dust, odors and elevated noise levels.
5. Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.
6. Duties may involve walking, standing for long periods of time, sitting and crouching.
7. Specific required movements include the following:

• Trunk-bend, twist, rotate, push, pull, and carry
• Arms-reach, carry, push, pull, lift, twist, and rotate
• Legs-lift, push, pull, twist, and rotate
• Hands-grasp, manipulate, bilateral coordination, eye and hand coordination, overall and finger dexterity.
• Must be able to lift 50 lbs.