Players Club Supervisor

Age Requirement: 21 years or older

Position Summary:

Responsible for supporting the Player Development Manager and Player’s Club Assistant Manager in the supervision, management, and execution of Players Club operations, encompassing the Players Club and associated systems, promotions, and special events. Additionally, tasked with handling Box Office responsibilities and other entertainment-related duties.

Isleta Resort and Casino Guest Service Agreement

All Team Members will display 100% commitment to World Class Guest Service through the delivery and maintenance of Guest Service Standards established by Isleta Resort and Casino.

Essential Functions and Responsibilities: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all the duties listed, nor does it necessarily list all possible duties that may be assigned.

• Collaborates with Player Development Manager and Players Club Assistant Manager to manage workflow of Players Club operations.
• Supervises setup of special events, promotions, and entertainment.
• Provides input for Players Club program improvement and process changes.
• Participates in department projects, Isleta Resort and Casino promotions, and special events.
• Maintains an open, welcoming atmosphere, promoting skill enhancement.
• Greets guests with courtesy, efficiently issuing complimentary items, selling tickets, and redeeming points.
• Prepares Players Club reports, including database and entertainment reports.
• Promotes a guest services program for Players Club staff.
• Monitors staff performance, behavior, and attendance, administering disciplinary action.
• Ensures proper staffing to exceed Isleta Resort and Casino goals.
• Resolves external guest issues professionally on behalf of management.
• Occasionally handles payroll, employee scheduling, and performs subordinate duties as needed.

Accountability and Supervision:

Supervises Players Club Representatives, overseeing employment actions in line with Isleta Resort and Casino policies, SOPs, and applicable laws. Manages tasks such as interviewing, training, work assignment, rewarding, disciplining employees, and addressing guest complaints to ensure effective resolution.

Education and Experience:

• High School Diploma or General Education Degree (GED) equivalent, required.
• Two years of previous Players Club experience, required.
• Two years of Supervisory experience required.
• Or equivalent combination of education, experience, and training.

Special Requirements, Licenses, and Certification

• Must acquire and maintain a Gaming License.
• Pass pre-employment drug test and background investigation.
• Must maintain all Isleta Resort and Casino-wide educational and certification requirements.
• Flexible work schedule, willingness to work any days/hours as needed.

Knowledge, Skills, and Abilities:

• Effective communication in English, both written and verbal, with the ability to convey denials and defuse hostile situations tactfully.
• Proficient in basic mathematics and moderate computer skills, including Microsoft, Hold My Ticket, and Patron Management applications.
• Highly developed customer service and interpersonal skills, demonstrating integrity and respect.
• Maintains a consistently positive attitude towards internal and external guests.
• Strong critical and analytical thinking skills.
• Flexible schedule availability, including on-call, evenings, weekends, and holidays.
• Excellent planning skills, guiding executive management towards higher efficiency and profitability.
• Well-developed interpersonal and communication skills, exhibiting motivation, confidence, intelligence, leadership, and teamwork characteristics.

Physical Demands and Work Environment:

• Exhibit the capability to lift, move, and position objects weighing up to 25 pounds.
• Demonstrate the ability to maintain a seated or standing posture for extended periods.

Working Conditions:

Work is generally performed in, both, a casino setting with possible exposure to second-hand smoke and a high noise level, and a high paced office setting; possibility of working outdoors in extreme weather conditions such as high levels of heat, winds, rain, hail, and snow. Occasionally may be required to interact with hostile and/or angry guests.  

Disclaimer

This job description is intended to provide an overview of the requirements of the position. It is not necessarily all-inclusive, and the job may require other essential and/or non-essential functions, tasks, duties, or responsibilities not listed herein. Management reserves the right to add, modify, or exclude any essential or non-essential requirement at any time with or without notice. Nothing in this job description, or by the completion of any requirement of the job by the employee, is intended to create a contract of employment of any type.

Native American Preference Policy

Isleta Resort and Casino will at all times and for the positions give hiring, transfers, and promotional preferences to qualified Native American applicants in the following order: 1. Enrolled Pueblo of Isleta Tribal Member; 2. Enrolled pueblo of Isleta Descendants; and 3. Registered Native American from a federally recognized tribe.