True Rewards Supervisor

Aquarius Casino Resort; Berlin; Vor Ort; EUR 47.000 - 65.000; Vollzeit

Zusammenfassung

Aquarius Gaming, LLC in the hospitality and gaming sector seeks a True Rewards Supervisor to support daily operations of the True Rewards department. You will assist with team supervision, guest service delivery, and operational efficiency, coordinating staffing and maintaining service standards while modeling professional conduct.

You will lead by example to support team performance, resolve guest and staff issues, and ensure compliance with company policies and regulatory requirements in a

Qualifikationen

• Experience leading a customer-facing team in hospitality or gaming.
• Ability to schedule staff and manage payroll inputs.
• Strong communication and interpersonal skills.
• Knowledge of gaming industry regulations a plus.

Aufgaben

• Assist in scheduling, training, supervising, and coaching department staff.
• Monitor daily operations to align with standards and guest satisfaction.
• Serve as point of contact for team and guest concerns, escalating issues as needed.
• Investigate customer complaints and perform preliminary fact-finding on issues.
• Create ticketed concert/event venues, sell tickets, and run final reports.
• Document and disseminate promotional, policy, or procedural updates to team members.
• Issue formal discipline and complete staff reviews using input from management and peers.
• Investigate and report hardware issues impacting guest service or agent functionality.
• Support the accurate completion of administrative functions, such as attendance tracking, supply ordering, or reporting.
• Assist with payroll processes, scheduling adjustments, and labor compliance as directed by department management.
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures.

Kenntnisse

Leadership

Staff scheduling

Guest service

Communication

Conflict resolution

Jobbeschreibung

At Aquarius Gaming, LLC , we don’t just offer jobs — we build careers. In a business that’s often about flash, we’re the real deal. With a diverse portfolio of hospitality, gaming, and entertainment properties, we’re powered by people who are passionate, reliable, and ready to make an impact. Whether you’re just starting out or looking to take your career to the next level, you’ll find real opportunities here — and a team that’s as invested in your success as you are.

Job Description Summary:

Summary:
As the True Rewards Supervisor, you support the daily operation of the True Rewards department by assisting with team supervision, guest service delivery, and operational efficiency. In this role, you help coordinate staffing, uphold service standards, and resolve team or guest issues while modeling professional conduct. Your ability to lead by example and support team performance helps maintain a positive work environment and high service standards.

Job Description:

Essential Functions and Responsibilities

• Assist in scheduling, training, supervising, and coaching department staff to promote strong performance, engagement, and service consistency
• Monitor and support daily operations to ensure alignment with company standards, safety protocols, and guest satisfaction goals
• Serve as a point of contact for resolving team member or guest concerns, escalating issues as needed to department leadership
• Investigate customer complaints and perform preliminary fact-finding on agent or procedural issues
• Create ticketed concert/event venues, sell tickets, and run final reports
• Document and disseminate promotional, policy, or procedural updates to team members
• Issue formal discipline and complete staff reviews using input from management and peers
• Investigate and report hardware issues impacting guest service or agent functionality
• Support the accurate completion of administrative functions, such as attendance tracking, supply ordering, or reporting
• Assist with payroll processes, scheduling adjustments, and labor compliance as directed by department management
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
• Perform other duties as assigned

Qualifications

• 1 year of slot club, box office or customer service experience; including leadership or progressive responsibility
• Ability to lead and guide team members in a fast-paced or customer-facing environment
• Strong interpersonal and communication skills to support training, feedback, and conflict resolution
• Demonstrated ability to prioritize tasks, manage time effectively, and follow through on responsibilities
• Flexible and adaptable to changing operational needs and shift schedules
• Committed to upholding a safe, respectful, and inclusive work environment
• Basic understanding of department KPIs, labor management, or guest service standards
• Ability to access and input information using a moderately complex computer system
• Skilled in Microsoft Office Suite, including Outlook, Excel, and Word; familiarity with collaboration tools like Microsoft Teams

Requirements

• At least 21 years of age
• High School Diploma or equivalent required
• Ability to effectively communicate in English, both written and verbal
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States

Work Cards

• Nevada Gaming Registration

Physical Requirements

• Occasionally push/pull up to 30 lbs.

• Occasionally lift and/or carry up to 30 lbs. at floor, knee, waist, and chest levels

• Occasionally squat, kneel, reach, bend, twist

• Frequently sit and work at a desk or computer

• Frequently standing and walking

• Ability to communicate using in-person speech, radios, and telephone

• Ability to hear, understand, and distinguish speech and/or other sound in person

• Ability to distinguish between shades of color

• Ability to use tools or equipment requiring a high degree of dexterity

Work Environment Potential Conditions

• Indoor
• Smoky
• Noisy
• Bright flashing lights
• Extreme hot cold temperatures
• Slippery surfaces
• Exposure to dust, fumes and/or gases

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.