Club Supervisor

Viejas Casino & Resort; Alpine (CA); Sur place; USD 60 000 - 90 000; Plein temps

Résumé du poste

Viejas Casino & Resort seeks a Club Supervisor to oversee Club Hosts and ensure top-tier guest service. Responsibilities include interviewing, hiring, training, and directing staff, and communicating promotions and events to the team.

You will monitor guest interactions, manage comps, and resolve guest inquiries while maintaining a professional, courteous atmosphere on the floor. Strong leadership and organizational skills are essential.

Qualifications

• Supervise Club Hosts and hire/train team members.
• Provide guidance on guest hospitality and service.
• Communicate programs, promotions and events to staff.
• Maintain guest satisfaction and professional conduct.

Responsabilités

• Schedule work, hire, motivate, and appraise performance of Club Hosts.
• Inform staff about events, promotions and club benefits.
• Evaluate guest activity and adjust comps accordingly.
• Ensure compliance with casino and departmental policies.
• Maintain communication with Marketing and other departments.
• Resolve guest inquiries and issues promptly.

Description du poste

Job Summary

The myViejas Club Supervisor supervises the Club Hosts and carries out supervisory responsibilities in accordance with the organization’s policies and procedures. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems. Trains and informs Club Hosts on all new programs, promotions and special events. Provides on-going guidance concerning guest hospitality and service; ensures that guests have a favorable gaming experience by providing personalized and preferential guest service; builds strong relationships with guests to promote return trips to the Casino.

Job Description

• Supervise the activities of the Club Hosts which include scheduling work, hiring, motivating, and appraising their performance. Complies with and ensures that all staff follows all casino and departmental policies and procedures.
• Provides daily written or verbal communications to inform team members of all special events, promotions, programs and activities within the casino and VOC. Provides on-going guidance concerning guest hospitality and service. Ensures that all casino from line team members understand how myViejas operates, including the benefits of the club and various techniques for encouraging guests to sign up for a player’s club card.
• Makes appropriate decisions regarding complimentary by evaluating the gaming activity of individual players such as recorded play, earned points, comp availability, and guest profitability.
• Adheres to guest complimentary guidelines as defined by management.
• Ensures that guests have a favorable gaming experience by providing excellent and personalized guest service. Create a fun and exciting atmosphere by assisting with special events and promotions as needed, while maintaining a professional, friendly and courteous manner at all times.
• Timely responds and resolves guest inquiries and disputes/issues regarding player’s account, point discrepancies or related while ensuring guest satisfaction.
• Ensures that all bus tour guests are appropriately signed up for myViejas and monitors the guests’ play in accordance with the tour bus policy.
• Observe any wrong doing or irregularities that may take place on the Casino floor. Works with the other myViejas Supervisors to maintain the integrity of the player tracking system including any other information that may affect the functioning of the myViejas Club. Coordinates with Surveillance and Security with code X and card fraud issues.
• While on the floor, actively seeks guests that are not in the myViejas Club and utilizes strong sales tactics to promote the myViejas rewards and sign-up new members.
• Maintain inventory and order supplies as needed. Stock the booths, and change the embossers and printer ribbons. Check that all the equipment is working properly and call IT with any issues.
• Maintains open communication with Marketing staff and other operational departments.
• Maintains the knowledge of and ensures the team member is aware of marketing promotions, and changes related to the casino policies and procedures.
• Performs other related and compatible duties as assigned.
• Excellent verbal, written, and interpersonal communication skills.
• Excellent organizational skills.
• Ability to manage multiple tasks.
• Ability to problem-solve, make decisions, and manage conflict.
• Ability to maintain confidentiality in handling sensitive information.
• Must be able to work flexible schedule according to business needs, including evenings, weekends, and holidays.

Hiring Preference

The Viejas Band of Kumeyaay Indians is an equal opportunity employer. Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring.