Guest Experience Leader, Players Club

Kickapoo Lucky Eagle Casino Hotel

Eagle Pass (TX)

On-site

USD 42,000 - 62,000

Full time

5 hours ago

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Job summary

Kickapoo Lucky Eagle Casino Hotel is seeking a Supervisor to oversee the operations of the Players Club and maintain guest service standards. The role involves direct guest interaction, handling inquiries, and updating guests on loyalty benefits and promotional offers.

The position provides administrative support to Marketing management and requires supervisory experience in a casino or hospitality setting, with strong English communication skills and the ability to lead a team in a fast-paced

Qualifications

Minimum two years of guest service experience
One year in a supervisory role within casino or hospitality
Strong written and spoken English; Spanish or other language skills are a plus

Responsibilities

Ensure compliance with Tribal, Federal, gaming regulations and Kickapoo Lucky Eagle Hotel policies
Maintain highest guest service standards by actively listening and addressing concerns
Oversee day-to-day duties: performance reviews, rewards, corrective action, scheduling, training, and issue resolution
Supervise execution of Marketing promotions
Prepare a daily report summarizing the day’s events
Assist with team member breaks and fair treatment of Players Club Representatives
Oversee promotional and event announcements and provide jackpot information to Marketing
Assist with prize payout banking during promotions
Submit documentation to Revenue Audit daily
Oversee Players Club operations and enforce club rules
Update guest information in the Casino Player Tracking system