Guest Rewards & Service Supervisor

Aquarius Casino Resort; Laughlin (NV); On-site; USD 40,000 - 55,000; Full time

Job summary

Aquarius Casino Resort is seeking a True Rewards Supervisor to support the True Rewards department's daily operations, staff supervision, and guest service standards. You will help schedule, train, and coach the team while maintaining a respectful, compliant work environment.

In this role, you’ll monitor daily operations, resolve issues, handle payroll-related tasks, and ensure adherence to department KPIs and safety guidelines, contributing to a high-service atmosphere for guests and staff

Qualifications

• 1 year of slot club, box office or customer service experience; including leadership or progressive responsibility
• Strong interpersonal and communication skills to support training, feedback, and conflict resolution
• Proficiency with Microsoft Office Suite and basic computer systems
• Basic understanding of department KPIs, labor management, or guest service standards

Responsibilities

• Assist in scheduling, training, supervising, and coaching department staff to promote performance and service consistency
• Monitor daily operations to align with company standards, safety protocols, and guest satisfaction goals
• Serve as contact for resolving team member or guest concerns; escalate issues as needed
• Investigate customer complaints and perform preliminary fact-finding
• Create event tickets and run final reports; disseminate updates to the team
• Update staff with policy or procedural changes; complete staff reviews and discipline as needed
• Assist with payroll processes, attendance tracking, and labor scheduling as directed
• Ensure compliance with gaming laws and internal controls; provide timely guest service

Skills

Leadership

Customer service

Communication

Time management

Education

High school diploma or equivalent

Tools

Microsoft Office

Outlook

Excel

Word

Job description

Aquarius Casino Resort is seeking a True Rewards Supervisor to support the True Rewards department's daily operations, staff supervision, and guest service standards. You will help schedule, train, and coach the team while maintaining a respectful, compliant work environment.

In this role, you’ll monitor daily operations, resolve issues, handle payroll-related tasks, and ensure adherence to department KPIs and safety guidelines, contributing to a high-service atmosphere for guests and staff