Players Club Supervisor

Grand Sierra Resort; Reno (NV); On-site; USD 42,000 - 54,000; Full time

Job summary

Grand Sierra Resort in Reno is seeking a Rewards Desk Supervisor to oversee daily operations at the rewards desk and ensure guest satisfaction. You will manage staffing, run daily reports, and coordinate with VIP guests and marketing to optimize guest service.

The role requires casino supervision experience, strong communication, and the ability to train new hires across club policies and procedures. A gaming license is required and flexible shifts are expected.

Qualifications

• 4–6 months casino and supervisor experience required or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

Responsibilities

• Oversee daily operations at the rewards desk.
• Maintain and update all operational manuals.
• Coordinate staffing and breaks to ensure efficiency.
• Run daily reports and monitor task sheets for supervised team.
• Respond to guest inquiries with a positive, clear voice and troubleshoot concerns regarding data in the tracking system.
• Assist in special events as needed.
• Build and maintain relationships with VIP guests.
• Submit purchasing orders and inventory requisitions weekly to maintain stock.
• Identify potential concerns and report to leadership.
• Train new hires in Club Policies and Procedures.

Skills

Effective communication

Time management

Problem solving

Clerical

Coordination

Supervising

Decision making

Flexible shifts

21+ age

Education

Casino supervisor experience

Tools

Gaming license

Job description

Essential Duties And Responsibilities

• Oversee daily operations at the rewards desk.
• Maintain and update all operational manuals.
• Maintain efficiency in staffing as well as coordinating all breaks.
• Run daily reports and monitors daily task sheets for their supervised team.
• Listen and respond to guest inquiries using a positive, clear speaking voice. Troubleshoot guest’s concerns regarding data entered into our tracking system, answering questions and offer assistance to provide guest satisfaction regarding issues and promotions, correspondence via phone or email, escalating issue to leadership when necessary.
• Assist in Special events as needed.
• Build and maintain good relationships with our frequent VIP guests.
• Submit purchasing orders and inventory requisitions to leadership on a weekly basis to maintain all stock needed to run the Club efficiently.
• Identify potential concerns in their area and report to leadership.
• Increase guest sign-ups by being fully knowledgeable of promotions.
• Train all new hires in Club Policies and Procedures.
• Assist Marketing leadership with progressive discipline and monitors for improvement as needed.
• Submit all requests for team member recognition to leadership for approval.
• Act as liaison between the casino, the Executive Casino Hosts and VIP creating and maintaining open lines of communication.
• Be a leader for all team members at all times by creating, organizing goals in assistance with leadership to provide excellent guest service.
• Identify potential areas for growth and development and submits proposals to leadership.
• Build and maintain working relationships with the Marketing department to be the first point of contact any concerns/problems that may arise with guests.
• Make constant contact with both internal and external guests to provide optimal guest service. This includes contact with various hotel departments in an effort to provide/obtain pertinent information needed to ensure proper guest service is provided.
• Send EOD report for unusual incidents or interactions with guests, adjustments, or other departmental information or concerns.
• Any other duties as assigned within the scope of this position.

Essential Duties And Responsibilities

• Oversee daily operations at the rewards desk.
• Maintain and update all operational manuals.
• Maintain efficiency in staffing as well as coordinating all breaks.
• Run daily reports and monitors daily task sheets for their supervised team.
• Listen and respond to guest inquiries using a positive, clear speaking voice. Troubleshoot guest’s concerns regarding data entered into our tracking system, answering questions and offer assistance to provide guest satisfaction regarding issues and promotions, correspondence via phone or email, escalating issue to leadership when necessary.
• Assist in Special events as needed.
• Build and maintain good relationships with our frequent VIP guests.
• Submit purchasing orders and inventory requisitions to leadership on a weekly basis to maintain all stock needed to run the Club efficiently.
• Identify potential concerns in their area and report to leadership.
• Increase guest sign-ups by being fully knowledgeable of promotions.
• Train all new hires in Club Policies and Procedures.
• Assist Marketing leadership with progressive discipline and monitors for improvement as needed.
• Submit all requests for team member recognition to leadership for approval.
• Act as liaison between the casino, the Executive Casino Hosts and VIP creating and maintaining open lines of communication.
• Be a leader for all team members at all times by creating, organizing goals in assistance with leadership to provide excellent guest service.
• Identify potential areas for growth and development and submits proposals to leadership.
• Build and maintain working relationships with the Marketing department to be the first point of contact any concerns/problems that may arise with guests.
• Make constant contact with both internal and external guests to provide optimal guest service. This includes contact with various hotel departments in an effort to provide/obtain pertinent information needed to ensure proper guest service is provided.
• Send EOD report for unusual incidents or interactions with guests, adjustments, or other departmental information or concerns.
• Any other duties as assigned within the scope of this position.

Knowledge/Skills/Abilities

• Effective communication and excellent time management.
• Define and solve practical problems and deal with a variety of situations in a calm, professional manner.
• Ability of complex reading, writing, and task completion as well as simple math skills is required.
• Must have the following skills: clerical, compiling, coordination, analyzing, supervising, instructing, precision working, following instructions, influencing others, memorization, problem solving, independent judgment, and decision making.
• Flexible working all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 21 years of age.

EDUCATION And/or EXPERIENCE

• 4 – 6 months casino and supervisor experience is required or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.
• Casino Marketing experience is preferred.

CERTIFICATES AND LICENSES

• Must be able to maintain appropriate Gaming License & Alcohol Awareness card.

PHYSICAL DEMANDS

• While performing the duties of this job, the team member is occasionally sitting, walking, reaching overhead, bending over, crouching, kneeling, crawling, balancing and constantly standing during the duration of their shift.
• Must be able to lift/carry or push/pull 10lbs or less constantly and up to 75lbs occasionally.
• The team member will constantly have repetitive use of both hands and require frequent light grasping motions and occasional firm/strong grasping motions. Finger dexterity of both hands will be constantly required.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
• The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• Work performed consistently indoors alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others around computer equipment, mechanical devices, and other electrical devices.
• The noise level in the work environment is usually moderate but can be loud at times.
• Team Member may be exposed to odor and/or secondhand smoke.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.