Players Club Supervisor

Kickapoo Lucky Eagle Casino Hotel; Victoriano Hernandez Colonia (TX); On-site; USD 42,000 - 58,000; Full time

Job summary

Kickapoo Lucky Eagle Casino Hotel in Texas is seeking a capable supervisor to oversee the Players Club operations and guest services while ensuring compliance with regulatory standards.

The role involves direct guest communication, resolving inquiries, promoting loyalty program benefits, and providing administrative support to Marketing to align with organizational goals.

Qualifications

• High school diploma or GED required.
• Minimum two years guest service experience.
• Minimum one year supervisory experience in a casino or hospitality setting.
• Strong English communication skills; Spanish or other language skills are a plus.

Responsibilities

• Oversee day-to-day operations of the Players Club and guest services.
• Ensure compliance with laws, policies, and gaming regulations.
• Prepare daily reports and coordinate with Marketing and Revenue Audit.
• Supervise staff, manage scheduling, training and performance reviews.
• Maintain confidentiality and handle sensitive guest information.

Skills

Guest service

Communication

Supervisory experience

Staff management

Training

Scheduling

Problem solving

Leadership

Confidentiality

Education

High school diploma or GED

Tools

Casino Player Tracking system

Reporting tools

Job description

Reports to:

Players Club & Promotions Manager

Supervises:

Players Club Representative

Job Summary:

Supervises the operations of the Players Club, ensuring organization and guest service standards are met. This role involves direct communication with guests, providing prompt and courteous assistance, handling and resolving inquiries, and proactively updating guests on loyalty program benefits and ongoing promotional offers. This role provides administrative support to Marketing management to ensure overall alignment with organizational objectives.

Essential Functions:

• Ensure compliance with the applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures.
• Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions.
• Supervise day-to-day activities of team members to include performance reviews, rewards, discipline, time and attendance, scheduling, shift bids, training, plan work, assign work, direct work, address complaints and resolve issues.
• Responsible for the supervision of Marketing promotions.
• Responsible for the accurate and timely preparation and follow up of a daily report summarization.
• Assist with team member breaks and ensure Players Club Representatives are treated fairly.
• Responsible for announcing jackpot winners and providing media information to our Marketing Specialist (Media).
• Assist with the prize payout bank during promotions.
• Submit all necessary documentation, forms and coupons to Revenue Audit on a daily basis.
• Responsible for overseeing Players Club and ensure all Players Club rules are followed.
• Responsible for entering player/guest information in the Casino Player Tracking system.
• Prepare correspondence, forms and reports as requested.
• Demonstrate and promote KLECH core values and MAD skills.
• Manage and maintain security of confidential information entrusted to position.
• Attend and satisfactorily complete all required training as assigned.
• Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.
• The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.
• Perform other duties as assigned.

Minimum Requirements to Qualifications:

• Must have High school Diploma or GED.
• Minimum two (2) years of guest service experience required.
• Minimum one (1) year experience in a supervisory role within a casino or hospitality environment, or similar customer service- focused department.
• Strong communication skills in English both written and oral. Spanish or other language skills a plus.

Other Criteria:

Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.

Skills and Abilities:

• Ability to work independently with minimal supervision.
• Ability to maintain effective relationships with the General Manager, Directors, Managers and all staff.
• Ability to work under pressure in a fast paced, stressful environment.
• Ability to meet multiple deadlines and multi-task.
• Ability to have strong critical thinking, analytical and guest service skills.
• Must possess a positive attitude with strong organizational and leadership qualities.
• Ability to add, subtract, multiply and divide in all units of measure.
• Ability to define problems, collect data, establish facts and draw conclusions.
• Ability to understand complex instructions and material.
• Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.
• Ability to work effectively with individuals and demonstrate leadership and team building skills with empathy and enthusiasm.
• Ability to maintain confidentiality.
• Ability to follow and comply with established Casino guest service programs.

Physical Demands:

• While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, climb and bend for extended periods; reach with hands and arms; talk and listen on a regular basis.
• The team member must be able to concentrate for prolonged periods.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.
• The team member must be able to communicate effectively in person or using telecommunications equipment.
• The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone and calculator.
• Frequently lift and/or move up to 30 lbs.

Work Environment:

• Casino floor and normal office setting.
• Frequent walking and standing in a smoke filled environment and frequent contact with the general public.
• Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.
• Extended hours and irregular shifts may be required including nights, weekends and holidays.
• Must be able to perform under pressure and work long hours under stressful conditions.
• May be exposed to the risks associated in attempting to resolve issues with difficult guests and extremely irate staff members.
• May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.
• Travel may be required to perform one or more essential functions of this position.

Conditions of Employment:

• Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license. Responsible to keep all documents current and valid at all times.
• Must be able to provide authorization to work in the United States.
• Must be at least 18 years of age.
• Must have access to reliable transportation to commute to and from work.
• Must comply with KLEC handbook, internal policy and procedures, and gaming regulations set within KLEC.