Players Club Supervisor FT

Kickapoo Lucky Eagle Casino Hotel; Victoriano Hernandez Colonia (TX); On-site; USD 42,000 - 66,000; Full time

Job summary

Kickapoo Lucky Eagle Casino Hotel seeks a supervisory professional to oversee the operations of the Players Club, ensuring organization and guest service standards are met. You will interact directly with guests, provide prompt assistance, resolve inquiries, and update guests on loyalty benefits and promotions.

This role also provides administrative support to Marketing management to align with organizational objectives.

Qualifications

• Must have at least a High School Diploma or GED.
• Minimum two years of guest service experience.
• Minimum one year of supervisory experience in a casino or hospitality environment or similar customer-service department.
• Strong English communication skills; Spanish or other language skills are a plus.

Responsibilities

• Ensure compliance with Tribal, Federal and other laws, gaming regulations, and Kickapoo Lucky Eagle Hotel policies.
• Provide highest standard of guest service by listening and addressing concerns from guests and team members.
• Perform day-to-day duties including performance reviews, rewards, disciplinary actions, scheduling and training.
• Supervise the proper execution of Marketing promotions.
• Prepare a daily report summarizing events and relevant information.
• Assist with team member breaks and ensure fair treatment of Players Club Representatives.
• Oversee promotional and event announcements by Players Club & Promotions Manager.
• Provide jackpot winner information and media details to Marketing Media Specialist.
• Assist with prize payout bank during promotions.
• Submit documentation to Revenue Audit daily and ensure Players Club rules are followed.
• Enter and update guest information in Casino Player Tracking system.

Skills

Guest service

Supervisory

Communication

Promotions

Reporting

Education

High School Diploma or GED

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:

1. Ensure compliance with the applicable Tribal, Federal and other laws, gaming regulations,
   and Kickapoo Lucky Eagle Hotel policies and procedures.
2. Ensure the highest standards of guest service by actively listening to and addressing concerns
   and questions from both guests and team members.
3. Performs day-to-day duties, including performance reviews, rewards, corrective action, time
   and attendance, scheduling, training, work planning, task assignment, and addressing
   complaints to resolve issues.
4. Responsible for supervising the proper execution of Marketing promotions.
5. Responsible for the accurate and timely preparation of a daily report summarizing all
   relevant information from the day's events.
6. Assist with team member breaks, and ensure Players Club Representatives are treated fairly.
7. Responsible for promotional and event announcements as assigned by the Players Club &
   Promotions Manager.
8. Responsible for providing jackpot winner information and media details to the Marketing
   Media Specialist.
9. Assist with the prize payout bank during promotions.
10. Submit all necessary documentation, forms, and coupons to Revenue Audit on a daily basis.
11. Responsible for overseeing Players Club, and ensure all Players Club rules are followed.
12. Responsible for entering and updating guest information into the Casino Player Tracking
    system.
13. Prepare correspondence, forms, and reports as requested.
14. Demonstrate and promote KLECH core values and EGET skills.
15. Manage and maintain security of confidential information entrusted to position.
16. Attend and satisfactorily complete all required training as assigned.
17. 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.
18. 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.
19. Perform other duties as assigned.

Minimum Requirements to Qualifications:

1. Must have High School Diploma or GED.
2. Minimum two (2) years of guest service experience required.
3. Minimum one (1) year experience in a supervisory role within a casino or hospitality
   environment, or similar customer service-focused department.
4. 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:

1. Ability to work independently with minimal supervision.
2. Ability to maintain effective relationships with all team members.
3. Ability to work under pressure in a fast paced, stressful environment.
4. Ability to meet multiple deadlines and multi-task.
5. Ability to have strong critical thinking, analytical, and guest service skills.
6. Must possess a positive attitude with strong organizational and leadership qualities.
7. Ability to add, subtract, multiply, and divide in all units of measure.
8. Ability to define problems, collect data, establish facts, and draw conclusions.
9. Ability to understand complex instructions and material.
10. Ability to establish and maintain professional relationships with individuals of varying social
    and cultural backgrounds and with co-workers of all levels.
11. Ability to work effectively with individuals and demonstrate leadership and team building
    skills with empathy and enthusiasm.
12. Ability to maintain confidentiality.
13. Ability to follow and comply with established Casino guest service programs.

Physical Demands:

1. 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.
2. The team member must be able to concentrate for prolonged periods.
3. Specific vision abilities required by this job include close vision, distance vision, peripheral
   vision, and depth perception.
4. The team member must be able to communicate effectively in person or using
   telecommunications equipment.
5. The team member must have the hand-eye coordination and manual dexterity to operate a
   keyboard, touch-screen display, telephone, and calculator.
6. Frequently lift and/or move up to 30 lbs.

Work Environment:

1. Casino floor and normal office setting.
2. Frequent walking and standing environment with frequent contact with the general public.
3. Temperature controlled environment with varying noise levels. May be exposed to high
   levels of noise throughout the day.
4. May be exposed to cigarette smoke while on the casino floor.
5. Extended hours and irregular shifts may be required including nights, weekends, and
   holidays.
6. Must be able to perform under pressure and work long hours under demanding conditions.
7. May be exposed to the risks associated in attempting to resolve issues with difficult guests
   and team members.
8. May be exposed to various types of lighting including, but not limited to: artificial
   fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.
9. Travel may be required to perform one or more essential functions of this position.

Conditions of Employment:

1. 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.
2. Must be able to provide authorization to work in the United States.
3. Must be at least 18 years of age.
4. Must have access to reliable transportation to commute to and from work.
5. Must comply with KLECH handbook, internal policy and procedures, and gaming
   regulations set within KLECH.