Rewards & Guest Experience Supervisor

Golden Entertainment, Inc.; Laughlin, Northern (NV, KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Aquarius Gaming, LLC is seeking a True Rewards Supervisor to support daily operations of the True Rewards department, including staff supervision, guest service, and operational efficiency.

You will coordinate staffing, uphold service standards, resolve issues, and model professional conduct to maintain a positive work environment and high guest satisfaction. Prior leadership in a fast-paced casino setting is preferred.

Qualifications

• 1 year of slot club, box office or customer service experience; including leadership or progressive responsibility
• Ability to lead and guide team members in a fast-paced or customer-facing environment
• Strong interpersonal and communication skills to support training, feedback, and conflict resolution
• Demonstrated ability to prioritize tasks, manage time effectively, and follow through on responsibilities

Responsibilities

• Assist in scheduling, training, supervising, and coaching department staff to promote strong performance, engagement, and service consistency
• Monitor and support daily operations to ensure alignment with company standards, safety protocols, and guest satisfaction goals
• Serve as a point of contact for resolving team member or guest concerns, escalating issues as needed to department leadership
• Investigate customer complaints and perform preliminary fact-finding on agent or procedural issues
• Create ticketed concert/event venues, sell tickets, and run final reports
• Document and disseminate promotional, policy, or procedural updates to team members
• Issue formal discipline and complete staff reviews using input from management and peers
• Investigate and report hardware issues impacting guest service or agent functionality
• Support the accurate completion of administrative functions, such as attendance tracking, supply ordering, or reporting
• Assist with payroll processes, scheduling adjustments, and labor compliance as directed by department management
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company's guest service culture standards
• Perform other duties as assigned

Skills

Customer service

Leadership

Team supervision

Communication

Problem solving

Education

High School Diploma or equivalent

Tools

Microsoft Office

Outlook

Excel

Word

Microsoft Teams

Job description

Aquarius Gaming, LLC is seeking a True Rewards Supervisor to support daily operations of the True Rewards department, including staff supervision, guest service, and operational efficiency.

You will coordinate staffing, uphold service standards, resolve issues, and model professional conduct to maintain a positive work environment and high guest satisfaction. Prior leadership in a fast-paced casino setting is preferred.