Rewards Operations Lead

[1005 Aquarius] Aquarius Gaming, LLC; Laughlin (NV); On-site; USD 42,000 - 62,000; Full time

Job summary

Aquarius Gaming, LLC in Laughlin, NV is seeking a True Rewards Supervisor to support daily operations of the True Rewards department, supervise staff, and ensure high service standards. You will help coordinate staffing, improve efficiency, and resolve issues while modeling professional conduct.

Leading by example, you’ll maintain a positive work environment, align with standards, and ensure guest satisfaction through consistent practices and timely problem-solving.

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.
• Flexible and adaptable to changing operational needs and shift schedules.
• Committed to upholding a safe, respectful, and inclusive work environment.
• Basic understanding of department KPIs, labor management, or guest service standards.
• Ability to access and input information using a moderately complex computer system.
• Skilled in Microsoft Office Suite, including Outlook, Excel, and Word; familiarity with collaboration tools like Microsoft Teams.

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

Leadership

Customer Service

Team Training

Problem Solving

Microsoft Office

Tools

Microsoft Office Suite

Outlook

Excel

Word

Microsoft Teams

Job description

Aquarius Gaming, LLC in Laughlin, NV is seeking a True Rewards Supervisor to support daily operations of the True Rewards department, supervise staff, and ensure high service standards. You will help coordinate staffing, improve efficiency, and resolve issues while modeling professional conduct.

Leading by example, you’ll maintain a positive work environment, align with standards, and ensure guest satisfaction through consistent practices and timely problem-solving.