True Rewards Supervisor

Aquarius Casino Resort; Laughlin (NV); On-site; USD 40,000 - 55,000; Full time

Job summary

Aquarius Casino Resort is seeking a True Rewards Supervisor to support the True Rewards department's daily operations, staff supervision, and guest service standards. You will help schedule, train, and coach the team while maintaining a respectful, compliant work environment.

In this role, you’ll monitor daily operations, resolve issues, handle payroll-related tasks, and ensure adherence to department KPIs and safety guidelines, contributing to a high-service atmosphere for guests and staff

Qualifications

• 1 year of slot club, box office or customer service experience; including leadership or progressive responsibility
• Strong interpersonal and communication skills to support training, feedback, and conflict resolution
• Proficiency with Microsoft Office Suite and basic computer systems
• Basic understanding of department KPIs, labor management, or guest service standards

Responsibilities

• Assist in scheduling, training, supervising, and coaching department staff to promote performance and service consistency
• Monitor daily operations to align with company standards, safety protocols, and guest satisfaction goals
• Serve as contact for resolving team member or guest concerns; escalate issues as needed
• Investigate customer complaints and perform preliminary fact-finding
• Create event tickets and run final reports; disseminate updates to the team
• Update staff with policy or procedural changes; complete staff reviews and discipline as needed
• Assist with payroll processes, attendance tracking, and labor scheduling as directed
• Ensure compliance with gaming laws and internal controls; provide timely guest service

Skills

Leadership

Customer service

Communication

Time management

Education

High school diploma or equivalent

Tools

Microsoft Office

Outlook

Excel

Word

Job description

At Aquarius Gaming, LLC , we don’t just offer jobs — we build careers. In a business that’s often about flash, we’re the real deal. With a diverse portfolio of hospitality, gaming, and entertainment properties, we’re powered by people who are passionate, reliable, and ready to make an impact. Whether you're just starting out or looking to take your career to the next level, you’ll find real opportunities here — and a team that’s as invested in your success as you are.Job Description Summary:Summary:As the True Rewards Supervisor, you support the daily operation of the True Rewards department by assisting with team supervision, guest service delivery, and operational efficiency. In this role, you help coordinate staffing, uphold service standards, and resolve team or guest issues while modeling professional conduct. Your ability to lead by example and support team performance helps maintain a positive work environment and high service standards.Job Description:Essential Functions and ResponsibilitiesAssist in scheduling, training, supervising, and coaching department staff to promote strong performance, engagement, and service consistencyMonitor and support daily operations to ensure alignment with company standards, safety protocols, and guest satisfaction goalsServe as a point of contact for resolving team member or guest concerns, escalating issues as needed to department leadershipInvestigate customer complaints and perform preliminary fact-finding on agent or procedural issuesCreate ticketed concert/event venues, sell tickets, and run final reportsDocument and disseminate promotional, policy, or procedural updates to team membersIssue formal discipline and complete staff reviews using input from management and peersInvestigate and report hardware issues impacting guest service or agent functionalitySupport the accurate completion of administrative functions, such as attendance tracking, supply ordering, or reportingAssist with payroll processes, scheduling adjustments, and labor compliance as directed by department managementEnsure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the positionProvide outstanding guest service in a timely manner to both guests and fellow team members that meets the company's guest service culture standardsPerform other duties as assignedQualifications1 year of slot club, box office or customer service experience; including leadership or progressive responsibilityAbility to lead and guide team members in a fast-paced or customer-facing environmentStrong interpersonal and communication skills to support training, feedback, and conflict resolutionDemonstrated ability to prioritize tasks, manage time effectively, and follow through on responsibilitiesFlexible and adaptable to changing operational needs and shift schedulesCommitted to upholding a safe, respectful, and inclusive work environmentBasic understanding of department KPIs, labor management, or guest service standardsAbility to access and input information using a moderately complex computer systemSkilled in Microsoft Office Suite, including Outlook, Excel, and Word; familiarity with collaboration tools like Microsoft TeamsRequirementsAt least 21 years of ageHigh School Diploma or equivalent requiredAbility to effectively communicate in English, both written and verbalObtain and maintain all work cards as required by the companyVerify right to work in the United StatesWork CardsNevada Gaming RegistrationPhysical RequirementsOccasionally push/pull up to 30 lbs.Occasionally lift and/or carry up to 30 lbs. at floor, knee, waist, and chest levelsOccasionally squat, kneel, reach, bend, twistFrequently sit and work at a desk or computerFrequently standing and walkingAbility to communicate using in-person speech, radios, and telephoneAbility to hear, understand, and distinguish speech and/or other sound in personAbility to distinguish between shades of colorAbility to use tools or equipment requiring a high degree of dexterityWork Environment Potential ConditionsIndoorSmokyNoisyBright flashing lightsExtreme hot cold temperaturesSlippery surfacesExposure to dust, fumes and/or gasesDisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.Ready to make your next move the right one?If you're looking for more than just a job — and want to be part of a team that values integrity, impact, and opportunity — we’d love to hear from you.The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.