GRAVE SHIFT SUPERVISOR

GENERAL SUMMARY
The supervisor is directly responsible for shift supervision of tracking system for club members’ accounts. The supervisor will direct team members and assist in supervising all player and potential new player promotions to develop members and create general traffic for new member development. The supervisor will work closely with the Assistant Manager and Manager to execute regular monthly and special promotions for player development and recruitment. The supervisor will execute the implementation of club related promotions. The supervisor will supervise team members, including recruitment, training, counseling, performance evaluations, and progressive discipline. The supervisor will be responsible for administrative tasks needed for the Marketing Operations Department which is comprised of the Club and Group Sales/Bus Operations. Prepare daily, weekly and monthly reports for management review as well as tracking of players. The supervisor will be responsible for resolving customer concerns and complaints by conducting thorough investigations and determining the most effective solutions. The supervisor will monitor team members’ performance and ensure workload is fairly distributed and appropriately balanced recognizing experience and skill level of team members. Ensure appropriate staffing levels to accommodate vacations, absences, and fluctuations in nature of business.

FOUR DIAMOND SERVICE AGREEMENT
All Team Members will display a Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Pechanga Resort and Casino.

KEY RESPONSIBILITIES
• Heavily active on the floor to assists with guest service, monitor booth traffic and oversee club operations.
• Observe team member performance, monitor workload and make staffing recommendations accordingly.
• Supervise day to day activities of the Marketing Operations Representatives, Marketing Operations Ambassadors, and Marketing Operations Leads.
• Provide clear direction, instruction and guidance through facilitating of daily pre-shift meeting to ensure timely and effective communication to team members.
• Receives constant stream of information and must ensure successful communication to subordinates and co-workers.
• Respond to guest inquiries in a professional friendly manner, answering questions and offer assistance by providing accurate information on any services relating to the Club and Casino operations.
• Organize and prioritize work in order to meet deadlines.
• Make decisions and take action based on previous experience and good judgment revising procedures to accommodate unusual situations when required.
• Ensure all policies and procedures are followed and enforce as needed.
• Ensure that highest level of service and professionalism is provided to both internal and external guests.
• Trains and coaches subordinates to meet all standards, services levels and policies.
• Organizes events and tactical planning to ensure successful facilitation.
• Answer all incoming calls and return messages as needed in a professional and friendly manner.
• Demonstrate and ensure all team members maintain current knowledge of all club promotions, giveaways, gifts, incentive programs, tournaments, and details.
• Demonstrate current knowledge of scheduling, functions, duties and responsibilities of all operating procedures and adjust staffing to meet guests demands.

Accountability: This position has supervisory responsibilities that include customer service, employee engagement, assistance and direction to leads, ambassadors and representatives. This position also includes responsibilities that include assistance with hiring and terminations of team members, employee relations, and corrective actions of team members.


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QUALIFICATIONS AND GUIDELINES

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EXPERIENCE/TRAINING/EDUCATION: At least 1 year experience is required to successfully perform this job. A high school degree or general education degree (GED) is required as well. One year certificate from college or technical school preferred.

COMMUNICATION SKILLS: This position requires the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. This position also requires the ability to write routine reports and correspondence. The ability to speak effectively before groups of customers or employees of the organization is required as well.

MATHEMATICAL SKILLS: This position requires the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. This position also requires the ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY: This position requires the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. This position also requires the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATION:
• Must be able to obtain a Class “A” gaming license.

SKILLS/ABILITIES:
• Computer skills should include familiarity and proficiency with all Microsoft Office programs. Supervisors will be trained into the database player tracking computer systems. (Casino Market Place)
• Experience with casino players club with active player tracking systems preferred.

OTHER QUALIFICATIONS:
• Excellent organization skills.
• Leadership skills.
• Ability to communicate effectively both verbally and in writing in order to provide clear direction to guests and team members at all levels.
• Ability to perform in a stressful and culturally diverse casino environment.
• Bi-lingual is preferred.
• Must possess great integrity, be a team player, and a supportive and effective listener who seeks to motivate, coach, and mentor his/her team.
• Must be active as job requires much standing, sitting and walking.
• Must possess Administrative skills: typing, faxing, filing, answering phones, retrieving messages and setting appointments.
• Must possess a high level of dispute resolution skills.
• Ability to work in a smoking environment.

ADDITIONAL INFORMATION:
• Must be a self-starter who is highly motivated and resourceful.
• Must be able to work with a positive attitude in a fast paced and culturally diverse casino environment.
• Must have a pleasant personality and present a professional image when assisting players.
• Must be able to take direction and follow through with assigned tasks.
• Must be flexible and willing to work nights, weekends and holidays.
• Must possess excellent phone guest service skills.