Casino Services Supervisor

Responsibilities

• Supervise daily contact center operations, ensuring the team effectively handles guest bookings for hotel, dining venues, and entertainment events.
• Monitor and manage team metrics including Average Handle Time (AHT), After-Call Work (ACW), wrap-up codes, and overall service quality.
• Actively develop contact center associates through live call monitoring, QA reviews, and consistent feedback to enhance skills and career growth.
• Create and update agent scripts to ensure every guest receives accurate, consistent, and "on-brand" information.
• Navigate and train others on essential systems and provide mobile app support for guests.
• Manage 24/7 department scheduling to ensure adequate coverage during peak volumes; oversee timecards, attendance, and time-off requests.
• Maintain strict adherence to PCI standards and confidentiality requirements; educate the team on cybersecurity protocols like phishing and vishing.
• Oversee the reservation process for premium in-house players to support retention and build long-term brand loyalty.

Qualifications

• Education: High School Diploma or GED required.
• Experience: 2 years of gaming and/or hotel experience. 1 year of supervisory experience.
• Technical Skills: Proficiency in Microsoft Office and a strong understanding of hotel/gaming database systems.
• Leadership Chops: Proven ability to lead and guide a department, providing valuable input on hiring, performance decisions, and team development.
• Communication: Exceptional oral and written communication skills with a knack for building strong interdepartmental relationships.
• Regulatory: Ability to obtain and maintain licensing by the appropriate gaming authority.
• Physical & Schedule: Must be available for varied shifts, including weekends and holidays, to support a 24/7 operation. Ability to work in an environment with second-hand smoke and crowd noise. Ability to lift objects up to 10 lbs.

About the Role

The Casino Services Supervisor is responsible for the frontline success of our Contact Center. In this role, your focus is on people and performance. You will lead a dedicated team that processes reservations for our hotel, restaurants, and shows, ensuring every interaction meets our "Platinum" service standards. You will use a sophisticated suite of tools to monitor team metrics. You are a coach at heart, spending your time mentoring associates, fine-tuning scripts, and ensuring our premium players receive the VIP treatment they expect.

About Us

Do you like jobs that rock? Are you fun and highly motivated? Do you like to take on team-based challenges and deliver high-quality work? If so, then you may be a great candidate for our Hard Rock Hotel & Casino Tulsa team!

Hard Rock Hotel & Casino Tulsa is Oklahoma’s premier gaming and resort destination. This award-winning resort features 2,600+ electronic, poker and table games, 35,000+ square feet of ultramodern meeting and convention space, an 18-hole championship golf course, multiple food and entertainment venues, and a 2,700-seat event center. Hard Rock Hotel & Casino Tulsa is the flag ship of Cherokee Nation Businesses’ hospitality division.

About The Team

Immerse Yourself in World-Class Hospitality with Cherokee Nation Entertainment Thrill, excitement, and entertainment await at Cherokee Nation Entertainment, one of the largest and most successful tribal businesses in the country . As the gaming and hospitality business of the Cherokee Nation, CNE owns and operate a diverse portfolio of leading brands, including Hard Rock Hotel & Casino Tulsa, nine Cherokee Casinos across Northeastern Oklahoma, and Gold Strike Casino Resort in Tunica, Miss. Step into a world of possibilities: Gain experience delivering exhilarating gaming across electronic games, table games, and poker rooms . Help deliver legendary live entertainment from national and local acts at iconic venues like Hard Rock Live. Master your culinary craft at our diverse restaurants, from casual to upscale dining. Deliver smiles and unforgettable experiences, becoming a master of guest service and table-side magic. Help guests unwind in luxurious hotel accommodations and world-class amenities like pools, cabanas, and golf courses. More than just entertainment, we are committed to the well-being of the Cherokee Nation and the communities that it calls home . We offer exceptional career opportunities with competitive benefits and a chance to be part of something truly special.

Company

Cherokee Nation Entertainment offers exceptional career opportunities with competitive benefits and a chance to be part of something truly special.