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 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 flagship 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 operates 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.

What Awaits You

• Health & Wellness: Choose from top-notch health plans, 24/7 Telemedicine access, and on-site health clinics (at select locations).
• Financial Security: Grow your future with a generous 401(k) match and paid vacation, sick time, bereavement, and holidays.
• Work-Life Balance: Enjoy flexible spending accounts, maternity/paternity leave, and voluntary benefits for added peace of mind.
• And More: Earn incentives based on performance, refer friends and get rewarded, and enjoy discounts and holiday appreciation gifts.