Players Club Supervisor FT

About the Role

Supervises the operations of the Players Club, ensuring organization and guest service standards are met. This role involves direct communication with guests, providing prompt and courteous assistance, handling and resolving inquiries, and proactively updating guests on loyalty program benefits and ongoing promotional offers. Provides administrative support to Marketing management to ensure overall alignment with organizational objectives.

Responsibilities

• Ensure compliance with applicable Tribal, Federal, and other laws, gaming regulations, and Kickapoo Lucky Eagle Hotel policies and procedures.
• Ensure the highest standards of guest service by actively listening to and addressing concerns and questions from both guests and team members.
• Perform day-to-day duties, including performance reviews, rewards, corrective action, time and attendance, scheduling, training, work planning, task assignment, and addressing complaints to resolve issues.
• Supervise the proper execution of Marketing promotions.
• Prepare a daily report summarizing all relevant information from the day's events accurately and timely.
• Assist with team member breaks and ensure Players Club Representatives are treated fairly.
• Handle promotional and event announcements as assigned by the Players Club & Promotions Manager.
• Provide jackpot winner information and media details to the Marketing Media Specialist.
• Assist with the prize payout bank during promotions.
• Submit all necessary documentation, forms, and coupons to Revenue Audit on a daily basis.
• Oversee the Players Club and ensure all Players Club rules are followed.
• Enter and update guest information into the Casino Player Tracking system.
• Prepare correspondence, forms, and reports as requested.
• Demonstrate and promote KLECH core values and EGET skills.
• Manage and maintain the security of confidential information entrusted to the position.
• Attend and satisfactorily complete all required training as assigned.
• Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements, IRS Currency Transaction Reports, and property-established Anti-Money Laundering policies.
• Maintain accurate MTL, MIL, CTR, and SAR as needed.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED.
• Minimum two (2) years of guest service experience.
• Minimum one (1) year of experience in a supervisory role within a casino or hospitality environment, or a similar customer service-focused department.
• Strong communication skills in English, both written and oral. Spanish or other language skills a plus.

Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.

Skills and Abilities

• Ability to work independently with minimal supervision.
• Ability to maintain effective relationships with all team members.
• Ability to work under pressure in a fast-paced, stressful environment.
• Ability to meet multiple deadlines and multi-task.
• Strong critical thinking, analytical, and guest service skills.
• Positive attitude with strong organizational and leadership qualities.
• Ability to add, subtract, multiply, and divide in all units of measure.
• Ability to define problems, collect data, establish facts, and draw conclusions.
• Ability to understand complex instructions and material.
• Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.
• Ability to work effectively with individuals and demonstrate leadership and team-building skills with empathy and enthusiasm.
• Ability to maintain confidentiality.
• Ability to follow and comply with established Casino guest service programs.

Physical Demands

• Regularly required to stand, sit, walk, push, pull, climb, and bend for extended periods.
• Must be able to reach with hands and arms, talk, and listen on a regular basis.
• Must concentrate for prolonged periods.
• Specific vision abilities required include close vision, distance vision, peripheral vision, and depth perception.
• Must be able to communicate effectively in person or using telecommunications equipment.
• Must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone, and calculator.
• Frequently lift and/or move up to 30 lbs.

Work Environment

• Casino floor and normal office setting.
• Frequent walking and standing environment with frequent contact with the general public.
• Temperature-controlled environment with varying noise levels.
• May be exposed to high levels of noise throughout the day.
• May be exposed to cigarette smoke while on the casino floor.
• Extended hours and irregular shifts may be required, including nights, weekends, and holidays.
• Must be able to perform under pressure and work long hours under demanding conditions.
• May be exposed to risks associated with resolving issues with difficult guests and team members.
• May be exposed to various types of lighting, including artificial fluorescent lights, flashing lights, strobe lights, and multiple colored lights.
• Travel may be required to perform one or more essential functions of this position.

Conditions of Employment

• Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of a background check necessary to obtain and maintain the license.
• Responsible for keeping all documents current and valid at all times.
• Must be able to provide authorization to work in the United States.
• Must be at least 18 years of age.
• Must have access to reliable transportation to commute to and from work.
• Must comply with KLECH handbook, internal policy and procedures, and gaming regulations set within KLECH.