GENERAL SUMMARY

The myViejas Club Supervisor supervises the Hospitality Representatives and carries out supervisory responsibilities in accordance with the organization's policies and procedures.  Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.  Trains and informs Hospitality Representatives on all new programs, promotions and special events. Provides on-going guidance concerning guest hospitality and service; ensures that guests have a favorable gaming experience by providing personalized and preferential guest service; builds strong relationships with guests to promote return trips to the Casino.

CORE SCOPE OF POSITION

• Supervise the activities of the Hospitality Representatives which include scheduling work, hiring, motivating, and appraising their performance. Complies with and ensures that all staff follows all casino and departmental policies and procedures.

• Provides daily written or verbal communications to inform team members of all special events, promotions, programs and activities within the casino and VOC. Provides on-going guidance concerning guest hospitality and service.  Ensures that all casino from line team members understand how myViejas operates, including the benefits of the club and various techniques for encouraging guests to sign up for a player’s club card.

• Makes appropriate decisions regarding complimentary by evaluating the gaming activity of individual players such as recorded play, earned points, comp availability, and guest profitability.

• Adheres to guest complimentary guidelines as defined by management.

• Ensures that guests have a favorable gaming experience by providing excellent and personalized guest service. Create a fun and exciting atmosphere by assisting with special events and promotions as needed, while maintaining a professional, friendly and courteous manner at all times.

• Timely responds and resolves guest inquiries and disputes/issues regarding player’s account, point discrepancies or related while ensuring guest satisfaction.

• Ensures that all bus tour guests are appropriately signed up for myViejas and monitors the guests’ play in accordance with the tour bus policy.

• Observe any wrong doing or irregularities that may take place on the Casino floor. Works with the other myViejas Supervisors to maintain the integrity of the player tracking system including any other information that may affect the functioning of the myViejas Club. Coordinates with Surveillance and Security with code X and card fraud issues.

• While on the floor, actively seeks guests that are not in the myViejas Club and utilizes strong sales tactics to promote the myViejas rewards and sign-up new members.

• Maintain inventory and order supplies as needed. Stock the booths, and change the embossers and printer ribbons. Check that all the equipment is working properly and call IT with any issues.

• Performs other related and compatible duties as assigned.

• Maintains open communication with Marketing staff and other operational departments.

• Maintains the knowledge of and ensures the team member is aware of marketing promotions, and changes related to the casino policies and procedures.

FOUR STAR & FOUR DIAMOND SERVICE COMMITTMENT

All Team Members will display a Forbes Travel Guide Four Star and AAA Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Viejas Casino & Resort.

LEADERSHIP

• Is a role model of the Viejas’s service culture.

• Leads by example and creates strong morale and engagement in his/her team.

• Communicates company and departmental goals and fosters open communication across the department.

• Fosters a culture of accountability, providing regular feedback to team members, including celebrating successes and addressing areas needing improvement.

• Manages conflict effectively; listens and assesses situations; takes action to resolve.

INTERACTION

• Interacts with internal and external guests with a positive attitude and professionalism at all times.
• Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or guests.

SUPERVISION

Is responsible for the direction, coordination, and evaluation of assigned areas. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities include training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

EDUCATION/CERTIFICATION

• High school diploma or general education degree (GED) preferred.

EXPERIENCE

• 2 or more years of experience working in guest services in a casino environment. Management/leadership experience required.

KNOWLEDGE AND SKILLS

• Excellent verbal, written, and interpersonal communication skills.
• Excellent organizational skills.
• Ability to manage multiple tasks.
• Ability to problem-solve, make decisions, and manage conflict.
• Ability to maintain confidentiality in handling sensitive information.
• Must be able to work flexible schedule according to business needs, including evenings, weekends, and holidays.

Required Skills Required Experience

This person may be asked to assist the Swim Director with administrative tasks at times. Also demonstrates a commitment to Y Core Values- Caring, Honesty, Respect, and Responsibility.