Position Summary

Under direct supervision of the Players Club Manager, oversees the shift operations of the Player’s Club. Players Club Shift Supervisor, elevates the level of guest service for the casino by raising the level of awareness for all specials, promotions, assisting guests in the Rewards Center and/or any other area designated by Players Club Manager or Director of Casino Marketing.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities

Applies fair and consistent supervision which includes assists in hiring, termination, and disciplinary actions. Plans and administers work schedules and assignments for direct reports. Assist with the planning and budget preparation for the department. Monitors the performance of direct reports, ensuring adherence to Tohono O’odham Gaming Enterprise and departmental policies and procedures. Coordinates and shares information with other departmental shift supervisors/managers. Ensures all bank work procedures are followed and completed accurately. Assists in the new team member training. Assists in coordination/execution of events/promotions related to the Players Club. Communicates on a regular basis with the Players Club Manager regarding operations. Reports any problems to the Players Club Manager. Provides external information to guests. Assures accurate departmental paperwork trails, inventory and maintenance. Ensures compliance with all Tohono O’odham Gaming Enterprise policies and procedures, including Internal Controls (ICs). Ensures that all operational information is transferred to the next Players Club Shift Supervisor to ensure a seamless transition for guests. Resolves team member and department concerns on outstanding issues. Communicates guest service standards to guests. Creates an environment that compliments service. Develops techniques for reinforcing guest service relations. Delivers ongoing guest service training to Player’s Club team members. Greets groups brought in as they arrive on buses in the casino and helps them through the Player’s Club environment. Verifies department logs and summary logs; assigns job duties. Reviews and recommends updates for department policies and procedures. Contributes to a team effort and accomplishes related results as required. Ability to demonstrate and practice outstanding guest service at all times. Performs other duties as required. Demonstrate Desert Diamond Casino “On Brand” attitude towards team members & guest at all times. Verifies payroll hours and makes corrections or changes.

Minimum Qualifications

Education And Experience

High School Degree or GED; plus three (3) years experience in casino operations and players club and/or guest service; one (1) year supervisory experience required. Must be 21 years of age or older. No felony, theft, assault or stealing convictions. Must be able to successfully pass a pre-employment drug/alcohol screen, background investigation, obtain and maintain a gaming license and to include the following:

Knowledge, Abilities, Skills, And Certifications

Knowledge of supervisory techniques. Knowledge of player’s club and casino operations. Knowledge of modern office practices, procedures, and equipment. Knowledge of business English, proper spelling, grammar, punctuation, and basic arithmetic. Knowledge of principles and practices of public relations, promotions, and marketing in a guest service oriented environment. Knowledge of computer utilization in marketing/business operations. Ability to write reports and business correspondence. Ability to foster a cooperative work environment. Ability to work with the public and provide an outstanding experience for guests. Ability to communicate effectively in the English language, both verbally and in writing with staff and the general public. Ability to apply basic mathematical skills. Ability to interpret a variety of instructions furnished in written and oral form. Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and presentation software (such as PowerPoint).

Physical Demands

While performing the duties of this job, the team member is regularly required to stand for duration of shift; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The team member frequently is required to walk. The team member occasionally is required to sit; and stoop, kneel, crouch, or crawl. The team member must occasionally lift and/or move up to 25 pounds.

Work Environment

Work is generally performed in an office and casino setting with exposure to second-hand smoke and a high noise level. Evenings, graveyards, holidays and/or weekend work may be required. Extended hours and irregular shifts may be required.

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