ACE Club Supervisor ( Full Time) (34479)

Agua Caliente Casinos•Palm Springs, CA

26d•Onsite

About The Position

Responsible for scheduling and supervision of ACE Representatives. Will work closely with ACE Manager in ongoing operation and administration of the players club. Develop guest loyalty, relationships and direct marketing programs. Provide services to respond to guest requirements. Essential Duties and Responsibilities (other duties may be assigned) Initiate ACE Club membership through accurate and timely data entry. Record and report database information to management, may assist in updating database files. Must possess and maintain thorough knowledge of all Agua Caliente Casino Resort Spa table games, slot mix, special events, promotions, advertising campaigns and community events. Must display superior people skills and project mature presence and confidence. Must demonstrate ability to provide and implement solutions to guest concerns and/or problems within guidelines as established by management. Provide the highest level of ongoing customer service. Oversees and/or participates in formal and informal surveys and queries. Must be able to conduct tours of the gaming floor and other related facilities and possess knowledge of all Tribal properties and entities. Will assist in making reservations for guests for rooms, meals, massages, etc. as deemed appropriate and may assist in arranging transportation. Oversee and/or participate in meeting busses, distributing gifts and giveaways, running internal and external promotions. Act as liaison between guest and management as relates to needs of guest and employee complaints and concerns. Maintains authority to authorize comps for guests as designated by management. Will assist the Customer Service Manager with enforcing all standard operating procedures in the organization and recommend changes for improvement. Coordinates, directs and evaluates all ACE Representatives in the areas of policies, procedures and job performance. Monitors staff performance, ensuring adherence to Agua Caliente Casino Resort Spa policies and procedures. Oversees and directs the redemption of promotional items and their distribution. Assists in maintaining redemption items inventory and recommends the purchase of incentives/merchandise. Assists in needed training for the ACE Representatives and other personnel. Supervises staff relationships with customers. Carries out supervisory responsibilities in accordance with the organization policies and applicable laws. Responsibilities include assisting with interviewing, hiring and training employees; planning, assisting and directing work; appraising performance; rewarding and disciplining employees with prior approval from the Customer Service Manager and/or Director of Marketing; addressing complaints and resolving problems. Performs tasks associated with event ticket sales when assigned to theACE Club booth. Performs cash and credit card transactions associated with event ticket sales when assigned to the Box Office. Responsible for processing transactions accurately and maintaining cash drawer variances to a minimum when assigned to the ACE Club booth. Must adhere to all Tribal Ordinance, Regulations, and the ACCRS and SRC System of Internal Controls, and Standard Operating Procedures.

Requirements

High school diploma or GED
1 year customer service experience and/or training or equivalent combination of education and experience
Must have good supervisory skills
Ability to work with all departments and have excellent customer service skills
Must be able to communicate in English
Must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ mile, climbing stairs and sitting at a desk/work station for the duration of the shift
Must be able to work in a smoke filled environment
Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone

Responsibilities

Scheduling and supervision of ACE Representatives
Work closely with ACE Manager in ongoing operation and administration of the players club
Develop guest loyalty, relationships and direct marketing programs
Provide services to respond to guest requirements
Initiate ACE Club membership through accurate and timely data entry
Record and report database information to management, may assist in updating database files
Maintain thorough knowledge of all Agua Caliente Casino Resort Spa table games, slot mix, special events, promotions, advertising campaigns and community events
Display superior people skills and project mature presence and confidence
Demonstrate ability to provide and implement solutions to guest concerns and/or problems within guidelines as established by management
Provide the highest level of ongoing customer service
Oversee and/or participate in formal and informal surveys and queries
Conduct tours of the gaming floor and other related facilities and possess knowledge of all Tribal properties and entities
Assist in making reservations for guests for rooms, meals, massages, etc. as deemed appropriate and may assist in arranging transportation
Oversee and/or participate in meeting busses, distributing gifts and giveaways, running internal and external promotions
Act as liaison between guest and management as relates to needs of guest and employee complaints and concerns
Maintain authority to authorize comps for guests as designated by management
Assist the Customer Service Manager with enforcing all standard operating procedures in the organization and recommend changes for improvement
Coordinate, direct and evaluate all ACE Representatives in the areas of policies, procedures and job performance
Monitor staff performance, ensuring adherence to Agua Caliente Casino Resort Spa policies and procedures
Oversee and direct the redemption of promotional items and their distribution
Assist in maintaining redemption items inventory and recommends the purchase of incentives/merchandise
Assist in needed training for the ACE Representatives and other personnel
Supervise staff relationships with customers
Carry out supervisory responsibilities in accordance with the organization policies and applicable laws
Assist with interviewing, hiring and training employees; planning, assisting and directing work; appraising performance; rewarding and disciplining employees with prior approval from the Customer Service Manager and/or Director of Marketing; addressing complaints and resolving problems
Perform tasks associated with event ticket sales when assigned to theACE Club booth
Perform cash and credit card transactions associated with event ticket sales when assigned to the Box Office
Responsible for processing transactions accurately and maintaining cash drawer variances to a minimum when assigned to the ACE Club booth
Adhere to all Tribal Ordinance, Regulations, and the ACCRS and SRC System of Internal Controls, and Standard Operating Procedures