C.O.R.E. Supervisor - Internal & Tribal Only

Lucky Eagle Casino•Rochester, WA

About The Position

S/he primary responsibilities are to oversee the daily operations of the Communications, Operations, Reservations, and Environmental (C.O.R.E.) department, ensuring effective communication, reservation support, dispatch coordination, and information distribution across the property. This position is responsible for supervising team members, maintaining operational standards, and ensuring all systems, tools, and processes are utilized effectively. The C.O.R.E. Supervisor supports all departments through coordination of communication flow, event readiness, and service response. This position ensures the confidentiality, security and accuracy of guest records and internal communications, and promotes positive guest and team member relations. Strong leadership, communication, and organizational skills are required. Regular attendance is required, and extended hours, weekends, or holidays may be necessary based on operational needs.

Requirements

A High School Diploma or GED is required.
Previous supervisory experience in a hotel, call center, or operations environment is required.
Position requires strong leadership, organizational, and communication skills, with the ability to manage multiple priorities and guide team performance in a fast-paced environment.
Must demonstrate proficiency or the ability to quickly learn systems including Agilysys Stay, Bally’s CMP, Microsoft Teams, Mitel phone systems, and Direct Supply TELS.
Must possess strong problem-solving skills, attention to detail, and the ability to make sound operational decisions.
Ability to work collaboratively across departments and maintain professionalism in high-pressure situations is essential.
Must be a minimum of 21 years old and have the ability to obtain and retain a Washington State Class III Gaming License; successfully pass a pre-employment drug screen.

Nice To Haves

Associate’s or bachelor’s degree in Hospitality, Business, or related field; or 2 years equivalent experience in casino and hospitality is preferred.
Experience with reservations systems, dispatch coordination, or casino operations is strongly preferred.

Responsibilities

Oversees daily operations of the C.O.R.E. department, ensuring adherence to communication, dispatch, and reservation service standards.
Supervises, trains, and coaches team members to ensure consistent performance, accuracy, and service excellence.
Develops and manages team schedules to ensure adequate coverage during all operational hours.
Monitors call performance, dispatch response times, and workflow accuracy, ensuring all established metrics are met or exceeded.
Serves as escalation point for guest concerns, VIP requests, and service recovery situations, ensuring proper resolution and follow-through.
Coordinates with all casino & hotel leadership to support events, promotions, and operational initiatives. Routinely meets with casino and hotel leadership to verify and distribute relevant information.
Attends weekly BEO and departmental meetings to gather critical updates and ensure accurate communication to all departments.
Oversees the distribution of departmental communications, including memos, updates, and operational alerts.
Ensures all systems including property management systems, casino player profile system, phone systems, Microsoft Teams, and facility management systems are functioning properly and used effectively.
Maintains and updates communication protocols, phone directories, dispatch procedures, and departmental standards documentation.
Ensures compliance with all regulatory, Tribal, Casino, and departmental policies and procedures.
Promotes a positive team environment that reflects the Casino’s Soaring Service Program and Lucky Eagle Values.
Conducts performance evaluations in coordination with Hotel and Marketing leadership.
Performs other duties as assigned.