Casino Services Supervisor
About The Position
The Casino Services Supervisor oversees and manages Casino Services operations, including the Casino Services Call Center, to provide an exceptional, personalized experience for high-value guests. The role supports casino booking procedures, reservation and guest loyalty programs, occupancy management, department initiatives, and effective workflows. The supervisor observes and coaches team members, ensures they have appropriate guidance and resources, and coordinates with resort departments to fulfill VIP guest requests and create a seamless experience. The position also requires staying informed about resort amenities, events, promotions, and local attractions; maintaining the Casino Services workspace and its cleanliness and organization; and ensuring team members follow uniform, appearance, and hygiene standards. The role supervises Casino Sales Coordinators. Duties may be added or modified as necessary.
Requirements
- Must be at least 21 years of age.
- High school diploma or equivalent required.
- Previous experience in a high-end hospitality or customer service role; casino or luxury resort experience is preferred.
- Excellent written and verbal communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to maintain professionalism and poise under pressure.
- Passion for delivering exceptional guest experiences.
- Ability to work in close quarters and in a high-stress environment.
- Ability to sit for long periods and computer literacy.
- Willingness and ability to work a flexible schedule, including nights, holidays, and weekends.
- Ability to work in a fast-paced, busy, and somewhat stressful environment.
- Ability to qualify for licenses and permits required by federal, state, and local regulations.
- Ability to read and communicate in English, including interpreting safety rules, operating and maintenance instructions, and procedure manuals; written English communication may also be required.
- Ability to apply commonsense understanding to carry out written, oral, or diagrammatic instructions and solve problems involving several concrete variables in standardized situations.
Nice To Haves
- Experience in a casino or luxury resort setting.
Responsibilities
- Oversee the day-to-day operations of the Casino Services Call Center.
- Assist with maintaining casino booking procedures and processes related to reservations, guest loyalty programs, and occupancy management.
- Observe team members’ performance during shifts to assess whether they meet guest service requirements and needs.
- Monitor team members’ relationships with other resort departments, including concierge, housekeeping, and food and beverage, to ensure special requests are fulfilled.
- Assist in executing department initiatives, monitoring workflow effectiveness, and ensuring team members have adequate guidance and resources.
- Assist with monitoring and coaching team members as required.
- Stay informed about resort amenities, offerings, events, and promotional activities.
- Keep abreast of local happenings, attractions, and activities to provide VIP guests with recommendations and experiences beyond the resort.
- Work closely with other departments to coordinate a seamless VIP guest experience across touchpoints.
- Handle and assist with guest requests to provide VIP guests with a seamless and memorable stay.
- Maintain the operating condition, cleanliness, sanitation, and organization of the Casino Services workspace, and promptly address deficiencies.
- Ensure team members adhere to uniform, personal appearance, and hygiene standards.
- Supervise Casino Sales Coordinators within the Casino Services operation.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
