Club Supervisor

Viejas Casino & Resort • Alpine, CA

1d

About The Position

The myViejas Club Supervisor oversees Club Hosts and carries out supervisory responsibilities in accordance with organizational policies and procedures. The role includes hiring, training, scheduling, assigning and directing work, appraising performance, motivating team members, and addressing complaints and problems. The supervisor keeps Club Hosts informed about new programs, promotions, special events, and casino activities, and provides ongoing guidance on guest hospitality and service.

The position supports a favorable gaming experience through personalized, preferential guest service and relationship-building that encourages guests to return to the Casino. The supervisor also evaluates player activity when making complimentary decisions, responds to player account inquiries and disputes, promotes myViejas Club enrollment, monitors bus-tour guest enrollment and play, and works with other supervisors and casino departments to maintain the integrity of the player tracking system. The role includes maintaining booth supplies and equipment, coordinating with IT on equipment issues, and communicating with Marketing and other operational departments. The position may require a flexible schedule, including evenings, weekends, and holidays.

Requirements

• 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 when handling sensitive information.
• Ability to work a flexible schedule according to business needs, including evenings, weekends, and holidays.

Responsibilities

• Supervise Club Hosts, including scheduling, hiring, motivating, and appraising their performance.
• Ensure team members comply with casino and departmental policies and procedures.
• Communicate special events, promotions, programs, and casino and VOC activities to team members.
• Guide team members on guest hospitality and service, myViejas Club benefits, and ways to encourage guests to sign up for a player’s club card.
• Evaluate individual players’ gaming activity, recorded play, earned points, comp availability, and profitability when making complimentary decisions, and follow management’s complimentary guidelines.
• Provide excellent, personalized guest service and help create a fun and exciting atmosphere during special events and promotions while remaining professional, friendly, and courteous.
• Respond to and resolve guest inquiries and disputes involving player accounts, point discrepancies, or related issues in a timely manner and with a focus on guest satisfaction.
• Ensure bus-tour guests are signed up for myViejas and monitor their play according to the tour bus policy.
• Observe wrongdoing or irregularities on the Casino floor and work with other myViejas Supervisors to maintain the integrity of the player tracking system.
• Coordinate with Surveillance and Security regarding code X and card-fraud issues.
• Seek guests who are not myViejas Club members and use sales tactics to promote rewards and new member sign-ups.
• Maintain inventory, order supplies, stock booths, replace embosser supplies and printer ribbons, check equipment, and contact IT about equipment issues.
• Maintain communication with Marketing staff and other operational departments.
• Stay informed about marketing promotions and casino policy and procedure changes, and ensure team members are aware of them.
• Perform other related and compatible duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed