M Sphere Supervisor

Miccosukee Resort & Gaming • Miami, FL

10d • Onsite

About The Position

The M Sphere Supervisor oversees Players Club Representatives and Hosts, providing leadership and resources so they can effectively perform their responsibilities. The Supervisor carries out the direction of the Players Club Manager and helps ensure the Player’s Club operates with excellent customer service and in accordance with company policies, procedures, internal controls, and applicable regulations. The role includes maintaining accurate player-tracking data, supporting promotions and drawings, managing supplies, and assisting with personnel activities. The position also performs Players Club Representative duties as needed, including enrolling guests and assisting them with points, rewards, and promotional offers.

The Casino & Resort operates seven days a week, 24 hours a day, and shifts may be rescheduled according to business volume. Complete flexibility to work all schedules, days, and shifts is required. The work takes place indoors in a smoking environment and may involve temperature fluctuations and moderate to high noise. Physical demands include walking, standing, sitting, occasional climbing and balancing, frequent use of hands and arms to carry and lift items, and the ability to lift or carry at least 50 pounds unassisted.

Requirements

• At least 2 years of casino or gaming experience.
• Ability to obtain and maintain a Tribal Gaming License.
• English proficiency is required; the ability to communicate effectively in English with guests, team members, and management is required for the position’s duties.
• Prior customer service experience and computer skills.
• Strong communication and problem-solving skills.
• Ability to multitask and make quick decisions in a stressful environment.
• Must be a proven self-starter, flexible, versatile, and responsible.
• Complete flexibility and availability to work all schedules, days, and shifts.
• High school diploma or GED/equivalent.
• Math skills and ability to understand play worth and value.
• Ability to work with others, receive direction, and provide feedback to achieve department goals.
• Ability to maintain a positive, professional, congenial, and polite approach, including handling stressful guest situations with tact and dignity.
• Ability to handle supplies safely and maintain proper hygiene, cleanliness, and disposal methods.
• Ability to move freely about the property; operate job-related equipment such as telephones and copiers; and perform frequent walking, prolonged standing, sitting, stretching, bending, and kneeling without restriction.
• Ability to lift or carry at least 50 pounds unassisted when performing assigned tasks.
• Required vision abilities include close, distance, color, peripheral vision, and depth perception.
• Ability to work indoors and be exposed to smoke and other environmental contaminants.

Nice To Haves

• Bilingual ability.
• College degree.

Responsibilities

• Oversee Players Club Representatives and Hosts, providing leadership and resources while carrying out the direction of the Players Club Manager.
• Adhere to Miccosukee Service Expectations and ensure team compliance.
• Understand Player’s Club policies and procedures, maintain the integrity of the program, and ensure staff are trained on company and departmental policies and internal controls.
• Ensure compliance with Title 31 requirements and maintain knowledge of gaming regulations, gaming promotions, and raffle procedures.
• Maintain the Player Tracking System, issue voids, create notes, adjust accounts through proper procedures, and ensure entered data is accurate and complete.
• Ensure departmental budgets are followed and recommend innovative ways to increase revenue.
• Maintain a satisfactory environment for patrons and oversee Player’s Club operations to ensure excellent customer service and compliance with applicable rules and procedures.
• Assist the PC Manager with hiring, training, scheduling, evaluating, and maintaining personnel files for PC Representatives.
• Keep PC Hosts informed and educated about casino games, club benefits and rewards, events, promotions, and special offers.
• Maintain an inventory of club supplies and reorder as necessary.
• Communicate information to PC staff as directed by the PC Manager and relay critical information to the PC Manager.
• Oversee and administer drawings and promotions, ensuring they follow company policies, procedures, rules, and regulations.
• Demonstrate exceptional courtesy to internal and external customers and resolve guest or team-member problems quickly and efficiently.
• Perform PC Representative duties as needed, including timely and accurate enrollment in the Player’s Club program.
• Enter customer data accurately and promptly in accordance with company rules and guidelines.
• Redeem customer points for rewards and gifts, and assist guests with promotional offers.
• Explain Player’s Club benefits and features to guests during enrollment and when promotions, events, or offers change.
• Maintain confidentiality of company, team-member, and guest information.
• Maintain a clean, safe, hazard-free, and fair work environment.
• Maintain consistent and regular attendance and perform other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED