ACE Club Supervisor (Full Time)

Job Description Summary

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.

Supervisory Responsibilities

Players Club Representatives

Access to Sensitive Areas and Information

• Specific portions of guest database
• Personnel files for Players Club Representatives
• Marketing storage areas
• ACE Club booth

Signatory Ability

• Forms related to ACE Club
• Bank authorization slip
• Complimentary vouchers per complimentary matrix

Education and/or Experience

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.

Working Conditions/Physical Demands

To perform this job successfully, the individual 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.

Typically, the individual will be housed in an office environment. The noise level in the work environment is usually moderate, but will escalate when located in the casino 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.