What are the responsibilities and job description for the Rewards Club Supervisor position at Kiowa Casino Group?
SUMMARY
The Rewards Club Supervisor is responsible for the overall supervision of Team Members and activities that are designed to create memorable experiences for Guests and to strengthen relationships that will maximize Guest loyalty. Provide leadership and support to the Rewards Club team. This position is responsible for promoting positive Guest relations through prompt, courteous, and efficient service. All duties are to be performed within the guidelines of the organization's policies and procedures, tribal regulations, and all federal/state laws, as needed.
ESSENTIAL DUTIES & RESPONSIBILITIES
- All Team Members must embrace and deliver Kiowa's Guest Service Standards to every Guest on every shift, as outlined in Orientation, the Team Member Handbook, SOP's, and any other related training.
- Ensure an exceptional level of service and satisfaction is achieved throughout the properties, exceeding the expectations of external and internal Guests alike in a timely and effective manner.
- Serve as the communication hub for internal and external Guests, conveying essential information regarding any and all data related to marketing programs unless known information is considered confidential.
- Responsible for carrying out management responsibilities in accordance with the organizations policies and procedures. Responsibilities include but are not limited to assisting in interviewing and hiring; train Team Members, address complaints, resolve problems, and maintain appropriate staffing levels.
- Ensure all events and promotions are ready to execute efficiently and effectively without issue.
- Assist in the execution of all events and promotions efficiently and effectively.
- Supervise the day-to-day operations of the Rewards Club.
- Ensure that Kiowa U Guest Services Standards are used with all Guest interactions.
- Maintain accuracy and thoroughness of department records and reports.
- Maintain knowledge of all gaming machines on casino floor, Kiowa Casinos' player tracking system, and casino promotions.
- Actively assist the Rewards Club Manager and Director of Marketing as duties and projects are assigned.
- Assist in establishing, updating, and ensuring full compliance with departmental, internal controls, policies, procedures, and regulations.
- Maintain knowledge of and ensure compliance with Kiowa Casinos and Tribal Gaming rules and regulations within areas of responsibility.
- Responsible for retaining, training and disciplining Team Members with concurrence of the Rewards Club Manager.
- Maintain a high level of Guest confidentiality.
- Maintain the Players Club in a neat and orderly manner.
- Adhere to all regulatory, departmental, and casino policies and procedures, and to the MICS.
- Maintain knowledge of special events, hours of operation, and other pertinent information.
- Perform additional duties or projects, as assigned.
The list of essential job functions is illustrative of the minimums ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform
all the duties listed as the maximum expectation, nor does it necessarily list oil possible duties that may be assigned.
JOB DEMANDS
Physical
The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job.
While performing the job duties, the employee is required to maneuver in all areas of casino and related entity locations when necessary. Ability to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the offices and between buildings or properties for the duration of work hours. Frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms, including lift, carry, push, pull, or move objects, or boxes, up to 35 pounds. Visual acuity to discern and examine text, graphics, color, and symmetry. Speech to communicate clearly, express ideas and convey information in an understandable manner. Ability to hear for listening comprehension and to understand ideas presented through spoken words and sentences. Manual dexterity to operate office equipment and examine documents, records and files.
Confer with Humon Resources for additional information, as needed.
Mental
Social perceptiveness to assess and understand other's reactions and behavior. Critical thinking to use logic and reasoning, to reach conclusions or optional solutions. Comprehension in assessing, analyzing and processing alpha, numeric and visual data, and the ability to accurately formulate or complete required documents. Mental capacity to monitor sometimes complex situations, to make quick decisions, tolerate stress, and/or conduct tasks under critical deadlines. Ability to concentrate on tasks over a period of time without being distracted.
Work Environment
The characteristics of the work environment described here are representative of those an employee encounters while performing the job functions. Work in, or visit offices, casino operations, assigned outlet, hotel, kitchen, meeting space, convention center, gaming floor, motor vehicle, various amenities, and/or additional entity locations, or external environments, as related to business. Environment includes exposure to second-hand smoke, high noise level, bright lights, and sometimes fluctuating temperatures or weather conditions. Must be able to work irregular or additional hours or shifts, including holidays or weekends, as assigned, in order to meet business needs.
Success in this position will require ongoing knowledge and application of the organization's key performance indicators that include but ore not limited to interpersonal and communication skills, change management ond teamwork, customer service and satisfaction, integrity, ond dependability.
The above statements are intended to describe the general nature and level of work being performed. They should not be construed as an exhaustive list of all the essential duties, responsibilities, and requirements of the job. Kiowa Casino and its governing authorities reserve the right to substitute, amend, change, modify or discontinue any or all portions of this job description or job functions.
STATEMENT OF UNDERSTANDING
I have read and understand what is expected of me in this position and agree to perform these responsibilities and duties to the best of my abilities for the compensation provided. I further agree to immediately inform my supervisor(s) when/if my ability to perform is hindered or enhanced in any way.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, and/or ability required.
EDUCATION & EXPERIENCE
- High School diploma or GED is required.
- Associate degree in hospitality or related field and 2 years supervisory experience or equivalent combination of education and experience.
- 2 years' experience as a Rewards Club Representative preferred.
- Working knowledge of the Gaming Industry and the regulations governing gaming operations preferred.
REQUIREMENTS, SKILLS & ABILITIES
- Must be at least 21 years of age.
- Regular and reliable attendance.
- Strong working knowledge of player tracking systems.
- Strong computer skills with experience in word processing, databases, and spreadsheets with the ability to demonstrate proficiency.
- Must be able to work in a fast-paced environment.
- Ability to work cooperatively with all departments and all team members.
- Ability to maintain a professional appearance and demeanor.
- Ability to maintain high confidentiality.
- Ability to independently manage multiple tasks in a professional manner.
- Ability to work independently with minimal supervision.
- Ability to prioritize tasks and meet deadlines.
- Ability to follow directions.
SUPERVISORY RESPONSIBILITIES
This position supervises all Rewards Club staff.
LICENSES & CERTIFICATIONS
- Ability to obtain and maintain Gaming License is required.
- Key positions require knowledge and application of Title 31 reporting requirements.
- Must have the ability to pass comprehensive background check and drug test.