Guest Services Supervisor

Q CASINO RESORT

Guest Services Supervisor

BASIC FUNCTION

Manages, informs and directs all guest services team members. Provides cash to the appropriate personnel throughout the facility. Maintain and reconcile all vault activities and reconcile all Western money machines. Responsible for complying with BSA requirements, internal controls, policy and procedures and union contract.

ORGANIZATIONAL RELATIONSHIPS

• Reports to: Director of Casino Revenue
• Supervises: Guest Services Representatives

SPECIFIC DUTIES AND RESPONSIBILITIES

• Know & carry out all internal controls.
• Supervise guest services reps.
• Calculate and complete casino and all other operational deposits.
• Performs exchanges with guest service reps.
• Calculate soft count totals and take possession of funds after verification.
• Issues jackpot checks.
• Prepares and issues disciplinary notices to team members
• Records guest service rep over and shorts.
• Reviews exception reports with employees.
• Communicates with Director of Guest Services concerning any employee issues that arise.
• Installs ribbons for printers, calculators and various equipment.
• Trains, manages staff members and enforces procedures
• Records or completes information on Currency Transaction Reports electronically
• Maintains and signs off on multiple transaction logs and monetary instrument logs.
• Controls receipts and disbursement of vault activity
• Follow and understand union contract.
• Schedule and plan employee breaks and lunches.
• Decide when to send people home during slow periods.
• Fills and Reconciles Western Money machines.
• Acts on guest/ team members concerns
• Reviews employee errors and follows up when necessary.
• Manages Guest Services activities
• Required to manage Schedules for Reps
• Other duties as assigned.

EDUCATION, TRAINING AND EXPERIENCE

• High School diploma, some post-secondary education preferred
• Prior cash handling experience preferred
• Prior guest service experience preferred
• 2-5 years supervisory experience preferred.

STANDARDS OF PERFORMANCE

• Read and understand internal controls.
• Good oral and written communications skills.
• Excellent customer service skills.
• Decision-making ability to determine variance factors and check approvals.
• Very strong math skills.
• Proficient in operation of currency equipment and calculators.
• Ability to handle large sums of money.
• Able to handle busy work environment.

MENTAL AND PHYSICAL REQUIREMENTS

• Walking and standing for long periods of time.
• Stooping, kneeling, crouching
• Talking, hearing
• Repetitive motion
• Able to lift/move up to 50 lbs.

WORKING ENVIRONMENT AND CONDITIONS

• Inside work environment.
• Loud noise levels (slot machines)
• Exposed to cigarette smoke.

EQUIPMENT AND TOOLS

• General office equipment including, but not limited to:
  • Calculator
  • Computer
  • Telephone
  • Radio
  • Other
  • Jet sorts
  • Currency counter
  • Embosser
  • Check processing equipment
  • New Wave
  • Western money machines
  • Coin counter