Player's Club Host Supervisor - Apache Casino Hotel

Job Description

Position: Player’s Club Host Supervisor

Department: Marketing

Reports to: Director of Host

FLSA Status: Non-Exempt, Hourly

Minimum Qualifications

• Associate’s Degree and two years of guest relations’ experience, or an equivalent combination of education and experience, with gaming experience preferred


• One year of experience in a position supervising staff


• Proven leadership skills and customer service orientation


• Skill and ability to work with personal computers, player tracking card systems, gaming devices, safety equipment, etc., with experience preferred


• Commitment to working variable schedules which includes peak times, late nights, holidays and weekends


• Solid computer skills including an effective working knowledge of Microsoft Office products


• Strong written and oral communication skills, with the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Essential Functions

• 
  

  Portray a positive attitude under all circumstances, understand and represent the core values of Apache Casino Hotel and live the mission of providing exceptional service at all times, promoting outstanding guest and team member relations.

  
  


• 
  

  Effectively communicate with and provide outstanding service to guests, resolving service problems in accordance with authority.

  
  


• 
  

  Lead by example in all areas with enthusiastic dedication, professionalism and positive leadership. Create a culture, atmosphere and environment of passionate hospitality, running great shifts and creating relationships with guests, training and upholding team members to company standards.

  
  


• 
  

  Supervise Guest Relations Ambassadors and Door Greeters, ensuring compliance with appearance standards and practice of the components of the Eye, Hi, Goodbye program.

  
  


• 
  

  Ensure compliance with all applicable regulations, laws, internal policies/procedures, and control protocols.

  
  


• 
  

  Determine work procedures, prepare schedules, and expedite workflow, issuing written and oral instructions, assigning duties and supervising work for conformance to policies and procedures, ensuring customer service standards are met or exceeded.

  
  


• 
  

  Work effectively with peers, team members, and regulatory agency personnel.

  
  


• 
  

  Study and standardize procedures to improve efficiency.

  
  


• 
  

  Perform other related duties as may be assigned by reporting supervisor.

  
  

   

  
  

Core Competencies

• 
  

  Adhere to and act in accordance with all casino policies and procedures, and applicable federal, state and local regulations

  
  


• 
  

  Maintain a neat, clean and well-groomed appearance (specific standards may apply departmentally based on uniform requirements). Where uniforms are required, they must be clean and pressed at the beginning of each shift

  
  

• Understand and comply with the Eye, Hi, Goodbye program


• Assume a role of authority as necessary; set an example for team members, delegate responsibility and empower team member to make decisions; provide constructive feedback.


• Competency to follow detailed procedures and ensure accuracy in documentation, carefully monitoring processes and routine work details


• Ability to clearly present information verbally and in writing; read and interpret complex information; actively listen and talk with guests and team members

• 
  

  Ability to maintain a calm demeanor during stressful situations

  
  

• 
  

  Demonstrate a high level of service delivery to ensure guest and team member satisfaction; handle service failures and prioritize guest and team member needs

  
  

• Prepare for known problems and opportunities in advance; willingness to undertake additional responsibilities and respond to situations as they arise


• Maintain high standards despite pressing deadlines; reinforce excellence as a fundamental priority


• Capable of using tact, maintaining confidences, and fostering an ethical work environment; giving proper credit to others, and handling situations honestly


• Ability to adapt behavior to others’ styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce, developing rapport with others and recognizing their concerns and feelings to build and maintain long-term associations based on trust


• Share due credit with team members; display team spirit, enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from fellow team members


• Ability to operate various types of equipment used in your department, for example personal computers, printers, copy machines, facsimile machines, and telephone

Physical Demands and Work Environment

The physical demands and work environment characteristics described are representative of those that must be met by a team member to successfully perform the essential job functions.

While performing job duties the team member may occasionally be required to sit, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The team member may be required to stand for prolonged periods in confined spaces, walk, climb or balance, and stoop, kneel, crouch, or crawl. The team member may occasionally lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing job duties the team member is regularly exposed to risks associated with travel between buildings and back and forth to other areas as may be required due to business demands. The team member is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The noise level in the work environment varies from light to moderate, and there are fluctuations in lighting due to flashing lights from slot machines and band lighting.

Following hire the successful candidate must pass a background check and drug-screening test, and obtain a Fort Sill Apache Gaming license.

GENERAL SIGN-OFF:

The team member is expected to adhere to all company policies and applicable federal/state/local regulations.