TRUE REWARDS SUPERVISOR

General Summary
This position requires proficiency in all duties of an True Rewards agent and the ability to supervise others in that position. Supervisors will be expected to lead by example and foster teamwork within True Rewards and other departments.

Essential Duties and Responsibilities

• Work under pressure and meet deadlines with minimum supervision.
• Deal with a number of problems requiring initiative and good judgment.
• Do preliminary investigation on customer complaints involving True Rewards agents, policies or procedures.
• Personally respond to disgruntled guests using GREATER Guest Service.
• Continually evaluate agent skills, recommend/provide specific individual direction, training and feedback to agents as appropriate and in a timely manner.
• Use Outlook, Excel and Word to create and maintain worksheets, memos and letters.
• Maintain assigned shift/job requirements in conformance with company standards.
• Comprehend and follow written and/or verbal instructions.
• Investigate and report hardware issues.
• Create ticketed concert/event venues, sell ticket and run final reports as appropriate.
• Create agent schedules, complete daily payroll and document agent attendance.
• Issue formal discipline and complete staff reviews using input by management and peers.
• Follow through with guest questions or complaints regarding booth functions.
• Work with agents, co-workers and internal guests on a professional level.
• Document and disseminate promotion, policy or procedural information as appropriate.
• Monitor inventory control of general office/box office/slot club supplies.
• Update and complete documentation regarding True Rewards as requested.
• Perform any other duties as assigned by management.
• Provide outstanding guest service to all internal and external guests
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations

Job Specifications – Qualifications

• Must be at least 21 years of age.
• Prefer at least one year experience working in a slot club/box office or in a supervisory role.
• Any combination of education, training or experience that provides the required knowledge, skills and abilities.
• Provide instruction and/or guidance for guest/employee safety in fire/emergency situations.
• Abide by all State and corporate gaming regulations pertaining to the presence of minors in gaming areas.
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations
• Must be able to obtain and maintain all cards required by the company.
• Must be able to verify right to work in the U.S.
  
  Working Conditions – Physical Requirements
• Temperature changes associated with working indoors or outdoors.
• Varied shifts determined by duties and business levels.
• Providing service to guests who may be smoking and drinking alcohol.
Moderate to loud noise levels.

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  Working Conditions – Physical Requirements (continued)
• Other conditions associated with a Casino environment.
• Able to see small print such as driver’s license information 100% of shift time.
• Able to stand and/or walk 25% of the shift time.
• Able to sit at a desk 75% of the shift time.
• Able to get in and out of seat numerous times per shift.
• Able to occasionally lift, push or pull up to 30 lbs.
  Required Work Cards
• Gaming
  
  Disclaimer
  The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Job duties to be performed with or without reasonable accommodations