Casino Services Supervisor

Include, but are not limited to:

• Supervises all staff on prospective shift; carry out supervisory responsibilities in accordance with the company’s policies and applicable laws
• Responsibilities include hiring and training team members, planning, assigning, and directing work; appraising performance, coaching team members, addressing complaints and solving problems.
• Approve credit for guests within his/her limit of authority; ensure that the collection and distribution of necessary credit information is handled accurately, efficiently and discreetly.
• Assist Casino Services Manager with the development and implementation of departmental policies and procedures.
• Ensures the integrity of all financial data produced by employees under his/her span of control.
• Held accountable, to a high degree, for the accuracy, confidentiality, and thoroughness of departmental records and reports.
• Adheres to prompt and courteous service with a smile.
• Keep up-to-date on Marketing promotions, activities and events at the property.
• Communicates all information regarding upcoming promotions, prior to effective dates, ensuring that the Casino Services staff is knowledgeable.
• Evaluate guests’ play and issue complimentary items based on established guidelines.
• Advises staff on handling guest complaints and ensuring guest satisfaction.
• Ensures compliance with all regulatory controls both internal and external including those of the Mississippi Gaming Commission.
• Assist guests with requests in a professional and timely manner.
• Exhibits a spirit of cooperation and teamwork with all departments of the property.
• Must be willing to perform the same duties as a Casino Services Representative when service levels necessitate.
• Ensures team members adhere to the customer service guidelines of prompt and courteous service as outlined in policies and procedures.
• Reviews departmental reports, to ensure accuracy, making revisions as needed.
• Advises subordinates on handling difficult customer complaints or handles complaint personally.
• All other duties as assigned. 

Supervisory Responsibilities

Casino Services Representatives, Main Bankers

 Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job with or without reasonable accommodations.

While performing the duties of this job, the employee is regularly required to stand and walk. The employee is frequently required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds.

Skills and Abilities

• Ability to respond to common inquiries.
• Ability to write and present information to management in a reasonable manner.
• Good communication and listening skills.
• Employee must work the schedule assigned for business purposes.
• Communicates openly and clearly at all times with management.
• Maintains the utmost integrity and dignity for self and others at all times.
• Identifies and resolves problems in a timely manner; develops alternative solutions; uses reason even when dealing with emotional topics.
• Treats internal and external guests in a friendly and professional manner. Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance. Solicits customer feedback to improve service.
• Shows respect and sensitivity for cultural differences.
• Displays willingness to make decisions; exhibits sound and accurate judgment.
• Ability to maintain strict confidentiality relative to financial data, casino policies and marketing plans.
• Maintains working knowledge of casino, including but not limited to, hours of operation of casino, restaurants, and other outlets
• Ability to read, accurately analyze and interpret common documentation.
•  Ability to accurately analyze and interpret departmental needs and results; ability to solve complex problems.
•  Ability to perform assigned duties under frequent time pressures in an interruptive environment