Guest Services Supervisor - Casino jobs in Norfolk, VA

Job Summary:

Provides effective leadership to ensure guests and Team Members receive friendly, efficient and accurate services and information. Maintains operational procedures for quality standards to ensure maximum guest service and cost effectiveness.

Supervisory Responsibilities:

• Yes, oversight of 6-10 Player Services Team Members

Duties/Responsibilities:

• Remain professional in stressful situations.
• Have a proactive plan when problems arise. (Computer/Kiosk failure, callouts, etc.)
• Resolve guest concerns and complaints promptly with accurate information. Finds answers when unclear.
• Verify valid/acceptable photo ID in accordance with Rivers Casino standards with every transaction.
• Complimentary privileges within prescribed limits in accordance with the approved Comp Matrix. Able to answer questions about the Complimentary privileges issued within prescribed limits in accordance with the approved Comp Matrix.
• Maintain and safeguard the confidentiality of guest/player information; Discuss confidential guest information only with appropriate department and division heads.
• Ensures tight security is maintained in all areas, with all unattended cash drawers and cabinets locked, and out of reach of unauthorized personnel.
• Effectively manage department personnel through planning, directing, and assigning work; address team member complaints and resolve conflicts, provide coaching and counseling and disciplinary action as needed.
• Interview and hire new team members as needed and in compliance with the Company Standards.
• Prepares and administers regular one-on-one meetings and provides feedback on performance through Team Member reviews based off of the Company format.
• Must be thoroughly trained and have a full understanding of various computer systems and their software.
• Assist in training/retraining all team members in Cage and Rush Rewards computer systems and their software. Conducts initial orientation session with all new team members, reviewing all company and departmental policies and procedures
• Maintains the financial areas closely, supervises all cash flow and accompanying transactions into and out of the areas, i.e., checks cashed and redeeming tickets.
• Maintain accurate personnel and departmental files. (Team Member, Vendor, Product)
• Handles all safekeeping transactions, monitors key control systems, monitors the flow of all currency/chips between all areas.
• Assist in scheduling to provide the most efficient guest service possible.
• When guest volume exceeds staffing levels, Supervisors are required to work in all areas or at a computer when not resolving guest or team member issues. Assist in all operational functions such as special events, promotional needs, audit procedures, etc.
• Spending most of the shift observing team members and giving necessary feedback to improve performance.
• Maintains open communications to keep the management team informed of all pertinent information and/or irregularities.
• Review the operations of each shift and make recommendations to improve operational efficiency, uphold regulatory compliance and enhance guest service.
• Process reports and summaries for all areas as requested.
• Distributes promotional items in accordance with specific promotion guidelines with enthusiasm
• Ensures that all areas in public view are kept clean, properly stocked, and promotional giveaways/inventory is unpacked and ready to be distributed.
• Performs additional duties as requested or assigned.

Minimum Education and Experience Requirements:

• One to three years supervisory experience in customer relations, marketing or finance is essential.
• Must be able to remain professional and tolerate stress related to servicing public guests in a high pressure and fast-paced environment on the Casino gaming floor.
• Must possess strong leadership, prioritization, and planning skills, demonstrating the ability to handle and prioritize multiple tasks.
• Ability to communicate with Team members and guests

Certifications, Licenses, and/or Registrations:

• Gaming license/registration as required by the Virginia Lottery Board.

Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills.
• Excellent organizational skills, with particular attention to quality and detail.
• Excellent interpersonal and communication skills and the ability to work effectively with all levels of the organization.

Physical Requirements:

• Must be able to be constantly exposed to casino-related environmental factors, including, but not limited to secondhand smoke and excessive noise.
• Must be able to remain in a stationary position for a majority of an entire shift.
• Must be able to traverse through the Casino to arrive at assigned locations.
• Must be able to traverse from area to area within the operating areas to respond to and assist other Team Members.
• Must be able to frequently bend at the waist, bend at the knees, reach, push/pull up to 10 lbs., twist at the waist and shoulders, and have finger/hand dexterity to maneuver on computer keyboard, office machinery and other tools.
• Must be able to lift and/or move objects up to 50 lbs.
• Ability to work flexible shifts and days of the week, including holidays.