Guest Service Supervisor

SUMMARY

Supervises and coordinates activities of Guest Service personnel by performing the following duties. Responsible for assisting Guests and Team Members with transactions and for balancing various bank drawers within the Cash Cage Department, maintaining accuracy throughout all phases of the balancing process, providing guests with new card sign ups and promotions information.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversees Guest Service functions during assigned shift.
• Provides smooth, courteous, and efficient guest service in the execution of assigned duties including but not limited to greeting guests, attending to guests at the Cage area, assisting guests with club related issues
• Safeguard Red Earth Casino bankroll.
• Prepares reviews and coordinates work schedules and assigns duties to cage personnel.
• Assists Guest Service Reps within the Cage, as needed.
• Is accountable for the accuracy and thoroughness of cash & club transactions for both the Supervisor and Guest Service representatives.
• Maintains a working knowledge of promotions
• Audits weekly payroll reports.
• Administrates daily cash receipts and disbursements, verifications of transactions, reviews variances over prescribed limits and application of federal cash reporting requirements.
• Audits Title 31 paperwork.
• Accurately prepares governmental forms such as MTL, W2-G, CTRC, W-9 and 1042.
• Duties, responsibilities and requirements pertaining to the job are subject to change as needed.
• Other duties are assigned as directed. Hours are determined by 24-hour schedule and subject to change.
• Must learn, comprehend and comply with all Company policies and procedures, MICS, Gaming Regulations and Regulation 31 requirements.

SUPERVISORY RESPONSIBILITIES

Directly supervises employees in the Cage/ Guest Service. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Audits cage cashier’s attendance.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION AND EXPERIENCE

High School Diploma or GED and 1 year cash handling and Supervisory experience with employee window, main banker, or equivalent combinations of education and experience. Previous bank teller/cashier experiences a plus.. Skills and ability to calculate necessary mathematical functions.

• Ability to learn quickly and comprehend policies and procedures for cash services.
• Excellent customer service skills.
• Able to operate a 10-key calculator.
• Basic computer knowledge.
• Ability to lead and motivate staff.
• Basic knowledge of labor laws.

LANGUAGE SKILLS

Ability to read, analyze and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers, or employees of organization

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area circumference and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS

Gaming license issued by the Tribal Gaming Agency.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties, the employee is regularly required to stand, walk, sit, use hands to finger, handle, or feel; reach with hands and arms. The employee must occasionally lift and/or move up to 75 pounds individually and push or pull up to 500 pounds in a team of two or more. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is exposed to tobacco smoke, moving mechanical parts and fumes or airborne particles. The noise level in the work environment is usually loud.

In accordance with the Indian Preference Act of 1934 (25 U.S.C. 472). When filling vacancies priority in selection will be given to Indian candidates who present proof of eligibility for Indian preference.