Summary of Functions
The Camas Club Shift Supervisor coordinates the activities of the Camas Club Representatives and preferred player events, Camas Club promotions and other events by performing the following duties.
Essential Duties and Responsibilities
Ensures compliance with the Kalispel Tribe of Indians- State of Washington Gaming Compact, Internal Controls, NIGC Regulations and Northern Quest Policies and Procedures.
Supervise designs and implements all preferred player and Camas Club promotions.
Knowledge of the box office ticket system to sell concert tickets to the public using guest credit card.
Ensure Information Booth, Camas Club & other Camas areas are staffed. Monitor policy and procedure compliance for these areas.
Provide accurate information to the representatives for other areas of the resort, i.e., correct phone numbers, slot machine layout, current promotions etc.
Knowledge of the promotional kiosks, troubleshooting and updating of kiosk promotions.
Responsible for answering all internal and external calls and addressing questions and concerns in a timely manner.
Resolve guest complaints in person, telephone and email.
Responds in a professional manner to all form stock, website and survey complaints.
Follow direction from TGA on barring of guests and keeping accurate documentation.
Assist all departments with issues and adjustments on Camas accounts.
Exhibits leadership and mentoring to team members to foster teamwork, morale and open communication.
Assist in the development of both short and long-term goals for the benefit of the department and overall property.
Responsible for accuracy with the scheduling system for timecards for each Camas team member.
Assists on the front line based on business needs of the department.
Issues fair, objective and timely team member reviews.
Must be able to accurately use the RA (Resort advantage system)
Follow up on Win/Loss information and contact database for specialized requests from guests.
Enters custom ratings based on amount spent at other venues on guest’s accounts.
Must be able to accurately fill out and distribute prize payout forms, W-9’s, 1042S and other forms by following Title 31 policy and procedures as required.
Oversee ticket sales and gaming tournament sales in accordance with gaming regulations and internal control standards.
Working knowledge of Player Tracking System, understanding of the screens that are needed for the day-to-day running of the Camas Club. Must be able to trouble shoot any problems that arise with the systems.
Ensure Information Booth & Camas Club are staffed and monitor policy and procedure compliance for these areas. Provide accurate information for the representative such as correct phone numbers, slot machine layout, current promotions etc.
Ensure accuracy of information being given to the guest by the Camas Club Representatives.
Running reports from the player tracking system for accounting purposes.
Responsible for the Call Center by supervising the compliance of the Policies and Procedures, ensuring that the representatives have the correct information daily such as pricing of shows, availability of hotel rooms and any changes that need to be communicated.
Insure Representatives have proper tools to take incoming calls for shows and hotel offers.
Responsible for Call Center and ensuring that the correct information is given.
Writes plans and produces the Camas Club letters and e-mails.
Support all database and casino offers and provide policy and procedure training on each.
Serves as a guest contact point for all VIP and Camas Club events.
Implementation of casino promotions and events to ensure excellent guest service.
Coordinates specialized services for VIP guests.
Plans weekly department scheduling for Camas Club, information booth, and other areas. Adjust schedule accordingly to include promotions and events that require Camas assistance.
Act as Bus Coordinator by implementing shuttle bus procedures which include contacting, booking, coordinating shuttle service, account set up, group set up system and other duties.
Knowledge of the Birch Street system for supply ordering for department.
Maintains department inventory. Knowledge of re-order points for each item which include merchandise, Camas cards, bungee cords etc. and report to accounting monthly by keeping accurate numbers of all items in the Camas department.
Responsible for creating and sending weekly payroll forecasts to financial analysts.
Develop and create new departmental policy and procedures.
Schedules Representative meetings to plan and implement customer service ideas.
Creating new department scheduling for new positions.
Coaches, counsels and assists in career development for Camas Club Representatives through individual and team meetings.
Maintain excellent records for all Camas Club Representatives.
Act as Bus Coordinator by implementing shuttle bus procedures.
Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.
Assists gaming and other departments as needed.
Knowledge of Mass 500
Design and implement spreadsheets for departmental needs.
Ensure control/protection of company assets.
Maintains department inventory, knowledge of re-order points for each item.
Possess cash handling skills
Must be able to handle large quantities of cash and slot tickets accurately.
Ensures accuracy, and reporting of payroll for Player Services Representatives
Interviews new Camas Club Representatives and make recommendations to the Department Supervisor.
Provide counseling and guidance in response to Secret Shopper results with staff.
Enforce key control and cash card controls.
May be required to assist with the distribution and execution of the casino continuity program.
Available and willing to work any changes in hours deemed necessary for business levels.
Responsible for maintaining a good attendance record.
This job description does not list all the duties of this position. You may be instructed by management to perform other duties as assigned.
Supervisory Responsibilities
Directly supervises 8-10 team members in the Camas Club areas. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, scheduling and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Experience
2-5 years related experience and/or training; or equivalent combination of education and experience.
Previous supervisory experience and event planning experience preferred.
Skills & Abilities
Proficient in the use of Microsoft programs and other computer software.
Knowledge of Microsoft office or higher versions, Excel, Word and other computer software. to maintain effective working relationships with department head and employees.
Skill in solving practical problems and dealing with situations where only limited standardization exists.
Excellent organizational, communication and interpersonal skills.
Skill in identifying and resolving administrative problems under pressure conditions.
Education
High school diploma required.
Associate degree (A.A.) or equivalent from two-year college or technical school preferred.
Other Requirements
Ability to obtain and maintain a WA State Gaming License.
Ability to obtain and maintain a Tribal Gaming License.
Ability to obtain and maintain Class III Certification.
Ability to maintain confidentiality for internal & external guest information.
Ability to pass Title 31 testing.
Valid driver’s license.
Must be willing to work nights, weekends, holidays, and flexible hours.
Physical Demands
The physical demands described are representative of those that must be met by an employee to successfully perform the essential function 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 regularly required to stand; walk, use hands to finger, handle, or feel. Reach with hands and arms. Talk or hear and taste or smell. The employee is frequently required to climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 40 pounds and occasionally lift and/or move up to 50 to 70 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.
Work Environment
The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee may be exposed to tobacco smoke, flashing lights, and loud noises as found in a casino setting. The employee is occasionally exposed to moving mechanical parts, repetitive motions, extreme cold or extreme heat. The noise level in the work environment is usually moderate.
Hiring Preference
The Kalispel Tribe of Indians is an Equal opportunity employer. Consistent with federal law, the Kalispel Tribe of Indians applies Indian preference in employment. It is the policy of the Kalispel Tribe of Indians to give preference in hiring, promotions, and transfers into vacant positions to qualified applicants in the following order: 1) Kalispel Tribal Members; 2) Spouses of an enrolled Kalispel Tribal Member; 3) enrolled members of other Indian Tribes; 4) all other applicants.
General Sign-off & Disclaimers
The employee is expected to adhere to all company policies.
At-Will Employment: Employment with the Kalispel Tribe of Indians is at-will and can be terminated with or without cause, and with or without notice, at any time, either at the option of the employee or the Kalispel Tribe of Indians.
Drug Testing: The Kalispel Tribe of Indians is a drug free workplace. All applicants are subject to drug testing at the time of hire and at unannounced times during employment.
Background Investigation: All candidates and employees may be subject to a background investigation.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.