H5020 SUPERVISOR PLAYERS CLUB IMG

Position Title: Player Development Supervisor

Reports To: Executive Player Development Manager: Players Development Training Supervisor

Supervises: Player Development Ambassadors

Summary of Position

The Player Development Supervisor oversees the operations of the Apache Spirit Club during their assigned shift and is responsible for the supervision of the Player Development Ambassadors on duty, and ensures the achievement of daily individual and team goals.

This position is also responsible for assisting and developing those players’ club members who do not qualify for VIP player development services or those players that have a Less than $350 ADT. They will assist the VIP Player Development Host and Jr. VIP Player Development Host and VIP player Development Manager in assisting the player’s club members and helping to grow potential VIP players as well as hit the revenue goals for the department, special VIP events, and Enterprise.

This is a salaried position.

Key Responsibilities and Performance Behaviors

• Ability
  • Can explain and demonstrate Hospitality Behaviors and Performance Standards.
  • Understands where to get the information needed to complete tasks to standard.
  • Can explain and demonstrate technical skills used to complete tasks to standard.
  • Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
  • Understands how to take ownership of problems and solve them when solutions may not be available.
  • Can explain how to request help from others when needed to complete task or goal.
  • Has complete knowledge and can tell others of IMGR&C products and services. (this includes Ski Apache and Casino Apache).
• Performance
  • Performance meets expected results, standards in Key Responsibilities and those listed on technical / operational SOPs, and task lists.
  • Responds to obstacles; finds new ways to reach desired results.
  • In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
  • Responds to change by quickly applying talent and skills in a positive way to succeed.
  • Supports achievement of Quality Goal; “Do it right the first time”.
  • Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
  • Makes suggestions to improve performance.
• Behavior
  • Behavior meets IMGR&C standards (Mission, Vision, Values, Hospitality Behaviors, and Customer Recovery Skills).
  • Approaches all activities with enthusiasm and encourages enthusiasm from others.
  • Chooses a positive approach in all situations.
  • Respects individuality of others; continues to communicate in order to work together.
  • Speaks positively about guests, other team members and our business in all situations on and off property.
  • Treats others with respect in all situations.
• Service
  • Serves others: guest and internal guests.
  • Identifies and can communicate needs of guests and others.
  • Takes quick action to serve others in a way that meets/ exceeds their needs.
  • Identifies ways to improve individual or team’s service to others.
  • Provides service outside job responsibilities if needed to help the Enterprise succeed.
  • Takes ownership of guest problem(s) until it is resolved.
• Professionalism
  • Meets IMGR&C Appearance standards.
  • Professionally supports IMGR&C’s reputation and image in all situations, on and off property.
• Attendance
  • Meets IMGR&C policy for attendance.
  • Informs supervisor of future absences as far in advance as possible.
• Communication
  • Provides information others need to succeed, in time for them to use it.
  • Shares with next shift the information needed for them to succeed.
  • Listens to others without interruption; acts on their feedback when possible.
  • Asks questions to understand expectations of others.
  • Reports all guest complaints and compliments to Supervisor.
  • Reports all situations to Supervisor where resort grounds or equipment do not meet IMGR&C standards.
• Team Work
  • Puts success of team ahead of personal success.
  • Helps other team members succeed without being asked.
  • Takes action to resolve conflict between individuals.
  • Helps other departments achieve success.
  • Reports ideas to increase team success and guest satisfaction to Supervisor.
  • Does whatever is necessary to help department and resort success.
  • Contributes ideas that support progress and success at shift, team and departmental meetings.
• Essential Duties and Responsibilities: include the following and are subject to change at Management’s discretion: Supervises Apache Spirit Club at Inn of the Mountain Gods and Casino Apache properties.
• Identify new players and enroll them into the Apache Spirit Club while gathering all necessary information to support direct efforts.
• Conducts slot promotions, drawings and special events in coordination with the marketing promotions and entertainment team, table games and slot teams.
• Trains and supervises the player development team members;
• Monitors and assists with auditing of all player account transactions through the player tracking system and ensures accuracy & integrity of system utilization;
• Adheres to all regulatory, departmental and casino policies and procedures, and to the casino Internal Control Structure;
• Must have knowledge and understanding of Player Development Programs such as: Oasis, Everi Kiosk, OPTX, and Promotions and Entertainment planning and events create groups and understand how to read the players rewards Matrix.
• Work in tandem with the VIP Player Development Host team on duty to identify and personally recognize Platinum, Diamond and Signature guests who are in house.
• Anticipate the needs of guests on the casino floor and enhance their entertainment experience through personal service efforts.
• Provide personal, hospitable service from the players club to all members during each sales opportunity.
• Ensure all accounts are properly coded in the player tracking system, issue cards and provide guest service support.
• Assist and or execute scheduled casino promotion according to the calendar and gaming submissions.
• This position is also responsible for issuing guest vouchers from a players player’s club account according to the guest voucher policy and procedure if the player qualifies for a guest voucher. This position will assist the player who does not qualify for hosted services or has a less than ADT of $350, and is requesting a guest voucher.

Directly supervises the player development ambassadors at the players club. Carries out supervisory responsibilities in accordance with the casino’s policies and procedures and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing issues and resolving conflicts.

Two year related experience and/or training; or equivalent combination of education and experience may be substituted. Mescalero Apache Tribal preference; bicultural experience preferred.

Adheres to all regulatory, departmental and casino policies and procedures, and to the casino Internal Control Structure.

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is frequently required to stand, walk and sit. Occasionally, the employee will be required to stoop, kneel, crouch, and to talk or hear. The employee must occasionally lift and/or move up to 50 pounds.

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.

The noise level in the work environment is usually loud. The team member maybe be exposed to a second-hand smoke environment. Maybe subject to high stress environments.