Guest Services Supervisor Location Dubuque, IA : Q CASINO POSITION DESCRIPTION GUEST SERVICES SUPERVISOR BASIC FUNCTION Manages, informs and directs all guest services team members. Provides cash to the appropriate personnel throughout the facility. Maintain and reconcile all vault activities, and reconcile all Western money machines. Responsible for complying with BSA requirements, internal controls, policy and procedures and union contract ORGANIZATIONAL RELATIONSHIPS Reports to: Director of Casino Revenue Supervises: Guest Services Representatives SPECIFIC DUTIES AND RESPONSIBILITIES Know & carry out all internal controls
Supervise guest services reps
Calculate and complete casino and all other operational deposits
Performs exchanges with guest service reps
Calculate soft count totals and takes possession of funds after verification
Issues jackpot checks
Prepares and issues disciplinary notices to team members
Records guest service rep over and shorts
Reviews exception reports with employees.
Communicates with Director of Guest Services concerning any employee issues that arise
Installs ribbons for printers, calculators and various equipment
Trains, manages staff members and enforces procedures
Records or completes information on Currency Transaction Reports electronically
Maintains and sign off on multiple transaction logs and monetary instrument logs
Controls receipts and disbursement of vault activity
Follow and understand union contract
Schedule and plan employee breaks and lunches
Decide when to send people home during slow periods
Fills and Reconciles Western Money machines
Acts on guest/ team members concerns
Reviews employee errors and follows up when necessary
Manages Guest Services activities
Required to manage Schedules for Reps
Other duties as assigned
EDUCATION, TRAINING AND EXPERIENCE High School diploma, some post-secondary education preferred
Prior cash handling experience preferred
Prior guest service experience preferred
2-5 years supervisory experience preferred
STANDARDS OF PERFORMANCE Read and understand internal controls
Good oral and written communications skills
Excellent customer service skills
Decision-making ability to determine variance factors and check approvals
Very strong math skills
Proficient in operation of currency equipment and calculators
Ability to handle large sums of money
Able to handle busy work environment
MENTAL AND PHYSICAL REQUIREMENTS Walking and standing for long periods of time
Stooping, kneeling, crouching
Talking, hearing
Repetitive motion
Able to lift/move up to 50 lbs.
WORKING ENVIRONMENT AND CONDITIONS Inside work environment
Loud noise levels (slot machines)
Exposed to cigarette smoke
EQUIPMENT AND TOOLS General office equipment including, but not limited to: Calculator Computer Telephone Radio Jet sorts Currency counter Embosser Check processing equipment New Wave Western money machines Coin counter
