Guest Services Supervisor
Jacobs Entertainment, Inc. - Elko, NV

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General Summary of Job Duties

The purpose of this position is to assist manager and the cage with daily functions, to include all paperwork and operations that may occur each day. Must be able to fulfill all Cage/Club Cashier & Vault responsibilities

Principle Responsibilities and Duties
  • Maintain a high quality of guest service according to Jacobs Entertainment, Inc. Mission Statement and F.A.S.T. Track Values Statement.
  • Works as back up Cage/Club.
  • Maintain and track variances.
  • Check cashing overrides.
  • Participate in, coach & counsel Cage/Club Cashiers.
  • Participate in employee reviews.
  • Give pre-shift meetings and other meetings as needed to keep employees aware of new procedures and promotions.
  • Manage employee schedules.
  • Other projects may be assigned as needed.
  • Assist cashiers as needed.
  • Thorough knowledge of applicable Company and departmental policies and procedures as well as the willingness to learn and follow any policy or procedure that may be introduced in the future.
  • Adhere to all appearance and uniform standards.
  • Maintain an open line of communication with Management.
  • Maintain a positive and professional demeanor during all interactions with guest, fellow Employees, and Vendors.
  • Ability to accept performance feedback in a professional manner.
  • Regular attendance to all scheduled shifts is considered an essential function of the job.
  • Arriving on-time for all scheduled shifts is considered an essential function of the job.
  • Other duties as assigned.

General Job Responsibilities and Duties

To perform the job successfully, an individual should demonstrate the following F.A.S.T. Track Principles:
  • FRIENDLINESS
    • Offer a warm greeting to everyone you encounter with a smile and eye contact.
    • Practice mutual respect by dealing honestly in all interactions.
    • Use genuine listening skills and offer sincere responses.
    • Promote positive interactions with both external and internal guests through sincere greeting and communications.
    • Be approachable, listen and lead by example.
  • ACCOUNTABILITY
    • Be proactive and positive.
    • If I don’t know, I’ll find out and if we don’t have it, I’ll try to get it.
    • Manage staff effectively with timely reviews and address performance issues.
    • Support and practice the F.A.S.T. Track Principles from the executive level to the front line staff level.
    • Acquire knowledge, training and education. Communicate it to all employees.
  • SERVICE EXCELLENCE
    • Anticipate our guests’ needs before they ask.
    • Contribute ideas and solutions to improve customer service.
    • Escort our guests rather than point.
    • Take personal pride in the quality of your work.
    • Actively seek feedback from our guests concerning our service and atmosphere.
  • TEAM WORK
    • Share and explain information.
    • Involve managers and employees in business development decisions and cost savings initiatives.
    • Great teams consist of great performers.
    • Create a culture of two-way communication with employees and guests.
    • Be courteous, kind and patient with each other.

    Jacobs Entertainment, Inc. - 17 months ago - save job - block
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