Casino Services Supervisor

At Hard Rock, the show starts long before the guest arrives. The Casino Services Supervisor is responsible for the frontline success of our Contact Center. In this role, your focus is on people and performance. You will lead a dedicated team that processes reservations for our hotel, restaurants, and shows, ensuring every interaction meets our "Platinum" service standards. You will use a sophisticated suite of tools to monitor team metrics. You are a coach at heart, spending your time mentoring associates, fine-tuning scripts, and ensuring our premium players receive the VIP treatment they expect. From 24/7 scheduling to rigorous PCI compliance, you ensure the Hard Rock rhythm never misses a beat.

Education:

High School Diploma or GED required.

Experience:

• 2 years of gaming and/or hotel experience. 1 year of supervisory experience. (Or an equivalent combination of education and experience).

Technical Skills:

Proficiency in Microsoft Office and a strong understanding of hotel/gaming database systems.

Leadership Chops:

Proven ability to lead and guide a department, providing valuable input on hiring, performance decisions, and team development.

Communication:

Exceptional oral and written communication skills with a knack for building strong interdepartmental relationships.

Regulatory:

Ability to obtain and maintain licensing by the appropriate gaming authority.

Physical & Schedule:

• Must be available for varied shifts, including weekends and holidays, to support a 24/7 operation. Ability to work in an environment with second-hand smoke and crowd noise. Ability to lift objects up to 10 lbs.

Reservation Leadership:

Supervise daily contact center operations, ensuring the team effectively handles guest bookings for hotel, dining venues, and entertainment events.

Performance Direction:

Monitor and manage team metrics including Average Handle Time (AHT), After-Call Work (ACW), wrap-up codes, and overall service quality.

Coaching & Mentorship:

Actively develop contact center associates through live call monitoring, QA reviews, and consistent feedback to enhance skills and career growth.

Script & Communication Management:

Create and update agent scripts to ensure every guest receives accurate, consistent, and "on-brand" information.

Software Mastery:

Navigate and train others on essential systems and provide mobile app support for guests.

Staff Orchestration:

Manage 24/7 department scheduling to ensure adequate coverage during peak volumes; oversee timecards, attendance, and time-off requests.

Security & Compliance:

Maintain strict adherence to PCI standards and confidentiality requirements; educate the team on cybersecurity protocols like phishing and vishing.

Guest Loyalty Support:

Oversee the reservation process for premium in-house players to support retention and build long-term brand loyalty.