Position Summary
The Players Club/Box Office Manager oversees all aspects of the Players Club and manages the operation of the Box Office. This role develops and implements procedures and directives while working directly with the Marketing Department to build incentive programs, analysis reporting, direct mailings, group sales, special events/promotions, and guest relations to support and enhance customer loyalty. The manager also promotes a high level of excellent customer service to build and expand customer relationships and loyalty. This leader is required to motivate and encourage teamwork to staff at all levels and ensures that the department displays consistent and professional corporate image.
Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contributes towards the ongoing success of the Pueblo of Sandia today and in the future.
Essential Duties and Responsibilities
- Contributes specifically to the increased revenue and cost efficiencies in associated areas as indicated by measured analytical data to meet specific goals as set forth in the Annual Marketing Plan
- Leads the hiring and training process for Players Club personnel
- Supervises Players Club personnel including scheduling, payroll, employee evaluations, disciplinary actions, commendations, marketing tasks and the various functions relevant to the Players Club operation.
- Ensures the adherence to department guidelines, rules, regulations, policies and procedures relating to the player’s club operation and all events & promotions
- Develops supervisor and host performance goals, customer service level thresholds, and expectations
- Oversees computer-based and manual player-tracking systems
- Oversees point-redemption method
- Oversees player-tracking tools reporting system
- Orders merchandise, generates reports, creates and maintains inventory controls
- Coordinates information reports and/or custom managerial reporting requests
- Communicates and implements promotional programs and concerts in coordination with the Special Events Coordinator.
- Analyzes trends in customer signups, redemption of coupons and merchandise, and promotional participation to appropriately schedule staff, improve operational efficiency and exceeds customer service expectations
- Sets up promotional events and represents the Casino in a professional manner
- Communicates effectively and reports information regarding contacts made and potential business opportunities
- Assists in the creation and evaluation of promotional events as needed
- Communicates system problems, concerns, and make recommendations from a user’s perspective regarding computer-based player tracking system and program management to MIS.
- Assists in creating and implementing departmental policies, procedures and adherence to the system of internal controls.
- Identifies, creates and implements needed policies and procedures for the Players Club
- Encourages, fosters and builds teamwork.
- Encourages team development, emphasizes professional development, and promotes a positive, fun and friendly working environment
- Able to perform the duties of both supervisor and Players Club Hosts.
- Routinely and periodically spot checks subordinates primary job responsibility tasks, tracking mechanisms and work to ensure compliance with SOP’s
- Responsible for helping prepare and monitor expense and revenue departmental budgets in accordance with property timelines and methods.
- Performs duties in accordance with property compliance and regulation standards as established by the Pueblo of Sandia and governed by the policies of the NIGC and STGC.
- Helps direct reports achieve outlined goals and plans of action objectives by periodically meeting with and assisting staff with tasks and needs associated with the goals and objectives.
- Performs other job-related duties as assigned.
- Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo of Sandia.
Additional Responsibilities
- Provides direct management and supervision to all reporting Team Members typically for a larger department, operational area or more complex professional department.
- Functions as an advisor to the operations and sets goals that are results oriented, organized, and account for business challenges.
- Guides the team to achieve a well-defined structure and efficient operation.
- Delegates responsibilities to the most qualified Team Members through observing and understanding strengths and weaknesses.
- Creates an environment of teamwork, through communicating common goals, shows appreciation for team members contributions and on-going support, and leads by example.
- Collaborates and communicates effectively in a professional and articulate manner.
- Demonstrates strong knowledge of all reporting departments/operational areas.
- Strong analytical and critical thinking skills to identify problems, generate solutions, and implement them.
Key Performance Indicators
This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.
Knowledge, Skills, and Abilities
- Ability to plan and implement work schedules.
- Ability to deal effectively with the public.
- Ability to work flexible hours, including weekends.
- Ability to exercise personnel management practices and exhibit strong motivational commitment to the organization.
- Ability to write and prepare standard reports and documents.
- Ability to learn all games offered by the casino.
- Ability to communicate with management, subordinates, and customers.
- Excellent verbal and written skills.
- Solid managerial skills.
- Exceptional customer service skills and the ability to exceed customer expectations, address customer issues, and satisfy customer demands.
The ability to identify fraudulent activity and report to security, Gaming Commission, and management accordingly.
Education and Experience
Required:
- Associate’s degree in business or a related field of study and five (5) years’ experience in a customer service supervisory or management capacity. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling seven (7) years may substitute for the required education and experience.
- Must possess and maintain a valid, unrestricted New Mexico Driver’s License.
Preferred:
Casino experience.
License/Certifications/Registrations
- Must be able to obtain and maintain the required STGC Gaming License
- Will require a pre-employment and random drug screening.
Physical Requirements/Working Conditions
The following selected physical activities are required to perform the essential functions of this position
Physical Requirement
Description
Hearing
Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
Kneeling
Bending legs at knee to come to a rest on knee or knees.
Lifting
Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
Pulling
Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion.
Pushing
Using upper extremities to press against something with steady force to thrust forward, downward, or outward.
Reaching
Extending hand(s) and arm(s) in any direction.
Seeing
The ability to perceive the nature of objects by the eye.
Walking
Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.
Sitting
Particularly for sustained periods of time.
Standing
Particularly for sustained periods of time.
Stooping
Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
Talking
Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
Working Conditions Required:
- Work hours subject to change with overtime work required when necessary.
- Subject to hazards that may cause personal bodily harm such as smoke, common colds, influenza, dust, odors and elevated noise levels.
- Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.
- Duties may involve walking, standing for long periods of time, sitting and crouching.
- Specific required movements include the following:
- Trunk-bend, twist, rotate, push, pull, carry
- Arm-reach, carry, push, pull, lift, twist, rotate
- Legs-lift, push, twist, rotate, hands-grasp, manipulate, bilateral coordination, overall and finger dexterity
- Eye and hand coordination.
The content of this job description does not restrict management’s right to assign or reassign duties and responsibilities to this job at any time.
The job description reflects the assignment of the essential functions of the current position but does not prescribe or restrict tasks that may be assigned. The essential functions are specified but are subject to change at any time for various reasons, including management discretion.
The Pueblo of Sandia reserves the right to make changes to the job description whenever necessary.
Selected candidates must submit to and pass a pre-employment drug and alcohol screening as part of the pre-employment process. Drug and alcohol screening will continue through post-hire testing to be conducted by a third-party random number generator. Selected candidates must submit to and pass a criminal background screening as part of the pre-employment process.
The Pueblo of Sandia is an equal opportunity employer (EOE). Qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, marital status, disability, sexual orientation, or any other characteristic protected by state or federal law.
