Responsible for the overall effective and efficient supervision of all Club Osage operations as assigned by the reporting senior leadership including, but not limited to providing leadership to assigned staff, ensuring effective internal and external communications, exercising appropriate judgment and decision-making skills, and ensuring that all departmental and staff activities are monitored and performed as efficiently and effectively as possible.The position will also facilitate Box Office / Event Ticketing functions, VIP Gift Events, VIP Parties / Banquets, Pool Parties, and Special events. Ensures assigned staff operate in compliance with applicable internal policies and procedures, gaming regulations, and external agency requirements.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

MINIMUM QUALIFICATIONS:

• Must be a minimum of 18 years of age.
• High School Diploma or G.E.D Equivalent and one (1) year of department-specific experience; Associates degree and six (6) months of department-specific experience; or a Bachelors degree and three (3) months of department-specific experience in marketing, sales, or database management required.
• Required to pass a drug test and obtain and maintain a gaming license to work in a casino from the Osage Nation.
• Required to provide documents to show the applicant is eligible to work in the United States.

COMMUNICATION:

• Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter.
• Conducts at least bi-weekly One-on-One meetings with direct reports, soliciting input from employees.
• On an individual basis or in a group format, explains why, shares information, and communicates the purpose of decisions to applicable staff.
• Ensures company information provided by management is effectively communicated.

DEPARTMENT OPERATIONS:

• Develops and directs Club Osage and Box Office operations in accordance with established company policies, budgets, procedures, and specifications.
• Signs up guests for Club Osage and issues cards to eligible guests.
• Issues rewards for guests when an appropriate level of play has been established.
• Assists in service requirements necessary in gaming machine equipment in accordance with training and control procedures.
• Enters information and audits Winners Log into player tracking system.
• Maintains an adequate stock of supplies for use in the Players Club booths, as well as Club Osage-related printed material.
• Supervises Club Osage Associates to ensure smooth and efficient service is provided to guests.
• Resolves guest disputes in accordance with authority or contact the reporting senior who may be able to solve the issue.
• Maintains a clean player tracking database.
• Completes opening and closing duties as assigned by superior.
• Supports the Club Osage Manager in developing Club Osage operations in accordance with established company policies, budgets, procedures, and specifications.
• Evaluates and makes decisions regarding guest disputes with applicable laws, rules, regulations, and established company guidelines.
• Supervises Club Osage Associates to ensure smooth and efficient service is provided to guests.
• Assists in developing and implementing special property events.
• Coordinates programs, activities, special events and databases with general marketing programs and systems.
• May assist assigned staff with accurate preparation of detailed daily, weekly, and monthly operating reports as required by the reporting senior.
• Ensures newly assigned staff members are scheduled for and complete departmental orientation.
• Provides job specific training to all newly hired employees or those assigned to mentor so they may perform their duties in accordance with acceptable job standards.
• Visits workspaces, break areas, and other work shifts to be available and/or visible to staff members with the express purpose of showing interest, concern, or appreciation.
• Ensures applicable staff is aware of standards and expectations through publicity around their enforcement and effectively communicates consequences for not maintaining expected standards.
• Ensures all employees within areas of responsibility receive fair and equitable treatment regarding their respective terms and conditions of employment.
• Ensures assigned staff is relieved from duty to take authorized rest or meal periods. Covers for staff as necessary due to employee shortages.
• Schedules employees to ensure excellent guest services are maintained in conjunction with efficiency and business needs.
• Forms opinions and makes decisions based on information and the identification of available facts. Makes decisions or draws conclusions using data and information from experience.
• Investigates, evaluates information, and makes final decisions regarding matters within the area of responsibility, guest/employee disputes and/or employee disciplinary actions in accordance with authority and ensures those decisions follow applicable laws, rules, regulations, and established controls.
• Performs all other related and compatible duties as assigned.

GUEST SERVICE:

• Provides excellent internal and external guest services, always treating internal and external guests with courtesy and consideration.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge, skills, and experience in the hiring, training, scheduling, and supervision of staff, communications, decision-making, problem solving, complaint resolution, resource allocation, and customer service are preferred.
• Read, write, speak, and understand the English language. Read Company or departmental reports, newsletters, and documents.
• Perform basic mathematical computations (add, subtract, multiply, divide in all units of measure, including whole numbers, common fractions, and decimals.)
• Protect the Companys value by keeping information confidential.
• Perform assigned tasks under moderate supervision. Follow written and verbal instructions.
• Establish and maintain positive relationships with other upper management, supervisory staff, employees, and the public. Work well alone or within a team.
• Present facts and recommendations in oral and written form. Prepare written reports and correspondence as required.
• Utilize MS Office products at basic (create new documents, open/edit existing documents) to intermediate (import/export data, create templates) skill level.
• Exercise sound judgment and solicit assistance for decisions in a manner consistent with the essential job duties and responsibilities.
• See problems and avoid situations that could be deemed illegal or represent a safety hazard to fellow employees or guests.
• Respond to inquiries or complaints from employees, guests, regulatory agencies, and others.
• Travel locally, regionally, or out-of-state as needed.
• Maintain physical condition and stamina appropriate to performance of assigned duties.
• Update job knowledge by participating in educational opportunities; professional organizations; attending expos/conventions; and developing or maintaining professional networks.

PHYSICAL DEMANDS:

• The employee is also regularly required to stand for extensive periods of time, walk, sit, and use hands to finger, handle, or feel objects, tools, or controls.
• Ability to sit, stoop, kneel, crawl, balance, or crouch while performing duties.
• Ability to use hands to finger, handle, or feel.
• Ability to use arms to reach and lift above shoulders.
• Must have normal auditory and good verbal communication.
• Ability to lift upwards of 20 pounds.
• Ability to drag, push, or pull up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

REGULATORY COMPLIANCE:

• Monitors all relevant activities of the area of responsibility, to ensure that all applicable laws, rules, regulations and controls of the organization, and the National Indian Gaming Commission (NIGC) and the Osage Nation Gaming Commission (ONGC) are understood and enforced by all applicable personnel.
• Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.
• Ensures assigned staff are aware of, understand and comply with regulatory requirements and enforces regulatory standards through discipline when necessary.

WORK ENVIRONMENT:

• Work is typically performed within a casino setting.
• Exposure to second-hand smoke.
• Evening and weekend shifts, extended hours, and irregular shifts may be required. Ability to work nights and weekends required.
• Noise level in the work environment is moderate to high.
• The employee is occasionally exposed to risks associated with travel between properties and back and forth to other areas as may be required due to business demands.