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Position Summary:

This position is responsible for assisting with the supervision of the operational, fiscal and personnel activities of the Support Operations department, which includes assisting with the staffing, scheduling, development and day-to-day office activities of the Support Operations Team.

Primary Duties and Responsibilities: includes but not limited to:

Assists with the hiring, training, coaching and counseling for the Support Operations Team to ensure the highest level of guest serviceSupervises the weekly scheduling of the Support Operations TeamOversees the day-to-day operations of the departmentMakes daily operating decisions based on pre-determined departmental goalsSupervises internal procedures for employee skill expansion, transfers and worker profilesAssists with the training and follow-up for SMART alcohol awareness trainingAssists with the preparation of annual performance appraisals for the Support Representatives and Specialists and provides feedback on their job performance

Secondary Duties and Responsibilities:

Responsible for shift scheduling including, work assignments/rotations, training, employee breaks, overtime assignments, back-up for absent employees, work trades and shift rotationsDetermines shift operating methods, structures and procedures consistent with goals established by the Support Operations ManagerAssists the Manager with issuing disciplines or commendations, as needed

Addition, Secondary Duties and Responsibilities (per Department Needs):

When working as Restaurant Supervisor/Maitre’d - Arena Concessions:

Supervises the Arena Concessions Line Servers during arena eventsAssists with maintaining an appropriate level of products, beverages, paper, plastic and arena suppliesWorks with the Stewarding and EVS departments to maintain health, safety and sanitation guidelinesResponds to and follows-up with guest issues and special requestsAssists with compiling detailed records of each showEnsures that all alcohol laws and regulations are followed and enforced, including intoxication, underage drinking and refusing of service

When working as a Security Supervisor:

Supervises the Event Security Team and assists with planning the security needs for all entertainment venuesWorks with tour personnel to meet the specific needs for all entertainers performing at Mohegan SunMaintains the safety and security of guests, performers and tour personnel throughout the propertyActs as an escort for entertainers, VIPs and dignitariesAssists the Mohegan Tribal Police with incidents, investigations and resolving issues, as neededConducts safety checks for We Care entrancesInvestigates incidents and documents them using the Security Reports Writing system, ensuring accuracy and detail

 

When working as a Supervisor in VIP Events:

Supervises the Support Specialists that are assigned to the Arena ClubAdministers and oversees the Arena Club and special event ticket distribution for all eventsEvaluates player gaming levels and decides guest event response and accessAssists with managing the guest seating chart for all events based on established criteria and policies and procedures, including special seating and ADA requirementsResponsible for the maintenance and distribution of information for all entertainment and special events via the property information screenAssists with creating and maintaining events in the ACSC, Portal admin panel, Avatar and ticket distribution softwareAssists with compiling detailed records and reports of each show

Minimum Education and Qualifications:

High School Diploma or equivalentOne year of experience in personnel staffing and scheduling, shift supervision and operational planning

Competencies:  Incumbent will master the following competencies while in this position:

Excellent written and verbal communication skillsExcellent organizational and multi-tasking skillsIntermediate knowledge Word, Excel and OutlookAbility to coach, counsel and train Support Specialists and RepresentativesAbility to work with multiple departments with all levels of management

Training Requirements:

Knowledge of department policies and proceduresMust attend all appropriate Human Resources Supervisor Training classesKnowledge of Ascent, EmpowerTime and Manager Self Service systems

             

Physical Demands and Work Environment:

Must be able to work in high energy environment with smoke, loud noises and low lightingMust be able to walk, climb stairs, stand, bend, stretch and climb stairs for an extended periods of timeMust be able to lift up to 50 lbsMust be able to work various shifts and flexible hours

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Work Shift:

Regular

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