Job Title: Winner’s Club Manager Department: Guest Service Reports to: Director of Player Development & Winner’s Club FLSA Status: Exempt License: Class III Closing Date: Tuesday February 5, 2025 at 4:00 pm SUMMARY : The Winner’s Club Manager is responsible for providing leadership and support to the Winner’s Club Representatives. This position is responsible for the effective administration of duties for the Winner’s Club Representatives. All duties are to be performed within the guidelines of the Akwesasne Mohawk Casino’s policies and procedures, Internal Control Standards and objectives. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: + Exhibits a friendly, helpful and courteous manner when dealing with our guests and fellow associates. + Achieves customer service objectives by recruiting, selecting, orienting, assigning scheduling, coaching, counseling, and disciplining employees, communicating job expectations, planning, monitoring, appraising and reviewing job contributions. + Resolves customer situations with tact and diplomacy in a timely manner. + Assists the Director of Guest Services in establishing strategic marketing plans to achieve management objectives. + Assists the Director of Guest Services in developing and executing comprehensive plans and programs, both short and long range, to support revenue objectives of the Akwesasne Mohawk Casino. + Assists the Director of Player Development & Winner’s Club in developing of yearly budgets, analyzing variances with corrective actions. + Assists the Director of Player Development & Winner’s Club in the training and supervision of the Guest Services department in the front of the house. + Maintains departmental budget and schedules associates according to business needs. + Oversee the daily operations of Guest Services Department in the frontline of the Casino Winners Club. + Responsible for post job positions, interviews and selection of candidates. + Other duties as assigned by the Director of Guest Services. SUPERVISORY RESPONSIBILITIES: Directly supervises Winner’s Club Representatives. QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. EDUCATION and/or EXPERIENCE: High School Diploma or General Education Diploma (GED) required. Associates degree (A.A.) from two-year College or technical school; or five years related experience. Management experience required. Familiarity with player tracking programs preferred. Proficient in computers, including Microsoft Office products and database applications, e-mail and Internet. Experience in directing staff through active and deadline-oriented promotions and player development programs. Superior guest service skills. LANGUAGE SKILLS: Must possess excellent communication skills, Ability to write routine correspondence and to speak effectively to public, employees and customers. Ability to define problems, collect data, establish facts and draw valid conclusions. Must have the ability to deal effectively and interact well with the customers and employees. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner. MATHEMATICAL SKILLS: Ability to work with mathematical concepts such as probability and statistical inference, as well as fundamentals of plane and solid geometry. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations. Reasoning ability : Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Ability to provide signage solutions for various needs. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job with or without reasonable accommodation. While performing the duties of this job, the associate is frequently required to stand at a fixed work station for long periods of time. The associate must occasionally lift and/or move more than 50 pounds. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job with or without reasonable accommodation. The position exists in a casino work environment where there is occasional exposure of the associate to noise and cigarette smoke from the casino floor. The noise level in the work environment is usually loud. NATIVE PREFERENCE: The Mohawk Gaming Enterprise utilizes a Native American preference policy in hiring, training, and promotion. When there is a job opening or training opportunity, the Gaming Enterprise will evaluate all candidates for the position and will select the most qualified candidate. In the event two or more candidates meet all of the job requirements and have substantially similar qualifications, the Gaming Enterprise will utilize the preference policy to make the final determination on who will be offered the opportunity or position. When preference is utilized, first priority will be given to enrolled members of the Saint Regis Mohawk Tribe. Second priority will be given to members of other federally recognized Tribal Nations and/or First Nations citizens from Canada. All other individuals will be third priority. CERTIFICATES, LICENSES, REGISTRATIONS: Must obtain and maintain a New York State certification and St. Regis Mohawk Tribal Gaming Class III License which requires a criminal background check to be used solely for employment purposes. Successful candidates for employment must submit to and pass a drug test for illegal substances prior to employment being confirmed. In case of a positive result, the candidate is not eligible for employment with the Akwesasne Mohawk Casino Resort. Employment will not begin until process is complete. “The Mohawk Gaming Enterprise is an Equal Employment Opportunity Employer.”