Cherokee Nation Businesses · 6 hours ago
Casino Services Supervisor
Catoosa, OK, United States
Full-time
Onsite
Mid, Senior Level
2+ years expCherokee Nation Businesses is seeking a Casino Services Supervisor to lead the Contact Center team at Hard Rock Hotel & Casino Tulsa. The role focuses on supervising daily operations, mentoring staff, and ensuring high-quality guest service through effective performance management and adherence to compliance standards.
Business DevelopmentHealth CareHospitalityInformation ServicesService Industry
Responsibilities
Supervise daily contact center operations, ensuring the team effectively handles guest bookings for hotel, dining venues, and entertainment events
Monitor and manage team metrics including Average Handle Time (AHT), After-Call Work (ACW), wrap-up codes, and overall service quality
Actively develop contact center associates through live call monitoring, QA reviews, and consistent feedback to enhance skills and career growth
Create and update agent scripts to ensure every guest receives accurate, consistent, and "on-brand" information
Navigate and train others on essential systems and provide mobile app support for guests
Manage 24/7 department scheduling to ensure adequate coverage during peak volumes; oversee timecards, attendance, and time-off requests
Maintain strict adherence to PCI standards and confidentiality requirements; educate the team on cybersecurity protocols like phishing and vishing
Oversee the reservation process for premium in-house players to support retention and build long-term brand loyalty
Qualification
Required
High School Diploma or GED required
2 years of gaming and/or hotel experience
1 year of supervisory experience
(Or an equivalent combination of education and experience)
Proficiency in Microsoft Office and a strong understanding of hotel/gaming database systems
Proven ability to lead and guide a department, providing valuable input on hiring, performance decisions, and team development
Exceptional oral and written communication skills with a knack for building strong interdepartmental relationships
Ability to obtain and maintain licensing by the appropriate gaming authority
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
Benefits
Health & Wellness: Choose from top-notch health plans, 24/7 Telemedicine access, and on-site health clinics (at select locations).
Financial Security: Grow your future with a generous 401(k) match and paid vacation, sick time, bereavement, and holidays.
Work-Life Balance: Enjoy flexible spending accounts, maternity/paternity leave, and voluntary benefits for added peace of mind.
And More: Earn incentives based on performance, refer friends and get rewarded, and enjoy discounts and holiday appreciation gifts.
Company
Cherokee Nation Businesses
Cherokee Nation Businesses provides hospitality, federal, cultural, and economic development solutions.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Chuck Garrett
Chief Executive Officer
Brandon Scott
Chief Communications Officer (CCO)
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