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Grand Falls Casino & Golf Resort®
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Supervisor (Dual-Rate) - Customer RelationsMarketingApply


This position supervises the day-to-day operation of the Resort Club representatives and implements daily Resort  Club promotions, and giveaways. Responsible for assuring proper redemption of club coupons, points and card usage.

Essential Functions

  • Responsible for assuring accurate issuance of club cards with proper identification. Assure database is maintained by consistent data entry by representatives. Responsible for implementing company procedures are followed by representatives. Train and correct when necessary to assure excellent customer service. Provide information, operational and customer support to representatives when needed. Work with representatives to assure customers are assisted in a timely fashion. Assist in the implementation of promotions, contests and giveaways. Resolve customer complaints and questions regarding promotions, events etc. Work closely with Executive Casino Hosts and Casino Hosts to provide customer information. Maintain the integrity of the customer database. Ability to understand the requirements for card usage as it relates to gaming. Ability to effectively explain the details of gaming promotions as it relates to card usage. Assures the Representatives are adhering to all company rules and regulations, including, but not limited to, confidentiality of customer files and habits, proper distribution of promotional material and entries, proper handling of files and data. Provide input to Guest Services Manager for proper evaluation of Representatives. Ensure proper department uniform, appearance and grooming standards are followed. Attend all company-required training. Comply with all Iowa Racing and Gaming Commission Rules and Regulations and any other local, state, or federal guidelines. Adhere to all safety guidelines. Meet company attendance requirements. May be required to work days, nights, weekends and holidays. <br />Supervisory Responsibilities:<br /> Guest Services Hosts.


  • Must be able to be approved for and maintain a valid IRGC license. <br />Education/Experience:<br /> 1-2 years Supervisory experience with customer service experience. Knowledge of various Microsoft Office software including but not limited to Excel, Word. Knowledge or experience in gaming environment a plus. Excellent verbal and written communication skills. Ability to multi-task and have exceptional organizational skills. Excellent customer service skills. <br />Language Skills:<br /> Must be able to read, write, speak and/or interpret simple sentences in English. Must be able to communicate with managers, other employees and public customers. Ability to write reports, memos and external correspondence. Ability to respond to inquires or complaints from customers or employees. <br />Mathematical Skills:<br /> Understand currency and basic counting. <br />Interpersonal Skills:<br /> Excellent customer service skills are essential. Ability to lead, motivate and encourage. Must be able to work cohesively with co-workers and work as a team. Ability to carry out instructions. Ability to maintain a positive attitude towards customers, co-workers and other department staff.





Grand Falls Casino & Golf Resort® is an Equal Opportunity Employer dedicated to non-discrimination in employment. We select the best qualified individual for the job based on job-related qualifications regardless of race, age, color, religion, sex, national origin, ancestry, marital status, sexual preference, disability or any other status protected by applicable law.

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