OFFICE SUPERVISOR - SUPPORT OPERATIONS

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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 service
• Supervises the weekly scheduling of the Support Operations Team
• Oversees the day-to-day operations of the department
• Makes daily operating decisions based on pre-determined departmental goals
• Supervises internal procedures for employee skill expansion, transfers and worker profiles
• Assists with the training and follow-up for SMART alcohol awareness training
• Assists 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 rotations
• Determines shift operating methods, structures and procedures consistent with goals established by the Support Operations Manager
• Assists 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 events
• Assists with maintaining an appropriate level of products, beverages, paper, plastic and arena supplies
• Works with the Stewarding and EVS departments to maintain health, safety and sanitation guidelines
• Responds to and follows-up with guest issues and special requests
• Assists with compiling detailed records of each show
• Ensures 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 venues
• Works with tour personnel to meet the specific needs for all entertainers performing at Mohegan Sun
• Maintains the safety and security of guests, performers and tour personnel throughout the property
• Acts as an escort for entertainers, VIPs and dignitaries
• Assists the Mohegan Tribal Police with incidents, investigations and resolving issues, as needed
• Conducts safety checks for We Care entrances
• Investigates 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 Club
• Administers and oversees the Arena Club and special event ticket distribution for all events
• Evaluates player gaming levels and decides guest event response and access
• Assists with managing the guest seating chart for all events based on established criteria and policies and procedures, including special seating and ADA requirements
• Responsible for the maintenance and distribution of information for all entertainment and special events via the property information screen
• Assists with creating and maintaining events in the ACSC, Portal admin panel, Avatar and ticket distribution software
• Assists with compiling detailed records and reports of each show

Minimum Education and Qualifications :

• High School Diploma or equivalent
• One 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 skills
• Excellent organizational and multi-tasking skills
• Intermediate knowledge Word, Excel and Outlook
• Ability to coach, counsel and train Support Specialists and Representatives
• Ability to work with multiple departments with all levels of management

Training Requirements :

• Knowledge of department policies and procedures
• Must attend all appropriate Human Resources Supervisor Training classes
• Knowledge 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 lighting
• Must be able to walk, climb stairs, stand, bend, stretch and climb stairs for an extended periods of time
• Must be able to lift up to 50 lbs
• Must be able to work various shifts and flexible hours

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Work Shift : Regular

Regular

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Mohegan Sun practices Native American Preference in hiring. Native American means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.