Cage & Player Services Manager Job Listing at Wind Creek Hospitality in United States of America (Job ID 1331)

Description

Description

Job Overview:

The Player Services Manager reports to the Property Manager and is responsible for planning, organizing, and managing all functions required to safeguard the assets of the casino. Ensures that monetary transactions are executed for guests in an accurate, professional and courteous manner.  Manages the day-to-day operations of Player Services, the venue through which we administer our loyalty program, as well as the Casino Ambassador team, tasked with improving rated play, new player acquisition and miscellaneous tasks.  Ensures all functions operate in accordance with established policies, procedures, and gaming regulations.  Must be self-motivated, detail orientated, and able to work successfully without a lot of supervision.

Purpose:

Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System:

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

Duties and Responsibilities:

• Ensures regulatory compliance, follows departmental SOPs & COM explicitly, protects company assets, equipment maintenance, monitors and orders supplies and printed materials, builds and manages budgets, communicates and redeems promotions, assists with special events and concerts, administers the Leadership Development Program
• Ensures Player Service, Kiosk, and Ambassador teams are informed and inspired at all times
• Creates a fun working environment while also holding teams accountable
• Leads, sets an example for, and develops all team members
• Sets an example and holds subordinates accountable for attendance, regulatory compliance, service pace (transactions per hour [16]) and excellent customer service (achieve guest service scores > 4.0) through consistent one-on-one meetings with team members
• Manages the delivery of complimentary concert tickets to our players (Ticket Master where applicable)
• Continually seeks team member feedback in an effort to make recommendations for improvement
• Interviews, selects, trains, and manages the discipline process of team members
• Meets and greets players at Player Services, on the floor and at special events and promotions
• Ensures complimentaries are issued in accordance with Wind Creek Hospitality guidelines
• Prepares and delivers quarterly presentations on the performance of the Player Services Department
• Ensures that the quality of data being entered into the database is accurate and thorough
• Assists in the resolution of players' concerns (external customers) as well as any inter-departmental challenges (internal customers)
• Works closely with all departments for the betterment of team members and customer service, alike
• Maintains a clean, safe and hazard free work environment
• Possesses superior people skills and consistently displays a high level of professionalism
• Possesses, maintains and shares a thorough knowledge of all WCH Properties' machine mix, special events, promotions, advertising campaigns and community events
• Directly and through Supervisors:
• Provides on-going training and information to new and existing personnel
• Conducts employee counseling/coaching and disciplinary action when necessary
• Helps resolve any overage/shortages that may occur
• Handles any customer inquiries or complaints and follow up with proper documentation
• Ensures all Cage Title 31 compliance regulations are met
• Maintains schedules for all subordinate positions according to company needs, approves or denies PTO requests, prepares supervisor evaluations and reviews employee evaluations
• Keeps gaming records confidential
• Conveys a professional, friendly and courteous manner, in all interactions with guests and employees
• Monitors kiosk operations to assure minimal machine downtime and no operating variances
• Other duties and responsibilities as assigned

Job Requirements: (please ensure you meet the listed requirements prior to applying)

• High School diploma or GED
• Must be twenty-one (21) years of age or older
• Bachelor's Degree in Business, Marketing, or Related Field AND two (2) years Supervisory experience– required

• OR Four (4) years' experience in a Management position– required
• OR Three (3) years' experience in a Supervisory position with Wind Creek Hospitality– required

• Three (3) years' experience in a Casino environment– required
• Four (4) years casino cage experience in positions such as cashier, main banker, supervisor and manager– required
• Two (2) years of high volume cash handling experience– required
• Strong working knowledge of Title 31 requirements
• Proficiency with 10 key calculator and experience working with coin and currency counters
• Good computer skills, including being proficient in Microsoft Outlook, Word and Excel, able to use gaming systems such as Bally SDS for cage transactions and reporting, and access and use vendor reports such as check cashing activity
• Previous experience in managing budgets, inventory and accounting processes required
• Experience in supporting and assisting major casino promotions and special events Proficient with Microsoft Outlook, Word, Excel and Power Point (skills test may be administered)
• Strong written and verbal communications skills (skills test may be administered)
• Strong leadership skills
• Must have advanced skills in Tracking Systems, preferably CMP, primarily dealing with campaign/code development, promotional and reporting set-up, and evaluating customer play for reward consideration (skills test may be administered)
• Must successfully pass job interview, including a guest service audition
• Willing and able to stand for long periods of time
• Willing and able to lift 50 pounds
• Willing and able to work odd or irregular hours including nights, weekends, and holidays
• Willing to travel and participate in training as recommended or required
• Must have an Occupational License (or the ability to obtain and maintain a license) pursuant to the Illinois Gaming Act and remain in good standing with the Illinois Gaming Board as a requirement for this position
• Must have the ability to make precise decisions without compromising the integrity of the company
• Must be able to get along well with all levels of the organization and excel in a team oriented environment

• Pay range - $85,000.00 - $115,850.00 (The base pay will depend factors such as experience level and skillset.)
• Voluntary full-time benefit offerings include the following - group medical, dental, vision, and life insurance as well as access to a flexible spending account (FSA) option. We also offer Employee Assistant Program (EAP), paid time off, 401K with matching, shift differential, and discretionary quarterly bonuses.