Cage & Player Services Supervisor

Description

• Manages the day-to-day operations of Player Services; Works in the capacity of subordinates as needed
• Maintains a complete understanding of our Direct Mail offers, the redemption process of those offers and all promotions
• Ensures all departmental SOPs, COM, ICS, MICS, and compliance regulations are strictly adhered to; Supervises Player Services Reps, Lead Player Services Reps, and Main Bankers, to ensure that they are in compliance with policies and procedures
• Ensures effective communication with other departments; Interacts with department manager by providing pertinent information
• Assists manager in maintaining security and accountability of casino funds located in the Player Services area during assigned shift
• 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 during their shift
• Handles any customer inquiries or complaints and follows up with proper documentation
• Assists manager in scheduling staff according to company needs, approves or denies PTO requests and prepares employee evaluations
• Provides prompt, friendly and courteous service to all guests in a confidential manner, and maintains the confidentiality of all gaming records
• Provides weekly performance reports and performs service audits on Player Service Representatives in sponsor groups on a weekly basis
• Completes evaluations for representatives in sponsor groups based on performance metrics
• Manages Leadership Development projects, including but not limited to scheduling and inventory
• Authorizes comps for guests as designated by management
• Assists the Player Services Management Team in assuring that all team members provide excellent guest service
• Monitors and manages team member morale and departmental cleanliness
• Proactively submits recommendations for improvement
• Other duties and responsibilities as assigned

• High School diploma or GED required or currently enrolled and successfully complete a GED program within 6 months from start date as a condition of continued employment
• Must be twenty-one (21) years of age or older
• Associate’s Degree in Related field- required
  • OR Two (2) years’ Supervisory experience- required
  • OR One (1) year experience as a Dual-Rate Supervisor/Lead in a Wind Creek Hospitality Department- required
  • OR Two (2) years’ experience in the hiring position’s Department- required
• Two (2) years of high volume cash handling experience- required
• Proficiency with 10 key calculator –a skills test will be administered and candidate must achieve at least 70% skills pass rate- required
• Proficient in math - a skills test will be administered and candidate must achieve at least 70% skills pass rate- required
• Knowledge in Microsoft Word and Excel programs
• Experience working with coin and currency counters
• Must successfully pass job interview, including a guest service audition
• Must have the ability to make precise decisions without compromising the integrity of the company
• Must be able to lift a minimum of 50 pounds
• Must be able to get along well with all levels of the organization and excel in a team-oriented environment
• Excellent oral and written English communication skills
• Must be able to walk or stand for 100% of assigned shift
• Willing to travel and participate in training as recommended or required
• Willing and able to work various hours and shifts, including nights, weekends, and holidays
• 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