Player Services Manager

2 weeks ago

Dumfries, Virginia, United States Colonial Downs + Rosie's Gaming Emporium Full time
Job Title: Player Services Manager

Colonial Downs + Rosie's Gaming Emporium is seeking a highly skilled Player Services Manager to join our team. As a key member of our management team, you will be responsible for overseeing the day-to-day operations of our player services department, ensuring that our guests receive exceptional service and support.

Key Responsibilities:
  • Provide next-level guest service to internal and external guests, demonstrating a deep understanding of our company's culture and values.
  • Hire, motivate, train, coach, mentor, and direct staff to ensure that team members receive the leadership, guidance, and resources they need to achieve established objectives.
  • Create and foster an environment of support and motivation for team members, promoting a positive and inclusive work culture.
  • Assist in establishing department standards, guidelines, and objectives, and maintain other administrative processes such as budget and staffing to ensure proper planning and efficient operation of assigned areas.
  • Maintain confidentiality of all privileged information in accordance with established procedures and company policy.
  • Review activities in all reporting areas to gauge and improve staffing levels, working conditions, and other matters that influence quality guest service and profitability.
  • Review the work activities of subordinate employees to ensure that work is being performed within the standards established by management.
  • Assist in the management of regulatory and internal control procedure audits, researching and documenting any findings and following up on corrective action.
  • Understand department objectives, standards, guidelines, and budget to achieve effective supervision of department, adjusting daily schedules according to business levels.
  • Monitor credit granting and collection policies and procedures to ensure established guidelines comply with all internal and external regulatory directives and laws.
  • Maintain the protection of extremely large amounts of currency, ensuring prevention of loss by providing extreme care and attention to detail.
  • Evaluate and prepare daily cash deposit and electronic check deposits.
  • Ensure procedures and proper controls are strictly enforced to protect assets.
  • Monitor and evaluate overall company activities in relation to departmental operations to ensure integration of company needs with the services rendered through credit and collections.
  • Review compliance with relevant gaming regulations to ensure that the department is operating within these parameters, as well as company policies and procedures.
  • Work with customer relations issues that are beyond the authority of staff to resolve situations in an equitable manner.
  • Monitor and evaluate the activities of Player Services Representatives to ensure achievement of financial, policy, and regulatory objectives.
  • Approve permanent check-cashing limits of guests within designated limits and according to criteria to allow qualified customers to have convenient access to funds, with the objective of encouraging greater gaming activities.
  • Responsible for communication within department ensuring information is shared with team members.
  • Maintain contact with Security and Surveillance Agents and the bank to locate variances and ensure proper handling of monies.
  • Resolve problems that are within the position's scope of authority and recommend courses of action to resolve problems that are beyond the scope of authority to the position supervisor.
  • Monitor the day-to-day activities of the department(s) as subject to established company policies.
  • Keep position supervisor informed of relevant activities.
  • Other duties as assigned.
Regulatory and Compliance Responsibilities:
  • Attend required training sessions offered by the Company.
  • Obtain and retain required license(s).
  • Perform the duties described in compliance with local laws and regulations.
  • Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
  • Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member's department.
  • Have knowledge of the Property's programs to address problem gaming.
  • Report any acts of wrongdoing of which the Team Member may have knowledge.
Position Qualifications:
  • High school diploma or GED, and two to five years related experience and/or training or equivalent combination of education and experience in high volume cash operations.
  • Proficient in using the Ten Key Adding Machine.
  • Must have a professional demeanor and be able to communicate well with the public.
  • Must be able to work in an intense and fast-paced environment where a high degree of concentration is necessary to perform job duties.
  • Must be able to formulate and communicate ideas and to make independent decisions.
  • Proficiency in Excel and Word required.
Certificates, Licenses, and Registrations:
  • Virginia Racing Commission License.
Supervisory Responsibilities:
  • Manages subordinates who may supervise employees.
  • Responsible for the overall direction, coordination, and evaluation of the unit(s).
Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.

The employee may also be required to lift, push, and pull up to 25lbs.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate to loud.

The employee is subjected to circulate throughout the assigned areas, including the smoking area, actively observing players and functioning of machines.

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