Guest Services Team Leader

2 weeks ago

Dumfries, Virginia, United States Colonial Downs + Rosie's Gaming Emporium Full time
Key Responsibilities:
This role encompasses a variety of essential functions that are critical to the success of our operations. The following duties are integral to the position and are not exhaustive of all responsibilities.

1) Deliver exceptional service to both internal and external guests, embodying the #AddLife culture in every interaction.

2) Recruit, inspire, train, mentor, and guide staff to ensure Team Members receive the necessary leadership and resources to meet established goals.

3) Cultivate a supportive and motivating environment for Team Members.

4) Assist in setting departmental standards, guidelines, and objectives, while managing administrative tasks such as budgeting and staffing for efficient operations.

5) Uphold confidentiality of sensitive information in line with company policies and legal regulations.

6) Analyze activities across reporting areas to assess and enhance staffing levels, working conditions, and overall service quality.

7) Supervise the performance of subordinate employees to ensure adherence to management standards.

8) Step in as Player Services Manager when necessary.

9) Aid in the management of audits related to regulatory and internal control procedures, documenting findings and recommending policy changes as needed.

10) Understand departmental objectives and budget to effectively supervise operations, adjusting schedules based on business demands.

11) Oversee credit granting and collection practices to ensure compliance with regulatory requirements.

12) Safeguard substantial amounts of currency, ensuring meticulous attention to detail to prevent loss.

13) Prepare and evaluate daily cash and electronic check deposits.

14) Enforce procedures and controls to protect company assets.

15) Monitor overall company activities to align departmental operations with organizational needs.

16) Ensure compliance with gaming regulations and company policies.

17) Address customer relations issues that exceed staff authority to find equitable resolutions.

18) Evaluate the performance of Player Services Representatives to meet financial and regulatory objectives.

19) Approve guest check-cashing limits within designated parameters to facilitate convenient access to funds.

20) Verify and count cashier drawers at the end of operational hours.

21) Maintain accurate inventory records for the Gift Shop.

22) Foster a supportive environment for Team Members.

23) Enhance the company's brand value through effective program execution.

24) Gather insights on valued guests through observation and interaction.

25) Implement guest loyalty and direct marketing initiatives to meet guest needs.

26) Perform accurate data entry for Players Club memberships.

27) Report database information to management and assist in updates.

28) Maintain comprehensive knowledge of special events, promotions, and community activities.

29) Exhibit excellent interpersonal skills and project confidence.

30) Conduct informal surveys and inquiries.

31) Become proficient in player tracking system software.

32) Ensure effective communication within the department.

33) Collaborate with Security and Surveillance Agents to address discrepancies and manage funds appropriately.

34) Resolve issues within the scope of authority and recommend actions for those beyond it.

35) Monitor daily departmental activities in accordance with company policies.

36) May serve as a Main Banker or Cashier/Teller as required.

37) Keep the position supervisor informed of relevant developments.

38) Perform other assigned duties as necessary.

Regulatory and Compliance Duties:
In addition to the responsibilities outlined, each Team Member is expected to comply with laws and regulations, including:
  • Participating in mandatory training sessions.
  • Obtaining and maintaining necessary licenses.
  • Performing duties in accordance with local laws.
  • Ensuring minors are not permitted in gambling areas.
  • Understanding departmental policies and procedures.
  • Being aware of programs addressing problem gaming.
  • Reporting any known misconduct.
Position Requirements:
A high school diploma or GED is required, along with one to two years of relevant experience or training, or an equivalent combination of education and experience in high-volume cash operations. Proficiency in using a Ten Key Adding Machine is essential. A professional demeanor and strong communication skills are necessary. The ability to thrive in a fast-paced environment requiring high concentration is critical. Proficiency in Excel and Word is required, along with the capability to articulate ideas and make independent decisions.

Certificates, Licenses, and Registrations:
Virginia Racing Commission License.

Supervisory Responsibilities:
This position manages subordinates who may oversee employees, responsible for the overall direction, coordination, and evaluation of the unit(s).

A detailed list of physical demands, equipment, and work environment requirements can be reviewed in Human Resources. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The statements herein are intended to describe the general nature and level of work performed by employees in this role and are not to be construed as an exhaustive list of responsibilities, duties, and skills required. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

#colonial downs

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