Cage & Player Services Shift Manager

2 months ago

Hazel Crest, Illinois, United States Wind Creek Chicago Full time

Job Overview:

The Cage & Player Services Shift Manager oversees and manages the day-to-day operations of the Player Services department, ensuring that all team members adhere to departmental SOPs, guest service standards, and compliance regulations.


Purpose:

Our genuine engagement and positive energy provide guests with 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 focusing on our customers. The resulting creation of wealth will grow opportunities for all.


Duties and Responsibilities:

  • Manages the day-to-day operations of Player Services; Works in the role 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, ICS, MICS, and compliance regulations are strictly adhered to; Manages Supervisors, Player Services Reps, Lead Player Services Reps, and Main Bankers to ensure that they are following policies and procedures
  • Ensures effective communication with other departments; Interacts with department manager by providing pertinent information; Assist other departments as needed
  • Assists manager/director in keeping 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
  • Oversees 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 keeps 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 gives recommendations for improvement
  • Other duties and responsibilities as assigned

Job Requirements:

  • High School diploma or GED needed 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
  • Bachelor's Degree in 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 OR Six (6) years' experience as a Dual-Rate Supervisor/Lead in a Wind Creek Hospitality Department- required OR Four (4) years' experience in the hiring position's Department- required
  • Four (4) years of high-volume cash handling experience- required
  • Proficiency with ten key calculator - a skills test will be administered, and candidate must achieve at least 70% skills pass rate- required
  • Proficient in math and color perception - 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
  • Excellent oral and written English communication skills
  • Must be able to walk or stand for 100% of assigned shift
  • Must have the ability to make precise decisions without compromising the integrity of the company
  • Must be able to lift a minimum of fifty (50) pounds
  • Must be able to get along well with all levels of the organization and excel in a collaborative environment
  • Willing to travel and take part 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 keep a license) per the Illinois Gaming Act and remain in good standing with the Illinois Gaming Board as a requirement for this position

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