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Player Services Director

2 months ago

Dumfries, Virginia, United States Colonial Downs + Rosie's Gaming Emporium Full time
Job Summary

We are seeking a highly skilled and experienced Player Services Director to join our team at Colonial Downs + Rosie's Gaming Emporium. As a key member of our leadership 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 that our business is run in accordance with all relevant laws and regulations.

Key Responsibilities
  • Guest Service: Provide next-level guest service to internal and external guests, demonstrating a deep understanding of our company's culture and values.
  • Leadership and Development: Hire, motivate, train, coach, mentor, and direct staff to ensure that they have the skills and resources needed to succeed in their roles.
  • Department Management: Assist in establishing department standards, guidelines, and objectives, and maintain other administrative processes such as budgeting and staffing to ensure the efficient operation of our player services department.
  • Regulatory Compliance: Maintain confidentiality of all privileged information in accordance with established procedures and company policy, and ensure that all regulatory requirements are met.
  • Performance Management: Review the work activities of subordinate employees to ensure that they are performing within the standards established by management, and take corrective action as needed.
  • Audit and Compliance: Assist in the management of regulatory and internal control procedure audits, researching and documenting any findings and following up on corrective action.
  • Departmental Integration: Monitor and evaluate the activities of our player services department to ensure that they are aligned with the overall goals and objectives of our company.
  • Customer Relations: Work with customer relations issues that are beyond the authority of staff to resolve situations in an equitable manner.
  • Team Management: Approve permanent check-cashing limits of guests within designated limits and according to criteria, and ensure that our team members are equipped to provide exceptional service to our guests.
  • Communication: Maintain contact with security and surveillance agents and the bank to locate variances and ensure proper handling of monies.
  • Problem-Solving: Resolve problems that are within the scope of authority and recommend courses of action to resolve problems that are beyond the scope of authority to the position supervisor.
  • Reporting: Keep the position supervisor informed of relevant activities.
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.
Qualifications
  • High school diploma or GED.
  • 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).