Player Services Supervisor

4 weeks ago

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

At Colonial Downs + Rosie's Gaming Emporium, we are seeking a highly skilled and experienced Player Services Supervisor to join our team. As a key member of our leadership team, you will be responsible for providing exceptional guest service, leading and developing a team of Player Services Representatives, and ensuring the highest level of customer satisfaction.

Key Responsibilities:
  • Provide next-level guest service to internal and external guests, demonstrating a deep understanding of our #AddLife culture.
  • Hire, motivate, train, coach, mentor, and direct staff to ensure they receive the leadership, guidance, and resources needed 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.
  • May act as a Player Services Manager in the absence of a full-time Player Services Manager.
  • Assist in 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 schedule 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 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 in order 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 in order to allow qualified customers to have convenient access to funds, with the objective of encouraging greater gaming activities.
  • Responsible for counting and verifying cashier drawers at end of operating hours for the Gift Shop.
  • Responsible for maintaining accurate inventory on Gift Shop.
  • Responsible for creating and fostering an environment of support and motivation for Team Members.
  • Increases value of the brand of the company within all programs and execution of those programs.
  • Identifies and gathers information on valuable guests through observation, analysis, personal contact, and service.
  • Executes guest loyalty, relationships, and direct marketing programs, providing services to respond to guest requirements.
  • Accurately and efficiently performs data entry tasks associated with Players Club memberships.
  • Records and reports database information to management, may assist in updating database files.
  • Possesses and maintains thorough knowledge of all special events, promotions, advertising campaigns, and community events.
  • Displays superior people skills and projects mature presence and confidence.
  • Conducts informal surveys and queries.
  • Becomes an expert of the player tracking system software.
  • Responsible for communication within department ensuring information is shared with team members.
  • Maintains contact with Security and Surveillance Agents and the bank to locate variances and ensure proper handling of monies.
  • Resolves problems that are within the position's scope of authority and recommends courses of action to resolve problems that are beyond the scope of authority to the position supervisor.
  • Monitors the day-to-day activities of the department(s) as subject to established company policies.
  • May act as a Main Banker or Cashier/Teller as needed.
  • Keeps 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 one to two 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.
  • Proficiency in Excel and word required.
  • Must be able to formulate and communicate ideas and to make independent decisions.

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).

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

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

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