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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 plays a pivotal role in overseeing 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

At Wind Creek Chicago, we strive to create an exceptional guest experience, providing an escape from the ordinary and an opportunity for our guests to feel a sense of belonging and importance.

Key Responsibilities
  • Manage the day-to-day operations of Player Services, working closely with team members to ensure seamless execution.
  • Maintain a thorough understanding of our Direct Mail offers, redemption processes, and promotions.
  • Ensure all departmental SOPs, ICS, MICS, and compliance regulations are strictly adhered to, providing guidance and support to team members as needed.
  • Foster effective communication with other departments, providing pertinent information and assisting with tasks as required.
  • Assist in maintaining security and accountability of casino funds located in the Player Services area during assigned shifts.
  • Provide ongoing training and information to new and existing personnel, ensuring they have the necessary skills and knowledge to excel in their roles.
  • Conduct employee counseling, coaching, and disciplinary action when necessary, promoting a positive and productive work environment.
  • Help resolve any overage/shortages that may occur during shifts, ensuring accurate and timely resolution.
  • Oversee customer inquiries and complaints, following up with proper documentation and ensuring prompt resolution.
  • Assist in scheduling staff according to company needs, approving or denying PTO requests, and preparing employee evaluations.
  • Provide prompt, friendly, and courteous service to all guests in a confidential manner, maintaining the confidentiality of all gaming records.
  • Prepare weekly performance reports and conduct service audits on Player Service Representatives in sponsor groups on a weekly basis.
  • Complete evaluations for representatives in sponsor groups based on performance metrics.
  • Manage Leadership Development projects, including scheduling and inventory.
  • Authorize comps for guests as designated by management.
  • Assist the Player Services Management Team in ensuring that all team members provide excellent guest service.
  • Monitor and manage team member morale and departmental cleanliness.
  • Proactively provide recommendations for improvement.
Requirements
  • High School diploma or GED required, or currently enrolled and successfully complete a GED program within 6 months from start date as a condition of continued employment.
  • Must be 21 years of age or older.
  • Bachelor's Degree in a related field and two years of supervisory experience, or four years of experience in a management position, or three years of experience in a supervisory position with Wind Creek Hospitality, or six years of experience as a Dual-Rate Supervisor/Lead in a Wind Creek Hospitality department, or four years of experience in the hiring position's department.
  • Four years of high-volume cash handling experience required.
  • Proficiency with a ten-key calculator, with a skills test administered and a minimum 70% skills pass rate required.
  • Proficient in math and color perception, with a skills test administered and a minimum 70% skills pass rate required.
  • Knowledge in Microsoft Word and Excel programs.
  • Experience working with coin and currency counters.
  • Must successfully pass a 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 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.