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Guest Services Operations Supervisor

2 months ago

Richmond, Virginia, United States Colonial Downs Group LLC Full time
Job Overview

The Player Services Manager is accountable for overseeing the player services operations, ensuring compliance with internal control policies, regulatory requirements, and the company's responsible gaming initiatives.

Key Responsibilities: This role encompasses essential functions that are critical to the success of the department. The following duties are fundamental to the position:

  • Deliver exceptional guest service to both internal and external clients, embodying the company's culture in all interactions.
  • Recruit, inspire, train, and guide staff to ensure that team members receive the necessary leadership and resources to meet established goals.
  • Create and nurture a supportive environment that motivates team members to excel.
  • Assist in defining departmental standards, objectives, and guidelines while managing administrative processes such as budgeting and staffing for optimal operational efficiency.
  • Safeguard the confidentiality of sensitive information in line with company policies and state regulations.
  • Evaluate departmental activities to enhance staffing levels, working conditions, and overall service quality.
  • Supervise the performance of team members to ensure adherence to management standards.
  • Support the management of regulatory audits and internal control procedures, documenting findings and recommending improvements.
  • Understand departmental objectives and adjust daily operations based on business needs.
  • Oversee credit policies to ensure compliance with regulatory directives.
  • Ensure the protection of significant cash assets through meticulous attention to detail.
  • Prepare and evaluate daily cash and electronic check deposits.
  • Enforce procedures and controls to safeguard company assets.
  • Monitor overall company activities to align departmental operations with organizational needs.
  • Address customer relations issues that exceed staff authority to ensure fair resolutions.
  • Evaluate the performance of Player Services Representatives to meet financial and regulatory goals.
  • Authorize check-cashing limits for guests within established criteria to facilitate their gaming experience.
  • Ensure effective communication within the department to keep team members informed.
  • Collaborate with security and banking personnel to address discrepancies and manage funds appropriately.
  • Resolve issues within the scope of authority and recommend actions for more complex problems.
  • Oversee daily departmental activities in accordance with company policies.
  • Keep supervisors updated on relevant departmental activities.
  • Perform additional duties as assigned.

Compliance Responsibilities: In addition to the duties outlined, each team member is responsible for adhering to legal and regulatory requirements:

  • Participate in mandatory training sessions provided by the company.
  • Obtain and maintain necessary licenses.
  • Conduct duties in compliance with local laws and regulations.
  • Ensure minors are prohibited from gambling and consuming alcohol or tobacco in designated areas.
  • Maintain knowledge of relevant laws, policies, and procedures pertaining to the department.
  • Be aware of the company's programs addressing problem gaming.
  • Report any observed misconduct or violations.

Qualifications: A high school diploma or GED is required, along with two to five years of relevant experience in high-volume cash operations. Proficiency in using a Ten Key Adding Machine is essential. Candidates must exhibit a professional demeanor and possess strong communication skills. The ability to thrive in a fast-paced environment requiring high concentration is necessary. Proficiency in Excel and Word is required.

Licenses and Certifications: Virginia Racing Commission License is mandatory.

Supervisory Role: This position involves managing subordinates and overseeing the overall direction and evaluation of the unit.

Physical demands and work environment requirements can be reviewed in Human Resources. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.

The information provided here is intended to outline the general nature and level of work performed by employees in this role and does not constitute an exhaustive list of responsibilities or duties. This description does not establish an employment contract and is subject to change at the employer's discretion.