Player Services Shift Manager

11 hours ago

Hampton, Virginia, United States Colonial Downs Group LLC Full time
Job Summary

We are seeking a highly skilled and experienced Shift Manager to join our Player Services team at Colonial Downs Group LLC. As a Shift Manager, you will be responsible for providing exceptional guest service, leading a team of staff, and ensuring the smooth operation of our gaming facilities.

Key Responsibilities
  • Provide next-level guest service to internal and external guests, demonstrating a strong understanding of our company culture and values.
  • Motivate, train, and develop staff to ensure they have the skills and knowledge needed to excel in their roles.
  • Assist in establishing department standards, guidelines, and objectives, and maintain administrative processes to ensure efficient operation of assigned areas.
  • Maintain confidentiality of all privileged information and adhere to established procedures and company policies.
  • Assist in reviewing activities to gauge and improve staffing levels, working conditions, and other matters that influence quality guest service and profitability.
  • 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 to resolve situations in an equitable manner.
  • Approve permanent check-cashing limits of guests within designated limits and according to criteria to allow qualified customers to have convenient access to funds.
  • Identify and gather information on valuable guests through observation, analysis, personal contact, and service.
  • Accurately and efficiently perform data entry tasks associated with Players Club memberships.
  • Record and report database information to management, and assist in updating database files.
  • Possess and maintain thorough knowledge of all special events, promotions, advertising campaigns, and community events.
  • Responsible for becoming an expert of the player tracking system software.
  • Maintain contact with Security and Surveillance Operators and the bank to locate variances and ensure proper handling of monies.
  • Resolve problems that are within the position's scope of authority and recommend courses of action to resolve problems that are beyond the scope of authority to the position supervisor.
  • May function as a Main Banker or Cashier/Teller as needed.
  • Keep 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.
Position Qualifications

We are seeking a highly motivated and experienced individual with a strong background in gaming operations and customer service. The ideal candidate will have a high school diploma or equivalent, and one to two years of related experience and/or training in high volume cash operations. Proficiency in using the Ten Key Adding Machine is required, as well as a professional demeanor and ability to communicate well with the public. The ability to work in an intense and fast-paced environment, where a high degree of concentration is necessary to perform job duties, is essential. Proficiency in Excel and Word is also required. The ability to formulate and communicate ideas, and to make independent decisions, is also necessary.

Certificates, Licenses, and Registrations: Virginia Racing Commission License

Supervisory Responsibilities: Manages subordinates who may supervise employees. Assists in 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.

#colonialdowns

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