at Wind Creek IL LLC in East Hazel Crest, Illinois, United States
Job Description
The Cage & Player Services Shift Manager oversees and manages the day-to-day operations of the Player Services department (Cage Cashiering, Credit, and Players Club), while ensuring that the Supervisors, Main Bankers, Lead Players Services Representatives and Player Services Representatives adhere to all departmental SOPs, guest service standards and compliance regulations.
- Manages the day-to-day operations of Player Services; Works in the role of subordinates as needed
- Maintains a complete understanding of our Direct Mail offers, the redemption process of those offers and all promotions
- Ensures all departmental SOPs, ICS, MICS, and compliance regulations are strictly adhered to; Manages Supervisors, Player Services Reps, Lead Player Services Reps, and Main Bankers to ensure that they are following policies and procedures
- Ensures effective communication with other departments; Interacts with department manager by providing pertinent information; Assist other departments as needed
- Assists manager/director in keeping security and accountability of casino funds located in the Player Services area during assigned shift
- Provides on-going training and information to new and existing personnel
- Conducts employee counseling/coaching and disciplinary action when necessary
- Helps resolve any overage/shortages that may occur during their shift
- Oversees any customer inquiries or complaints and follows up with proper documentation
- Assists manager in scheduling staff according to company needs, approves, or denies PTO requests and prepares employee evaluations
- Provides prompt, friendly, and courteous service to all guests in a confidential manner, and keeps the confidentiality of all gaming records
- Provides weekly performance reports and performs service audits on Player Service Representatives in sponsor groups on a weekly basis
- Completes evaluations for representatives in sponsor groups based on performance metrics
- Manages Leadership Development projects, including but not limited to scheduling and inventory
- Authorizes comps for guests as designated by management
- Assists the Player Services Management Team in assuring that all team members provide excellent guest service
- Monitors and manages team member morale and departmental cleanliness
- Proactively gives recommendations for improvement
- Other duties and responsibilities as assigned
