Cage & Player Services Leader - Guest Experience

Wind Creek; Chicago (IL); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan with company match

Paid time off

Job summary

Wind Creek Hospitality is seeking a Cage and Player Services Supervisor to oversee the Player Services department (Cage, Credit, Players Club) and ensure SOPs, compliance, and guest service standards are met. You will secure funds, supervise Main Bankers, Reps and Leads, and route paperwork while maintaining accuracy and confidentiality.

The role emphasizes strong leadership, security of casino funds, and training of staff.

Qualifications

• High School diploma or GED required or currently enrolled and complete GED within 6 months.
• Must be 21 years or older.
• Associate’s Degree or two years supervisory experience or related Wind Creek Hospitality leadership experience.
• Two years of high volume cash handling experience.
• Proficiency with 10-key calculator and math proficiency (70% pass rate).
• Knowledge in Microsoft Word and Excel; experience with coin and currency counters.

Responsibilities

• Manages day-to-day operations of Player Services; works in capacity of subordinates as needed.
• Maintains understanding of Direct Mail offers, redemption processes, and promotions.
• Ensures SOPs, COM, ICS, MICS and compliance; supervises staff to ensure policy adherence.
• Communicates with other departments and provides pertinent information to managers.
• Maintains security and accountability of casino funds in the Player Services area.
• Provides training, counseling, and disciplinary action when necessary.
• Helps resolve any overage/shortages during shifts.
• Handles customer inquiries or complaints with proper documentation.
• Schedules staff, approves/denies PTO, and prepares evaluations.
• Delivers prompt, confidential guest service and maintains gaming records confidentiality.
• Provides weekly performance reports and conducts service audits.
• Completes evaluations for representatives based on performance metrics.
• Manages Leadership Development projects including scheduling and inventory.
• Authorizes comps for guests as designated by management.
• Supports management to ensure excellent guest service.

Skills

Cash handling

Supervisory experience

Guest service

Excel

English communication

10-key calculator

Math proficiency

Education

High School diploma or GED

Associate’s Degree in Related field

Tools

Excel

10-key calculator

Coin and currency counters

Job description

Wind Creek Hospitality is seeking a Cage and Player Services Supervisor to oversee the Player Services department (Cage, Credit, Players Club) and ensure SOPs, compliance, and guest service standards are met. You will secure funds, supervise Main Bankers, Reps and Leads, and route paperwork while maintaining accuracy and confidentiality.

The role emphasizes strong leadership, security of casino funds, and training of staff.