Cage & Player Services Shift Manager

Casino Gaming Institute Inc; Miami (FL); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player seeks a Player Services Shift Manager to oversee daily operations and ensure exceptional guest service. This role requires strong leadership and communication skills, as you will manage a team while ensuring compliance with departmental standards. Your ability to handle cash, resolve customer inquiries, and maintain team morale will be crucial. Join a vibrant environment where your contributions will enhance the guest experience and foster a sense of belonging. This position offers a dynamic work atmosphere with opportunities for growth and development in the hospitality sector.

Qualifications

• High school diploma or GED required; enrolled students must complete GED within 6 months.
• Bachelor's degree in a related field and two years of supervisory experience required.

Responsibilities

• Manage daily operations of Player Services and ensure compliance with SOPs.
• Handle customer inquiries and document follow-up actions.
• Provide ongoing training and updates to new and existing staff.

Skills

Customer Service

Cash Handling

Communication Skills

Problem Solving

Leadership

Mathematics

Teamwork

Education

High School Diploma or GED

Bachelor's Degree in Related Field

Tools

Microsoft Word

Microsoft Excel

10-Key Calculator

Job description

Description

Job Overview

The Player Services Shift Manager oversees and manages the day-to-day operations of the Player Services department, ensuring that Supervisors, Leads, Player Services Representatives, and Concierge adhere to all departmental SOPs, guest service standards, and compliance regulations.

Purpose

Our genuine engagement and positive energy provide guests an escape into our exciting world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevate our personal accountability, and focus on our customers. The wealth created will grow opportunities for all.

Duties And Responsibilities

• Manage the daily operations of Player Services, stepping in to perform duties of subordinates as needed.
• Understand our Direct Mail offers, redemption processes, and all promotions thoroughly.
• Ensure strict adherence to departmental SOPs and compliance regulations; oversee Supervisors, Player Services Reps, and Concierge to ensure policy compliance.
• Maintain effective communication with other departments; provide relevant information to department managers; assist as needed.
• Assist in maintaining security and accountability of casino funds in the Player Services area during the shift.
• Provide ongoing training and updates to new and existing staff.
• Conduct employee counseling, coaching, and disciplinary actions when necessary.
• Help resolve overages or shortages during the shift.
• Handle customer inquiries or complaints and document follow-up actions.
• Assist in staff scheduling, approve or deny PTO requests, and prepare employee evaluations.
• Deliver prompt, friendly, and courteous service to guests, maintaining confidentiality of gaming records.
• Provide weekly performance reports and conduct service audits on Player Service Representatives.
• Complete performance evaluations based on established metrics.
• Manage leadership development projects, including scheduling and inventory management.
• Authorize comps for guests as designated by management.
• Assist the Player Services Management Team in ensuring excellent guest service.
• Monitor and manage team morale and departmental cleanliness.
• Proactively recommend improvements.
• Perform other duties as assigned.

Job Requirements

• High school diploma or GED required; enrolled students must complete GED within 6 months of employment.
• Must be 21 years or older.
• Bachelor’s degree in a related field and two years of supervisory experience are required, or four years of management experience, or equivalent experience within Wind Creek Hospitality.
• Four years of high-volume cash handling experience required.
• Proficiency with a 10-key calculator; a skills test will be administered, requiring at least 70% accuracy.
• Proficiency in math; a skills test will be administered, requiring at least 70% accuracy.
• Knowledge of Microsoft Word and Excel.
• Experience with coin and currency counters.
• Successful passing of a job interview and guest service audition.
• Excellent communication skills in English, both oral and written.
• Ability to walk or stand for 100% of the shift.
• Ability to make precise decisions without compromising company integrity.
• Ability to lift at least 50 pounds.
• Ability to work well with all organizational levels and in a team environment.
• Willingness to travel and participate in training.
• Flexible working hours, including nights, weekends, and holidays.
• Must obtain and maintain an Occupational License as per Florida Statutes and remain in good standing with the Florida Gaming Control Commission.
• Ability to communicate effectively in both English and Spanish, verbally and in writing.
• Willingness to work in a smoke or secondary smoke environment.

Complaints about the recruitment or selection process should be directed in writing to the office of the President and CEO of Wind Creek Hospitality.

Source: Casino Careers