Cage & Player Services Shift Manager

Wind Creek Hospitality; Miami (FL); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Player Services Shift Manager to oversee daily operations and ensure compliance with service standards. This role is integral to providing exceptional guest experiences, managing a diverse team, and maintaining high operational standards. If you thrive in a fast-paced environment and are passionate about guest service, this opportunity offers a chance to make a significant impact while working with a dedicated team. Join a vibrant workplace that values engagement, accountability, and growth, and help create memorable experiences for guests.

Qualifications

• Must be 21 years or older with a High School diploma or GED.
• Bachelor’s Degree or significant management experience required.

Responsibilities

• Manage daily operations of Player Services and supervise staff.
• Ensure compliance with SOPs and assist in staff training.

Skills

Cash Handling

Customer Service

Microsoft Word

Microsoft Excel

Bilingual Communication (English and Spanish)

Education

High School Diploma or GED

Bachelor’s Degree in a related field

Tools

10-Key Calculator

Coin and Currency Counters

Job description

Join to apply for the Cage & Player Services Shift Manager role at Wind Creek Hospitality

Get AI-powered advice on this job and more exclusive features.

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.

Description

Job Overview:

The Player Services Shift Manager oversees and manages the day-to-day operations of the Player Services department, ensuring compliance with SOPs, guest service standards, and 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 enthusiasm and commitment to our purpose inspire us to do everything right, have fun, and excel. We aim to be recognized fairly, increase personal accountability, focus on our customers, and create wealth that offers growth opportunities for all.

Duties And Responsibilities

• Manage daily operations of Player Services; act in the capacity of subordinates as needed
• Understand our Direct Mail offers, redemption process, and promotions
• Ensure compliance with SOPs and regulations; supervise staff accordingly
• Communicate effectively with other departments; assist as needed
• Assist in maintaining security and accountability of casino funds during shifts
• Provide ongoing training and information to staff
• Conduct counseling, coaching, and disciplinary actions when necessary
• Resolve overages/shortages during shifts
• Handle customer inquiries and complaints with proper documentation
• Assist in staff scheduling, PTO approvals, and employee evaluations
• Provide courteous service to guests and maintain confidentiality of gaming records
• Prepare weekly performance reports and conduct service audits
• Complete evaluations based on performance metrics
• Manage leadership development projects
• Authorize comps for guests as designated
• Support the Player Services team in delivering excellent guest service
• Monitor team morale and departmental cleanliness
• Propose improvements proactively
• Perform other duties as assigned

Job Requirements

Please ensure you meet these requirements before applying:

• High School diploma or GED required; currently enrolled candidates must complete GED within 6 months
• Must be 21 years or older
• Bachelor’s Degree in a related field AND two years of supervisory experience OR four years in management OR three years in supervisory role with Wind Creek OR six years as a Dual-Rate Supervisor/Lead at Wind Creek OR four years in relevant department
• Four years of high-volume cash handling experience
• Proficiency with 10-key calculator and math skills; pass skills tests with at least 70%
• Knowledge of Microsoft Word and Excel
• Experience with coin and currency counters
• Must pass interview and guest service audition
• Excellent English communication skills (verbal and written)
• Ability to walk or stand for entire shift
• Ability to make precise decisions without compromising integrity
• Must lift at least 50 pounds
• Ability to work well with all organizational levels and in a team environment
• Willing to travel and participate in training
• Willing to work various hours, including nights, weekends, and holidays
• Must have or be able to obtain and maintain a Florida Occupational License and remain in good standing with the Florida Gaming Control Commission
• Ability to communicate effectively in English and Spanish
• Willing to work in a smoke or secondary smoke environment

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Entertainment Providers