Cage & Player Services Supervisor arrow_forward

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

Native American Indian Preference in hiring policy is adhered to at all times; Wind Creek Hospitality does not discriminate on the basis of age, disability, gender or religious orientation. Drug Free Workplace Policy.

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

Description

Job Overview:

The Cage and Player Services Supervisor oversees and manages the day-to-day operations of the Player Services department (Cage Cashiering, Credit, and Players Club), while ensuring the Main Bankers, Player Services Representatives and Lead Player Services Representatives adhere to all departmental SOPs, COM, guest service standards and compliance regulations. The Cage and Player Services Supervisor is responsible for securing company funds and accountability of all monies and routing of paperwork. Must be self-motivated, detail orientated, and able to work successfully with minimal supervision.

Purpose:

Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy 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, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

Duties and Responsibilities:

• Manages the day-to-day operations of Player Services; Works in the capacity 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, COM, ICS, MICS, and compliance regulations are strictly adhered to; Supervises Player Services Reps, Lead Player Services Reps, and Main Bankers, to ensure that they are in compliance with policies and procedures
• Ensures effective communication with other departments; Interacts with department manager by providing pertinent information
• Assists manager in maintaining 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
• Handles 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 maintains 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 submits recommendations for improvement
• Other duties and responsibilities as assigned

Job Requirements: (please ensure you meet the listed requirements prior to applying)

• High School diploma or GED required or currently enrolled and successfully complete a GED program within 6 months from start date as a condition of continued employment
• Must be twenty-one (21) years of age or older
• Associate’s Degree in Related field- required
  • OR Two (2) years’ Supervisory experience- required
  • OR One (1) year experience as a Dual-Rate Supervisor/Lead in a Wind Creek Hospitality Department- required
  • OR Two (2) years’ experience in the hiring position’s Department- required
• Two (2) years of high volume cash handling experience- required
• Proficiency with 10 key calculator –a skills test will be administered and candidate must achieve at least 70% skills pass rate- required
• Proficient in math - a skills test will be administered and candidate must achieve at least 70% skills pass rate- required
• Knowledge in Microsoft Word and Excel programs
• Experience working with coin and currency counters
• Must successfully pass job interview, including a guest service audition
• Must have the ability to make precise decisions without compromising the integrity of the company
• Must be able to lift a minimum of 50 pounds
• Must be able to get along well with all levels of the organization and excel in a team-oriented environment
• Excellent oral and written English communication skills
• Must be able to walk or stand for 100% of assigned shift
• Willing to travel and participate in training as recommended or required
• Willing and able to work various hours and shifts, including nights, weekends, and holidays
• Must have an Occupational License (or the ability to obtain and maintain a license) pursuant to the Illinois Gaming Act and remain in good standing with the Illinois Gaming Board as a requirement for this position

Base Pay:

• Compensation:$22.40 – $27.60 per hour, with starting pay based on factors such as experience, qualifications, and skills.
• Benefits:Eligible full-time employees may choose from a comprehensive benefits package that includes medical, dental, vision, and life insurance, along with a Flexible Spending Account (FSA). Additional benefits include an Employee Assistance Program (EAP), paid time off, a 401(k) plan with company match, shift differential pay, and discretionary quarterly bonus opportunities.