Casino Player Services Manager — Guest Experience Leader

Revo Casino and Social House; Harper Acres (NH); On-site; USD 68,000 - 83,000; Full time

Benefits offered by this job

401(k) matching

Employee assistance program

Health insurance

Life insurance

Paid time off

Vision insurance

Job summary

Revo Casino and Social House in Keene, NH seeks a strong leader to supervise Player Services, ensuring superior guest service while enforcing policy and regulatory requirements. The role leads staffing, budgeting, and process controls to optimize operations.

The position emphasizes integrity, confidentiality, and teamwork, with a starting annual salary of $75,000 and in-person responsibilities at our Keene location. A proactive manager will drive compliant, efficient service.

Qualifications

• High school diploma or GED, and 2 to 5 years related experience and/or training or equivalent combination of education and experience in high volume cash operations.
• Must have a professional demeanor and be able to communicate well with the public. Must be able to work in an intense and fast paced environment where a high degree of concentration is necessary to perform job duties.
• Must be able to formulate and communicate ideas and to make independent decisions.
• Strong oral and written skills and a proficiency in Microsoft Office are required. Proficient in using the Ten Key Adding Machine.
• Must be able to obtain and maintain all licenses, certifications, and indemnifications requisite to the successful completion of all essential responsibilities.
• Must meet or exceed all regulatory conditions stipulated for individuals holding this or similar positions.

Responsibilities

• Provides next-level guest service to internal and external guests.
• Hires, motivates, trains, coaches, mentors, and directs staff to ensure that Team Members receive leadership, guidance and resources to accomplish established objectives.
• Responsible for creating and fostering an environment of support and motivation for Team Members.
• Assists in establishing department standards, guidelines and objectives, and maintains other administrative processes such as budget and staffing to ensure proper planning and efficient operation of assigned areas.
• Maintains confidentiality of all privileged information in accordance with established procedures with Company policy and state regulations.
• Reviews activities in all reporting areas in order to gauge and improve staffing levels, working conditions and other matters which influence quality guest service and profitability.
• Reviews the work activities of subordinate employees to ensure that work is being performed within the standards established by management.
• Understands department objectives, standards, guidelines and budget to achieve effective supervision of department; adjusts daily schedule according to business levels. Monitors credit granting and collection policies and procedures to ensure established guidelines comply with all internal and external regulatory directives and laws.
• Maintains protection of extremely large amounts of currency, ensuring prevention of loss by providing extreme care and attention to detail.
• Evaluates and prepares daily cash deposit and electronic check deposits.
• Ensures procedures and proper controls are strictly enforced to protect assets.
• Monitors and evaluates overall Company activities in relation to departmental operations to ensure integration of Company needs with the services rendered through credit and collections.
• Reviews compliance with relevant gaming regulations to ensure that the department is operating within these parameters, as well as Company policies and procedures.
• Works with customer relations issues that are beyond the authority of staff in order to resolve situ‑ations in an equitable manner.
• Monitors and evaluates the activities of Player Services Representatives to ensure achievement of financial, policy and regulatory objectives.
• Approves permanent check‑cashing limits of guests within designated limits and according to criteria in order to allow qualified customers to have convenient access to funds, with the objective of encouraging greater gaming activities.
• Responsible for communication within department ensuring information is shared with team mem‑bers.
• Maintains contact with Security and Surveillance Agents and the bank to locate variances and ensure proper handling of monies.
• Resolves problems that are within the position’s scope of authority and recommends courses of action to resolve problems that are beyond the scope of authority to the position supervisor.
• Monitors the day‑to‑day activities of the department(s) as subject to established Company policies.
• Keeps position supervisor informed of relevant activities.
• Attend required training sessions offered by the Company.
• Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
• Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member’s department.
• Have knowledge of the Property’s programs to address problem gaming.
• Report any acts of wrongdoing of which the Team Member may have knowledge.
• Manages subordinates who may supervise employees. Responsible for the overall direction, coordination, and evaluation of the unit(s).
• Other duties as assigned.

Skills

Communication skills

Decision making

Professional demeanor

Microsoft Office

Ten Key Adding Machine

Regulatory compliance

Education

High school diploma or GED

Tools

Microsoft Office

Ten Key Adding Machine

Job description

Revo Casino and Social House in Keene, NH seeks a strong leader to supervise Player Services, ensuring superior guest service while enforcing policy and regulatory requirements. The role leads staffing, budgeting, and process controls to optimize operations.

The position emphasizes integrity, confidentiality, and teamwork, with a starting annual salary of $75,000 and in-person responsibilities at our Keene location. A proactive manager will drive compliant, efficient service.