Player Services Shift Manager

Rivers Casino; Pittsburgh (Allegheny County); On-site; USD 55,000 - 70,000; Full time

Job summary

A leading casino in Pittsburgh is seeking a Player Services Shift Manager to oversee daily operations of the Cage department. This role focuses on providing exceptional service, fostering guest loyalty, and ensuring compliance with regulatory standards. The ideal candidate will have supervisory experience, strong leadership skills, and the ability to thrive in a fast-paced environment. Responsibilities include managing operations, resolving guest concerns, and training staff. Join a dynamic team committed to excellence in service and guest experience.

Qualifications

• 2+ years of supervisory experience in a similar position.
• Strong leadership, prioritization, and planning skills.

Responsibilities

• Manage Cage and Rush Rewards operations, ensuring guest satisfaction.
• Oversee training and performance evaluations of team members.

Skills

Leadership

Problem Solving

Communication

Tools

Microsoft Office

Google Suite

Casino Management Software

Job description

The Player Services Shift Manager is responsible for overseeing the daily operations of the Cage department. This role ensures a positive and engaging environment for guests, fostering loyalty through exceptional service. The Shift Manager provides effective leadership to team members, ensuring efficient and accurate service delivery while adhering to operational procedures, regulatory requirements, and quality standards.

Responsibilities:

• Manages the Cage and Rush Rewards operations, cultivating an environment that promotes positive guest relations and enhances loyalty.
• Provides effective leadership to ensure guests receive friendly, efficient, and accurate services and information.
• Addresses and resolves guest concerns and complaints through thorough investigation, appropriate referral, and timely follow-up, ensuring all information is communicated to the department leader.
• Communicates department goals, operational updates, event/promotion details, audit findings, and compliance information to staff through various channels, including departmental and individual meetings, emails, letters, memorandums, shift reports, and phone calls.
• Oversees the training and retraining of all personnel to guarantee a comprehensive understanding of their roles and responsibilities.
• Conducts interviews, hires, counsels, evaluates performance, and manages performance of Team Members.
• Verifies valid and acceptable photo identification for every transaction in accordance with Rivers Casino and PGCB standards.
• Administers complimentary privileges within established limits according to the approved Comp Matrix and can address inquiries regarding these privileges.
• Maintains the confidentiality and security of guest/player information, discussing it only with authorized department and division heads.
• Monitors, evaluates, and consults with gaming departments, casino hosts, and guest development on credit matters and credit dispositions.
• Ensures stringent security protocols are followed in all areas, including securing unattended cash drawers and cabinets to prevent unauthorized access.
• Prepares exception reports, audit information, and regulatory compliance documentation.

Qualifications:

• 2+ years of supervisory experience in a similar position.
• Must be able to maintain professionalism and manage stress in a high-pressure, fast-paced environment on the Casino gaming floor while serving the public.
• Must possess strong leadership, prioritization, and planning skills, with the ability to manage and prioritize multiple tasks effectively.
• Must maintain a thorough knowledge and understanding of player tracking, analysis, financial tracking, regulatory systems, state regulations, and company policies.
• Must have experience resolving problems decisively and in a timely manner, adapting to changes, and recognizing when to escalate issues to senior leadership for assistance.
• Must be able to learn and retain knowledge of computer systems and software (including but not limited to Microsoft Office, Google Suite, Micros, player tracking/casino management software, and financial data), procedures, and regulatory requirements.
• Must be able to constantly and accurately communicate effectively and politely in spoken and written English with Team Members and guests to answer questions, provide information, and ensure guest satisfaction or Team Member understanding.
• Must be able to work flexible shifts and days, including weekends and special events/promotions.

Certifications:

• Must be able to obtain a Pennsylvania Gaming License. Rivers Casino will assist in the application process and pays the fee associated with this license.

Physical Requirements:

• Prolonged periods of standing, walking and sitting
• Regular bending, stretching, twisting, and reaching
• Ability to push/pull objects weighing up to 50 pounds frequently

The above duties and responsibilities are representative. Full job descriptions are available upon hire.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.