Shift Manager of Player Services

Socket.dev; Richmond (VA); On-site; USD 52,000 - 76,000; Full time

Job summary

Colonial Downs Group in Virginia seeks a Player Services Supervisor to directly oversee the player services team and guest interactions. You will also handle Player Card data entry and maintain system knowledge for accurate records.

The role requires compliance with state regulations, strong cash-handling discipline, and effective communication with guests in a fast-paced environment.

Qualifications

• High school diploma or GED and 1–2 years related cash operations experience.
• Proficiency with a Ten Key Adding Machine.
• Comfortable communicating with the public in a fast-paced environment.
• Proficiency in Excel and Word required.

Responsibilities

• Supervise the player services team in line with internal controls and regulations.
• Provide exceptional guest service and uphold #AddLife culture.
• Manage staffing, scheduling, and daily cash operations including deposits.
• Ensure compliance with gaming regulations and company policies.
• Resolve guest issues and assist with audits or investigations.

Education

High school diploma or GED

Tools

Ten Key Adding Machine

Excel

Word

Job description

Colonial Downs Group (CDG) is owned and operated by Churchill Downs Incorporated and consists of several different brands across Virginia: Colonial Downs Racetrack, Rosie’s Gaming Emporium, Rosie’s Game Room, Virginia Horseplay, Roseshire Gaming Parlor and The Rose Gaming Resort. CDG is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We’re always learning, evolving, and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.

JOB SUMMARY

Responsible for direct supervision of the player services team members in accordance with company Internal Control Policies and Procedures, state and federal regulations, Bank Securities Act, and the company’s Responsible Gaming Plan. Also serves as guest contact and key data entry personnel for Players Card database information.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides exceptional guest service and demonstrates #AddLife culture.
• Motivates, trains, coaches, mentors, and directs Team Members.
• Fosters a supportive and motivated work environment.
• Assists with department standards, objectives, staffing, budgeting, and operations.
• Maintains confidentiality per company policy and state regulations.
• Reviews operations to improve staffing, working conditions, service, and profitability.
• Ensures staff work meets established management standards.
• Serves as Player Services Manager when needed.
• Assists with audits, documents findings, follows corrective actions, and recommends improvements.
• Manages schedules and daily operations based on business levels and department objectives.
• Ensures credit and collection practices comply with company and regulatory requirements.
• Safeguards large amounts of currency and prevents financial loss.
• Prepares daily cash and electronic check deposits.
• Enforces procedures and controls to protect company assets.
• Monitors departmental credit and collection activities to support company operations.
• Ensures compliance with gaming regulations and company policies.
• Resolves escalated customer service issues fairly and effectively.
• Approves guest check-cashing limits within established guidelines.
• Identifies and gathers information on valuable guests through observation and service.
• Performs accurate Player Club membership data entry.
• Records, reports, and assists with maintaining database information.
• Maintains knowledge of events, promotions, advertising, and community activities.
• Maintains expert knowledge of player tracking system software.
• Works with Security, Surveillance, and Banking to identify variances and ensure proper money handling.
• Resolves issues within authority and escalates others with recommended solutions.
• Performs Main Banker or Cashier/Teller duties as needed.
• Keeps supervisor informed of relevant activities.
• Performs other duties as assigned.

#Rosies

REQUIRED SKILLS AND ABILITIES

Regulatory and Compliance Responsibilities: In addition to the other duties described herein, each Team Member has the following responsibilities related to compliance with laws and regulations.

• Attend required training sessions offered by the Company.
• Obtain and retain required license(s).
• Perform the duties described in compliance with local laws and regulations.
• 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.

Supervisory Responsibilities: Manages subordinates who may supervise employees. Assists in the overall direction, coordination, and evaluation of the unit(s).

EDUCATION AND EXPERIENCE

High school diploma or GED, and one to two years related experience and/or training or equivalent combination of education and experience in high volume cash operations. Proficient in using the Ten Key Adding Machine. 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. Proficiency in Excel and word required. Must be able to formulate and communicate ideas and to make independent decisions.

Certificates, Licenses, and Registrations: Virginia Racing Commission License

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

A list of physical demands, equipment, & work environment demands can be reviewed in Human Resources. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.