Cage and Player Services Supervisor

WHAT YOU’LL DO

The Cage Cashier and Player Services Lead is responsible for safeguarding company assets. This role requires a commitment to delivering exceptional customer service, explaining casino programs and promotions to guests, and maintaining accuracy in all financial transactions. Your unique ability to work with other professionals will allow our guests to experience an unmatched rewards program and gaming experience.  All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures.

ROLE EXPECTATIONS

• Supervise the Cage Cashier/Player Service Representatives that are responsible for enrolling new guests as members into the loyalty program.

• Oversee the day-to-day leadership responsibilities of the new Rio Loyalty Program.

• Answer and assist with all questions and concerns regarding promotions, offers and tier status, etc.

• Maintain an advanced working knowledge of everything related to the casino loyalty program, upcoming promotions and special events, and general property information.

• Plan and execute all training of Loyalty Club employees.

• Coordinate and direct the day-to-day activities of the Cage Cashier/Player Services Representative.

• Perform the duties of the Cage Cashier/Player Services Representative when needed.

• Issue comps and marketing offers/promotions for guests.

• Handle guest and employee interactions via email, telephone, and in person.

• Facilitate the flow of information throughout the department by attending regularly scheduled departmental meetings and conveying accurate information to employees on all shifts.

• Maintain accurate departmental training and other required documentation.

• Resolve guest and employee opportunities providing immediate service recovery and coaching as necessary.

• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends. Work in a fast-paced, busy, and somewhat stressful environment.

• Assist the Cage Cashier/Player Services Manager and Leadership as needed.

• Monitors quality standards within the department, delegation of daily work, running shift reports for the department, and verifies and approves appropriate transactions in accordance with internal control standards. 

• Assist the Casino Cage Cashier/Player Services Reps in ensuring the banks are balanced within the department at the end of the shift in accordance with departmental variance policy and reviews all the reports or forms accurately in compliance with Title 31. 

• Excellent customer services and maintains the highest level of guest service program to all guests, resolve guest complaints.

• Assist Cage Cashier/Player Services Manager on work schedules, vacation requests, attendance records, to ensure proper staffing levels.

SUPERVISORY RESPONSIBILITIES

• This position does not have supervisory responsibilities.

REQUIREMENTS

• Must be at least 21 years old.

• High School Diploma or GED equivalency.

• At least one year of Casino or Hospitality industry experience.

• At least six months experience in banking, casino cashiering or similar currency role.

• Strong written and verbal communication skills with the ability to effectively communicate in English.

• IGT experience preferred.

• Basic computer skills with Microsoft Office and Outlook

• Ability to learn and comprehend the use of all business applications and software.

• Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies and procedures.

• Ability to work with other employees, guests, and management to establish and maintain effecting working relationships.

• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends

• Work in a fast-paced, busy, and somewhat stressful environment

• Demonstrate reliability through consistent attendance, adaptability to changing business needs, and participation in required meetings and training sessions

CERTIFICATIONS, LICENSES, REGISTRATIONS

• Must be able to qualify for licenses and permits required by federal, state, and local regulations.

PHYSICAL REQUIREMENTS

• The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job.

• While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

• The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined space.

WORKING CONDITIONS

• The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

• Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

Rio Las Vegas is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Dreamscape makes hiring decisions based solely on qualifications, merit, and business needs at the time.